At a Glance
- Tasks: Lead the development of modern workplace programs and enhance employee experience.
- Company: Join JLL, a global leader in real estate and investment management.
- Benefits: Competitive salary, career growth opportunities, and a vibrant work environment.
- Other info: Dynamic team culture focused on innovation and sustainability.
- Why this job: Make a real impact on workplace strategy for a globally recognised institution.
- Qualifications: 5+ years in customer-facing roles with strong people management skills.
The predicted salary is between 45000 - 55000 £ per year.
JLL empowers you to shape a brighter way. Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong.
Join JLL's dynamic team serving one of the world's largest banking and financial services organisations with a network spanning more than 50 countries and territories. We're seeking talented professionals who thrive in fast-paced environments and are eager to drive meaningful change. This is an outstanding opportunity to work alongside industry experts that help shape the future of workplace strategy for a globally recognised institution.
The WE&O Experience Manager will be based on the client’s London site on the outskirts of The City. Reporting to the Facility Manager, they will be a key part of the wider Workplace Team. Spearheading the Workplace experience and service delivery onsite, they are responsible for bringing, as an individual and through their team, an elevated level of service to all building users, guests and visitors with a particular focus on the Customer Experience Centre. The client’s office is a modern, high specification office environment providing thriving and diverse communities where enthusiasm and engagement with all users is welcomed, encouraged and rewarded. We aim to provide the highest level of Workplace experience to customers, colleagues and visitors at each touchpoint.
What This Job Involves
- Workplace Experience: Lead the development and implementation of modern Workplace Programs in order to deliver best in class Employee Experience within the London Office.
- People Management & Teamwork – develop and sustain a high quality well motivated team, supporting the client strategy and in-house team to deliver first class events and Workplace experience across the office and again focussed more generally on the Customer Experience Centre.
- Client Management – ensure that client and guest expectations are met and overall strategy delivered.
- Contracts Management – ensure that all contracts under their ownership are professionally delivered (the contract with our customer, the contracts with our business partners).
- Site Operations Management – implementing industry best practice operations to bring a first-class Workplace experience for all on site.
- Technology, Automation, Innovation – develop new ways of working through the application of innovative technologies, automation and innovative operations.
- Sustainability – demonstrate a commitment to JLL and client sustainability programs in all parts of the office and always working collaboratively with the wider Workplace group and partners.
- Mentor & enable training & development of team members, leading by example.
- Nurture an environment conducive to good teamwork and co-operation among colleagues.
- Act as a SME for Workplace Experience/ Front of House related items for the account and support the development of processes and SOP to serve the wider account targets.
- Provide standard monthly/quarterly/annual reporting and management reports as required.
- Flexible to perform other duties within the Workplace team when required.
Skills
- Excellent written and oral communication skills, including presentation and negotiation skills.
- Ability to manage multiple projects and competing priorities.
- An absolute commitment to customer service in a highly demanding environment.
- Ability to network at all levels within the organisation.
- Flexibility and adaptability to changing business requirements.
- An outgoing and engaging approach to relationship building.
- You can demonstrate successful team management and have good people skills.
- You have the ability to build and maintain strong relationships with FTE, Guests, Key Service Partners and other onsite Business Partners.
- Ability to display initiative, confidence and professionalism in all dealings.
Experience
- Minimum of 5 years in related role within customer facing environment/FM/Hospitality.
- Experience working in a creative/social media environment would be beneficial.
- Must be able to demonstrate flexibility in relation to type of works carried out and availability as critical needs arise.
- You can demonstrate successful team management and have good people skills.
If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements. We’re interested in getting to know you and what you bring to the table!
WE&O Experience Manager employer: Jones Lang LaSalle Incorporated
At Jones Lang LaSalle Incorporated, we pride ourselves on fostering a dynamic work culture that prioritises health and safety while empowering our employees to grow professionally. As an HSSEQ Client Lead in London, you will benefit from comprehensive training opportunities, a supportive team environment, and the chance to make a meaningful impact on client operations. Join us to be part of a forward-thinking company that values your contributions and promotes a customer-centric approach.
Contact Details:
Jones Lang LaSalle Incorporated Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land WE&O Experience Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Jones Lang LaSalle Incorporated. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Jones Lang LaSalle Incorporated before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace WE&O Experience Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Jones Lang LaSalle Incorporated:Your cover letter is your chance to shine! Tell us why you want to work at Jones Lang LaSalle Incorporated specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Jones Lang LaSalle Incorporated!
How to prepare for a job interview at Jones Lang LaSalle Incorporated
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
