Dynamic Services Ambassador

Beschreibung:

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. Whether you've got deep experience in commercial real estate, skilled trades or technology, or you're looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.

Dynamic Services Ambassador

Our goal is to provide an enhanced Workplace Experience that meets our client's Property & Facilities Management (P&FM) vision of delivering:

"A workplace that provides an integrated customer experience enabling colleagues to do their best work".

In this role you will be a part of delivering a World Class Workplace experience for our client's colleagues, customers, and guests in a connected workplace which promotes a culture of inclusion and safety. The client's Moments that Matter (MtM) programme provides a focus for creating an environment that enhances productivity, collaboration, and well-being. You'll have the opportunity to create exceptional workplace experiences and drive colleague satisfaction and engagement to make opportunities for everyone to flourish.

Job Summary

The Dynamic Workplace Experience Ambassador is a multi-skilled role combining workplace operations with front-of-house, switchboard, and event coordination - delivering exceptional experience every day through proactive engagement and high-touch service. Team members are empowered and expected to be where the service is required, gaining unique exposure to both front-line hospitality and behind-the-scenes coordination.

The Ambassador will increase the level of engagement and partnership between JLL, service partners, and the client to provide superior service delivery while enhancing their individual personal and professional skills. This client-facing role provides the opportunity to combine your passion for service, brilliant people skills, and enthusiasm for creating a hospitality-focused workplace environment.

Key Responsibilities

Service Excellence & Colleague Engagement
· Serve as the initial point of contact for all client colleague enquiries, issues, troubleshooting, and feedback related to services within the workplace, with the primary goal of positively impacting the care and comfort of client colleagues and guests.
· Enthusiastically welcome client colleagues and guests, anticipate their needs, and assist with arrivals, departures, and office orientations.
· Execute Ambassador services in a manner consistent with SLAs, standard processes, professional brand image, and compliant with applicable local laws, rules, and regulations.
· Build meaningful, lasting relationships with the client's colleagues and guests, carrying calling and culture cards.
· Be visibly engaged and well known in the workplace; spend a minimum of two hours per day welcoming colleagues while also walking floors to ensure workspaces (offices, desks, conference rooms, mailroom, pantries, etc.) are stocked and maintained.

Operational Excellence

· Conduct routine walkthroughs and assessments of soft services delivery to ensure compliance with service level agreements, policies, regulations, and performance metrics, providing flawless execution and stable service delivery.
· Actively monitor and maintain the front desk, lobby, and surroundings to ensure an environment that is safe, clean, organised, and reflects brand standards.
· Receive and respond to all requests or issues within one day of receipt, including a personal follow-up to client colleagues to ensure questions and requests are answered.
· Create and own work orders for maintenance, safety, and security concerns through the appropriate channels and systems. Work orders remain the responsibility of the Ambassador through to completion and feedback to the client where applicable.

Performance & Continuous Improvement
· Support data collection, analysis, and reporting to ensure alignment with the client's goals and objectives.
· Strive to continually improve experience service performance; achieve and exceed performance goals, team goals, and the client's goals and objectives.
· Support the Workplace Satisfaction Survey (WSS) process to gather ongoing feedback from client colleagues; respond to all surveys received and follow up on any improvements identified.
· Engage in a culture of continuous improvement and innovation by leveraging business intelligence, adopting and participating in the development of best practices, new tools, process re-engineering, and other ideas that provide service delivery efficiencies.

Collaboration & Security
· Work collaboratively within the account team in the delivery of Experience Services across all business lines (Facility Management, Engineering, Transactions, Projects, etc.).
· Assist with third-party vendor relationships and service partners to provide maximum service delivery.
· Execute the badging process for colleagues, visitors, and third-party providers, ensuring client security policies and processes are always followed.
· Identify potential risks and escalate, as appropriate, to ensure no privacy breach, security incident, or disruption to the client's operations occurs.

Client Programme Support
· Be aware of the client's Workplace Experience programmes and demonstrate during the annual review process how you have contributed to these in your daily duties.
· Coordinate colleague communications and engagement via the client's digital platforms as required.
· Work with key account and client stakeholders to organise, host, and operationalise key engagement events within the assigned location to enhance experience.
· Continually manage your location to ensure colleagues can have their best day; challenge any activity or situation that may compromise this, working positively with P&FM colleagues for a better solution.

Switchboard Operations
· Answer and handle all calls in a timely manner and in accordance with established standards.
· Report any issues with equipment promptly and conduct regular testing to ensure operational readiness.
· Maintain all records, including call volumes, and report as required.

Conference Room & Event Coordination
· Support conference room bookings, including resolution of scheduling conflicts.
· Support event operations and logistics, including scheduling of required space using client scheduling software, ordering catering, coordinating set-up, AV and technical requirements, and troubleshooting issues alongside the facilities team and service providers.
· Support the delivery of high-profile meetings and catering orders; proactively manage requests and anticipate needs to avoid operational disruption.
· Provide assistance and flexibility with client events as needed to ensure flawless delivery, including all administrative support for meetings and events.

Additional Duties
· Support other teams as required to ensure client colleagues and guests always receive a high-level service - a multi-skilled and flexible team approach.
· Provide administrative and operational excellence for soft services.
· Perform additional job duties and ad hoc assignments as requested.

Qualifications

Experience
· Bachelor's degree required.
· Minimum 1-3 years of prior relevant experience in hospitality, facility or property management, operations, and/or knowledge of commercial real estate.
· Previous experience in customer service, hospitality, security, meeting planning, or a related client-facing field.

Core Competencies
· Exceptional customer service skills and professionalism with a genuine passion for client experience; demonstrates confidence, responsiveness, and good judgement.
· Proven track record of initiative, integrity, and excellence in internal and external customer service; highly collaborative with strong interpersonal skills.
· Ability to manage multiple priorities and deliver results in a fast-paced environment; flexibility and a positive attitude when managing shifting daily demands.
· Strong prioritisation and time management skills; able to work independently and with diverse teams - leading or following as required; respectful, cooperative, and accountable.
· Comfortable working with clients at all levels of an organisation, including senior leadership and C-suite.
· Excellent verbal and written communication skills in English; able to communicate professionally across all channels and audiences.
· Excellent organisational skills and process management; strong attention to detail.

Technical Skills
· Proficient in Microsoft Office Suite (Teams, Excel, PowerPoint, Word, OneNote, and Outlook).
· Working knowledge of a range of information technology tools and platforms; ability to adapt quickly to new devices, technology, and applications.
· Experience with Eptura Engage (previously known as Condeco) would be beneficial.

Key Relationships
· Client Colleagues at All Levels (including Senior Leadership and C-Suite)
· Visitors and Guests
· Facilities Management Team
· Security Teams
· Multi-Skilled Workplace Experience Team
· Service Providers (Catering, AV, Technical Support)

The above is a guideline designed to present an overview of job duties and is not intended to be a comprehensive list of responsibilities.

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Location:
On-site -London, GBR

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!

At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.

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