Facilities Coordinator & Workplace 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.

Facilities Coordinator / Workplace Ambassador
LSEG Account - Luxembourg

Role Overview
Our goal is to provide enhanced workplace experiences that will be long remembered by our clients. In this role you will deliver a best-in-class experience for Client's personnel, customers, and guests in a connected workspace which promotes a culture of inclusion and safety. With a focus on creating an environment that enhances productivity, collaboration, and well-being, you'll create exceptional workplace experiences and drive colleague satisfaction and engagement.
The Workplace Ambassador / Facilities Coordinator is responsible for overseeing and supporting the effective delivery of workplace services, facilities management, and colleague experience. This position integrates responsibilities for finance and invoicing, vendor management, Corrigo work order management, and EHS management, ensuring compliance with all relevant regulations and corporate standards. The role acts as the visible on-site leader for all building and workplace services, with an entrepreneurial drive to propose changes and drive continuous improvement.

Key Responsibilities:

Workplace Experience & Stakeholder Engagement
* Serve as the visible main point of contact - the pivot point between the FM team and building users for all colleague inquiries, issues, troubleshooting, and feedback related to workplace services.
* Build and maintain strong business relationships with key stakeholders/partners, landlord, managing agents, and all facilities vendors.
* Conduct routine walkthrough, proactively communicating with and soliciting feedback from end users to ensure compliance with service level agreements, policies, and performance metrics.
* Host and promote colleague engagement sessions for colleagues to discuss concerns or raise questions, supporting continuous feedback loops for colleague sentiment gathering.
* Promote positive experiences and wellbeing by being the ambassador of Moments that matter program. Report and analyze Key Experience Indicators for assigned location.

Service Delivery Excellence
* Apply a minimum of three specific techniques from 2026 experience and customer service training to enhance service delivery. Document implementation with specific examples and obtain client feedback.
* Demonstrate knowledge of the Moments that Matter and Workplace Experience programme and identify and implement two specific ways your role supports the programme, with measurable outcomes tracked and reviewed with line managers.
* Maintain 100% on-time Key Experience Indicators data submission. Keep action trackers current with weekly updates, ensuring all items have clear ownership, deadlines, and completion status for accurate reporting.
* Include comprehensive Workplace Experience section in all monthly reports covering: KEI scores with trend analysis, action updates with completion percentages, and specific mitigation plans with timelines for CSAT scores below 8/10 and Workplace Satisfaction Survey concerns.
* Respond to all Workplace Satisfaction Survey feedback within 48 hours of receipt. Ensure 100% of corrective actions are logged in trackers within 24 hours, with weekly progress updates and formal closure documentation when complete.

Facilities Operations & Corrigo Management
* Serve as a single point of contact for facilities-related matters, representing FM Operations to research and understand business needs, develop solutions, and provide implementation timeframes.
* Manage service requests, maintenance activities, and compliance with safety and quality standards using Corrigo, ensuring prompt and accurate management of work orders.
* Proactively raise Work Orders during floor walks to ensure the office is "ready" for business, and log opportunities for enhancements in the Action Plan tracker.
* Ensure quality and experience standards are met through corrective work orders and Key Experience Indicator scores, observing and feeding back on service partner performance.
* Use data (Azara, etc.) to provide foresight and suggestions to enhance colleague experience with an "always on" mindset.
* Assist in the management of all contractors on site to ensure they perform to required standards, including inspection of vendors' work.
* PPM management within required SLA and safety requirements.
* Support space allocation, desk assignments, neighborhood changes, meeting room booking support, and change management.
* Ensure signage and messages are current and relevant, including wayfinding.
* Reset furniture as needed across collaboration and meeting spaces.
* Maintain documentation, support audits, and facilitate onboarding and training of facilities staff.

Finance & Invoicing
* Assist in financial processes to ensure all financial management requirements are completed in a timely and accurate manner.
* Ensure prompt and accurate management of purchase orders in the internal financial management platform.
* Assist with monthly accrual reports and monitor finance trackers.
* Establish, maintain, and report on all site-related PO accruals, inputting accruals into corporate tools/forms.
* Interface with Accounts Payable, solve issues or queries related to financial accounts, and ensure timely, accurate processing and payment of provider invoices.
* Ensure compliance with procurement guidelines, proper benchmarks, and seek approvals as applicable.

Vendor Management
* Validate provider invoices, ensure safe systems of work, and maintain records of training, licenses, permits, certifications, and compliance.
* Define, measure, track, and report on vendor performance against pre-defined criteria and contract obligations utilizing metrics and KPIs.
* Work collaboratively within the account team in the delivery of Experience Services across all business lines.

Safety & EHS Management
* Conduct site inspections, assessments, regular audits, and carry out safety procedures as well as all building procedures and performance measures.
* Ensure premises are maintained as safe workplaces for all colleagues/occupants, with all activities covered by standard operating procedures and documented risk assessments.
* Participate and represent FM Operations on EHS committees, forums, or working groups as required.
* Conduct regular reviews of processes, systems, and arrangements to ensure effective controls, continual improvement, and verify safe working practices.
* Maintain a quality management system for documentation, processes, and procedures, supported through audit and corrective actions.
* Manage transparent and timely reports relating to risks, issues, performance, or any visible concerns regarding safety, providing action plans for resolution.
* Support emergency response plans, evacuation/invacuation drills, first aid and fire arrangements, and maintain records of qualified persons and compliance.
* Support the implementation and monitoring of disaster recovery and business continuity plans.
* Follow established escalation procedures and incident reporting procedures, identifying potential risks and escalating as appropriate.
* Prioritize the health and safety of people and buildings, following established safety protocols, reporting hazards/incidents, maintaining cleanliness, and encouraging safe practices in line with the One Team S.A.F.E.R together vision.

Culture & Continuous Improvement
* Constantly and proactively look for opportunities to improve workspace delivery to enhance the colleagues' experience.
* Take ownership of resolving issues and follow-up as necessary.
* Provide insights and feedback into the implementation of new initiatives.
* Proactively communicate etiquette and encourage behaviors appropriate to the space, providing feedback on behavioral trends.
* Promote alternative ways of working in line with Modular Hybrid and promote clear desk and clear space policies.
* Provide insights to FM on how the site is used by colleagues.
* Execute Ambassador services in a manner consistent with SLAs, standard processes, professional brand image, and compliant with applicable local laws, rules, and regulations.

Additional Responsibilities
* Assist in the management of physical assets and maintaining an asset register.
* Maintain premises in neat and good working condition at all times, ensuring all office supplies and services are operating to expected standards.
* Maintain duplicate office keys in good order.
* Support sustainability initiative tracking and environmental, social, and governance reporting, promoting resource efficiency, energy conservation, and environmental stewardship.
* Support data collection, analysis, and reporting to ensure alignment with goals and objectives.

What We Expect from All Our Colleagues
* Health & Safety: Prioritize the health and safety of people and buildings, following established safety protocols, reporting hazards/incidents, maintaining cleanliness, and staying informed about health and safety measures.
* Data-Driven Decision Making: Leverage your expertise to find actionable insights from data and translate it into action, clearly communicating the "what", "so what", and "now what".
* Sustainability: Deliver best-in-class sustainability solutions, promoting resource efficiency, energy conservation, and environmental stewardship, supporting innovative sustainability initiatives and driving continuous improvement.

Qualifications:
* Experience in a coordinator role working within facilities, property management, hospitality, or related fields (1-3 years minimum).
* Exceptional customer service skills and professionalism with a passion for hospitality.
* Adept at multitasking and able to manage multiple projects effectively in a fast-paced environment.
* Excellent verbal and written communication skills with the ability to communicate professionally.
* Proficient with computer equipment and programs (Word, Excel, Outlook, Teams, PowerPoint, OneNote) and keen interest in technology.
* Highly collaborative with strong interpersonal skills and a track record of excellent internal and external customer service.
* Able to work independently with strong prioritization and time management skills.
* Excellent organizational skills and process management.
* Languages: French and English

Preferred:
* Direct experience or strong interest in facilities management and customer service.
If this job description resonates with you, we encourage you to apply, even if you don't meet all the requirements. We're interested in getting to know you and what you bring to the table!

Key Performance Measurements
* Workplace Satisfaction Survey scores (visibility and point of contact, space allocation, and overall operational performance).
* Corrective Work Orders raised and Key Experience Indicator (KEI) scores.
* Action Plan tracker for enhancements and opportunities logged.
* Achievement of KPI and SLA targets.

Location:
On-site -Luxembourg, LUX

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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