JLL empowers you to shape a brighter way.

Our people at JLL and JLL Technologies 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.

Overall Role

Candidate Profile

Duties & responsibilities

The Experience Services Team Leader is strategic role, responsible for designing, leading, managing and ensuring the Welcome host and Colleague host teams deliver a memorable experience to our visitors and colleagues each day through engagement, proactive communication and exceptional service delivery.

This role will lead and inspire with an authentic, hands on approach. We’re looking for a proactive, visible manager driving positive change. Challenging and evolving our service delivery standards both in their office and across the UK.

The role should be the point of contact for OurWorkplace, knowledgeable on all our services, championing engagement whilst also ensuring service standards are maintained. The responsibilities of the role start with designing the customer journey from travelling to our offices and then through every touchpoint of our services.

This role ensures we deliver on our promises.

I lead by example. I am an upbeat individual with integrity and a can-do attitude. I am passionate about delivering an exceptional level of service and take responsibility my teams performance. I build relationships quickly and efficiently and always look for innovative ways to improve efficiencies within the workplace and enhance client experience. I am flexible and adaptable. I enjoy completing tasks and working to deadlines to deliver for the people around me. I have  passion and drive to deliver the very highest levels of customer service and experience. I enjoy leading a team and love a challenge. I strive to deliver in every aspect of my role and drive my team to do the same.

Leadership and team supervision

Design the service delivery and standards for the host team.
Ensure the experience team strategy is clear and measurable for both the host teams, colleagues and clients.
Manage a team of welcome and colleague hosts to ensure we deliver memorable and exceptional visitor and colleague experience.
Recruitment, training and performance management of all team members. Create development plans for all team members.
Monitor, motivate and engage our teams to deliver a personal and inspired service, creating a create a culture of excellence.
Continual review and audit of service standards and procedures, design and implement best practice
Manage the operational rota, ensuring coverage in place, at all times for all business needs
Build an empowered, proud, capable team that consider all aspects of service on site.
Implement a team training programme
Represent OurWorkplace in stakeholder engagements and meetings
Prepare monthly reports for Site Lead meeting pack
Adhoc duties as required.
 

Customer Service & Communications

Responsible for the overall efficient and effective daily operations and service delivery of the front of house teams.
Engage and train the teams to provide effortless service and experience with every interaction.
Identify areas for improvement to drive continuous evolution of our service delivery.
Visibly engaged and well known in the workplace; considered the face of the service on site.
Communicate effectively and efficiently with all service and experience teams.
Manage the team’s response and prioritising of requests (verbal/email) or issues within one day of receipt. Audit of responses.
Flexible and adaptable to changing environments and requests.
Be the voice of our clients in workplace considerations.
Visitor Management

Design, implement and oversee arrival and departure procedures, including meeting booking requests
When required, assist in the welcome, registering, and assistance of visitors and colleagues in compliance with client security policies while delivering a human-centric approach aiding in a tailored approach.
Ensure all enquiries are answered professionally
Day-to-day and ad hoc colleague and visitor assistance and identifying opportunities to anticipate the needs of our visitors and colleagues.
Create a knowledge base to allow the team to respond to inquiries from internal and external visitors regarding such information as: locations of buildings, local services and local amenity information
Maintain confidentiality at all times
Conference and Meeting Room Booking Management

Ensure the teams are trained and competent on all required systems.
Ensure the team complete meeting room checks, audit of findings.
Prepare and train the team to deal with last minute changes and ad hoc requirements.
Implement meetings with essential services partners (Cleaning, Security, Engineering and Catering) to review service delivery.
Create a process to gain feedback from regular users of our service to capture feedback and drive improvement.
Use innovation and technology to capture and record utilisation, driving meeting room optimisation.
Liaise with the audio visual team (for all necessary IT, communication, audio, video, projection needs) ensuring that the technology within these rooms operates efficiently and without any problems.
Train the team to problem solve/first fix AV issues
Candidate Qualifications

Role is required for 40 hours per week
Main business hours are 8am-6pm Monday through Friday
Standard shifts will be 8am-5pm or 9am-6pm
Operational coverage requirements may change
Overtime or extra shifts are dependent upon business levels

Candidate Experience

Degree in hospitality or equivalent experience is desired or 2 – 5 years prior experience in hospitality, tourism, events operations property management, or related profession
Previous leadership or management experience
Knowledge/experience of FM services (Security, Cleaning, Security and Mailroom services) desired

Candidate Profile

Experience of managing a service representing multiple service lines.
Proactive approach, focus on continuous improvement and innovation
Inspires pride, lives their service
Confident, friendly & engaging
Ability to prioritise tasks
Ability to lead and influence
Solutions driven approach, ability to escalate as required
Customer focused mentality with a passion for hospitality
Proven Leadership skills including people and performance management.
Strong sense of responsibility
Immaculate professional presentation
Excellent verbal and written communication skills, ability to communicate professionally at all levels
Meticulous with strong organizational and time management skills
Strong interpersonal skills and highly collaborative, proven stakeholder management.
Proficiency with Microsoft Office (Excel, Word, PowerPoint, Visio, and Outlook) Super user with booking systems, visitor management systems, VC/AV meeting room tech