JLL supports the Whole You, personally and professionally.
Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you’ve got deep experience in commercial real estate, skilled trades, and technology, or you’re looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.
Key Interfaces
JP Morgan Chase as Client, the JPMC Premium team at JLL, occupier customers, third party stakeholders such as local retailers and other management organisations such as Canary Wharf Management.
Core Function
JLL Work Dynamics are delivering a Premium workplace solution to JP Morgan Chase’s London HQ portfolio. You will be responsible for ensuring collaboration and a sense of community within the workplace to support an enhanced experiential offer for JP Morgan Chase (“the employee”) to shape a Premium service culture.
You are expected to provide quality customer experience to employees, have strong leadership and ownership skills, be approachable and easy to communicate with, have a clear understanding of the wider business strategy and build relationships quickly. These skills and your approach should aim to foster collaboration and boost productivity.
You will be required to work closely with other stakeholders, such as other service partners appointed by JP Morgan Chase across the portfolio, local retailers, retailer associations, local authority and other delivery teams (e.g. events) in order to deliver solutions to employees within your role.
Responsibilities
* Working closely with the JLL teams (Work Dynamics & Bewonder*), to deliver the various strategies designed to implement a Premium customer experience.
* Be able to work collaboratively and build relationships with key stakeholders across the workplace teams
* Engage effectively with existing employees, new starters and visitors to the building
* Support in designing and delivering on-going strategies for Premium customer experience and market leading employee experience.
* Encourage colleague engagement and a collaborative environment between teams
* Provide a welcoming experience for all employees and colleagues, having a vested interest in developing relationships to understand the needs and pressure points across teams
* Develop skills in utilising specific CX practices you will support in the collation of feedback from stakeholders to identify experiential needs and measure customer and employee satisfaction.
* Deliver enhanced customer and employee experiences, supporting events and working with the communications team to promote activities to encourage occupancy and attendance
* Be able to monitor and prepare analysis as required to support line manager in providing best in class client reporting – includes adhoc feedback, general observations, activity results, behaviours, view on occupancy
* Support the Facilities Management team in responding to internal workplace issues and be the ‘go-to’ person for all workplace matters using whatever technology is available to support service delivery (Prism)
* Work to the strategy framework provided to help in improving customer and employee health and wellbeing.
* Deliver a vibrant and engaging event and activity programme to customers and employees.
* Consistently exhibit JP Morgan Chase values in all interactions with associates and customers.
Skills, Knowledge & Experience
* An experienced customer experience professional who is passionate about building relationships and establishing a culture of continual improvement.
* Track record in improving customer satisfaction and/or other relevant metrics.
* Has worked in a customer facing role for a minimum of 2 years – reception, hairdresser, retail, etc (not limited to)
* Practical experience in delivering workplace-based community events and activations - must be organised and able to multi-task
* An innovative approach to customer and employee experience.
* A passion for excellence in the delivery of customer and employee experience and high attention to detail.
* Detail oriented with the ability to solve problems.
* Curious, agile, team player and resilient.
* Strong communication, interpersonal and presentation skills.
* Confident style of communication – strong written and oral communication skills
* Tech savvy – able to use different digital devices
* Self-motivated, able to use their own initiatives, with a desire to deliver high standards and to promote this quality in others.
* Ability to utilise all available resources to deliver the service and resolve problems with the wider teams.
* Adaptable to different personalities and able to work with a dynamic customer base.
* Ability to build relationships with different teams across the business quickly to support the smooth running of operations.
Key Measures of Success
* Level of Customer Satisfaction
* Level of Employee Satisfaction
* Increase in occupancy across both buildings
* Attendance to all workplace initiatives
#LI-JA1
Location:
On-site –London, GBR
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! If you require any changes to the application process, please email EMEATA@jll.com or call + 44 ( 0 ) 20 7399 5010 to contact one of our team members to discuss how to best support you throughout the process. Please note, the contact details provided are to discuss or request for adjustments to be made to the hiring process. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.
JLL Privacy Notice
Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL’s recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.
For additional details please see our career site pages for each country.
For candidates in the United States, please see a full copy of our Equal Employment Opportunity and Affirmative Action policy here .
Activate your Personal JLL Job Alerts
Activate your Personal Job Alerts now and receive opportunities as soon as they are advertised.
At JLL, we give you the opportunity, knowledge and tools to own your success, because we value what makes each of us unique. We help our people thrive, grow meaningful careers and find a place where they belong. Together, we strive to be exceptional and shape a better world.
For over 200 years, JLL (NYSE: JLL), a leading global commercial real estate and investment management company, has helped clients buy, build, occupy, manage and invest in a variety of commercial, industrial, hotel, residential and retail properties. A Fortune 500company with operations in over 80 countries around the world, our employees bring the power of a global platform combined with local expertise. Driven by our purpose to shape the future of real estate for a better world, we help our clients, people and communities SEE A BRIGHTER WAYSM. JLL is the brand name, and a registered trademark, of Jones Lang LaSalle Incorporated. For further information, visit jll.com .
#J-18808-Ljbffr