Overview
Join to apply for the Workplace Team Leader role at JLL.
Based – Filton Bristol. Hours – 40hrs per week (Monday to Friday).
Employment type: Full-time
What this job involves
* Driving 5-star customer service excellence through training and day-to-day line management on site at Rolls-Royce at Whittle House
* To deliver an exceptional customer experience for all internal and external customers visiting the corporate facilities, ensuring that all activity delivered is of the highest standard
* Management of the meeting room set-up
* Provide support and day-to-day management of the team (annual leave requests, absence reporting, weekly key updates, 1-2-1s, etc.)
* To support the Service Level Agreement by ensuring that all site activities are carried out effectively
* Build and maintain relationships with local site clients and act as escalation point for any Front of House/Events issues
* To ensure customer requests are dealt with efficiently and effectively
* Assist in liaising with multiple service lines (cleaning, maintenance, catering) to ensure delivery of quality of service
* Assist JLL Facilities and other service line managers with contractor activities and projects
* Working to contractual KPIs and SLAs
* Ensure all receptions, events and meeting spaces are set to a defined standard with monthly auditing
* Develop and work to a standard set of operating procedures and processes
* Lead and support Emergency Evacuation procedures
* Raise work and escalate requests through the Maximo system
Engagement, culture & communication
* Accountable for creating reports and MI (Management Information) for contract
* Accountable for the quality of communication and quality of reports being submitted to client, team and business
* Responsible for driving company culture within their team
* Responsible for engaging with the wider business - e.g. attends managers forum meetings
* Responsible for ensuring Engagement Ambassador assigned to the contract
* Responsible for proactively looking for networking opportunities and getting involved where possible
* Responsible for ensuring the client is fully informed of all relevant information
Client relationships
* To be articulate and pre-empt the needs of clients and visitors
* To ensure all guests receive an excellent welcome and that you consistently deliver great service
* Manage Visits Diary
* To demonstrate a can-do attitude towards individual customers requests and strive to exceed customer expectations
* To acquire a good knowledge of all on site services to be able to advise individual customers in line with the needs
* To communicate in a clear, polite, and friendly way to all customers / staff in all departments – security, reception, cleaning, and maintenance
* To liaise with service providers to ensure delivery of a quality service, on time, to specification
* Collaborate with external vendors and partners to enhance the tenant experience through events and initiatives
* Develop effective relationships with external customers
* To ensure customer requests are dealt with efficiently and effectively
Finance & Commercial Awareness
* Use computer as an effective communication tool, inputting data as requested into Excel and Word documents
* Produce monthly statistics of utilisations for events, front of house
* Accountable for measuring, meeting and reporting Key Performance Indicators (KPIs) with client input
* Responsible for using KPI output / service reviews to improve service delivery
* Responsible for implementing and maintaining the Standard Operating Procedure (SOP), seeking constant improvement
People & productivity
* To lead and manage the Customer Support team to deliver a first-class service within Rolls-Royce Whittle House
* Provide support and day-to-day management of the team (annual leave requests, absence reporting, weekly key updates, 1-2-1s, etc.)
* To cover Reception from 1.30 – 5pm also cover holidays and sickness
* Provide a VIP Concierge Service, including “Meet and Greet” and Reception duties
* To portray a friendly, professional and courteous demeanour at all times, using open and appropriate body language
* To ensure you are immaculately dressed in uniform and adhere to Client and JLL grooming standards
* Assist in any other reasonable duties as required.
Events
* Provide operational support to internal events
* To communicate professionally with residents of the building (inc. building-wide messages) and the client, always providing a 5* level of service
* Provide support with co-ordinating events on site and liaising with Catering/hospitality team
* Review customer feedback tracking remedial actions through to closure
* Proactively seek tenant feedback and suggestions for improvement, ensuring high levels of tenant satisfaction
* To handle any guest complaints and provide a swift solution or escalate as appropriate
* Ensure consistent, high-quality support is supplied to the business consistently
Meeting Rooms Management
* To be responsible for the meeting room set-up prior to the meeting requests for the following day, including manual handing
* Process meeting room requests, for internal & client meetings.
* Ensure all meeting, conferencing and event spaces within our control are set to a defined standard including dividing rooms and reconfiguring furniture
* Address issues, coordinate with appropriate teams to ensure quick and efficient resolution
* Provide AVIT support for conferences and events
* Maintain and actively utilise a portfolio of information to assist with client queries for example, transport, inter site bus & car parking.
* Conduct building orientation sessions to familiarise new tenants with building protocols and services.
* Collaborate with external vendors and partners to enhance the tenant experience through events and initiatives.
HSSE and wellbeing
* Work to and periodically review a standard set of operating procedures
* Support Emergency Evacuation procedures
* Carry out the building HS&E daily inspection before the building opens ensuring all actions are tracked through to closure
* To efficiently report any maintenance, IT or Health and Safety concerns to the relevant department
* Ensure all meeting room requests are completed in accordance with the SLA
* Responsible for always working in a safe manner and in line with any SOP's and HSSE folder, Check RAMS and make sure all events run safely
* To actively complete departmental checklists ensuring quality of service and standards pertaining to the presentation and maintenance of meeting rooms and public areas
* Attend weekly service line meetings
Strategy: innovation, change & project management
* Responsible for ensuring team members have objectives in place that are linked to the strategy.
* Responsible for identifying innovation opportunities within their sites
* Responsible for assisting line manager in any wider business projects.
* Responsible for developing a culture of continuous improvement and innovation that delivers ideas and improvements.
* Responsible for analysis and proactive use of Management Information (MI).
Person Specification
* A clear understanding of Health & Safety practices, including Risk Assessment
* Customer orientated approach
* Enthusiastic and conscientious
* An understanding of Audio Visual and IT systems and the ability to explain this accurately to customers
* Computer literate (Word, Excel, Outlook E-mail)
* Clear, strong and confident communication skills
* Team player with an enthusiastic attitude
* To work efficiently and effectively in a team as well as individually
* A world class customer service ethic, consistent in delivery and insist of high standards of yourself and your colleagues
* The ability to adapt quickly as it is a fast-paced environment
* Excellent written and oral communication skills
* High attention to detail
* Flexible approach to working hours
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