Key Responsibilities
* Provide dedicated facilities helpdesk function, focusing on the highest standard of FM and customer service to the Capital One client.
* Provide administrative support for the FM management team.
* Cover the goods in / mailroom during holidays or sickness.
* Deliver the highest standard of client and customer focus through the facilities helpdesk.
* Provide administrative support to the Facilities Manager / Account Director and client, and support other managers as required.
* Ensure all customer requests are delivered within agreed service levels (meeting room, catering, cleaning, courier mail, and printing requests).
* Assist in compiling data/statistics for the monthly client governance report.
* Assist in preparation of monthly reporting & performance measurement of operational services.
* Acknowledge the role as management office “ambassador”; ensure firm image is reflected through proper telephone and email procedures and quality service.
* Greet guests and visitors to the management office and effectively deal with their concerns in a professional, courteous manner.
* Mail services including business mail, personal mail, and couriers.
* Be the SME for all first line facilities questions or queries, be knowledgeable of services, processes, and agreed completion times.
* Support a team spirit within the guest services team; recognise importance of teamwork in achieving departmental objectives.
* Carry out mailroom/goods-in duties as required.
* Assist in documenting lost property process control and prepare Standard Operating Procedure manuals.
* Coordinate response to more complicated user service requests and assure follow-up.
* Assure compliance with JLL policies, procedures, and standard practices.
* Book training courses for all staff.
* Contribute to overall contract objectives and respond effectively to new directives.
Key Performance Measures
* Compliance with Health and Safety legislation.
* High customer satisfaction survey rating.
* Work order closure within agreed timescales.
Required Experience & Qualifications
At least 3 years’ experience working in a similar position with a good understanding of FM business.
* Excellent communication and customer service skills.
* Capable of influencing within cross‑functional teams.
* Knowledge of varied PPM & Reactive Management Control Systems (preferred).
* Experience of a helpdesk operation and meeting‑room booking systems.
* Analytical approach to problem solving; ability to influence others to provide solutions.
* PC literate with knowledge of Google applications.
* Desire to develop skills and progress (essential).
* Must be able to work under pressure.
* Must lead by example.
* Knowledge of E1/JDE (advantageous).
* Good working knowledge of G‑Suite (Docs, Sheets, Gmail, Slides, Zoom) and other standard software used by JLL or the client.
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