A highly self‑motivated and passionate customer service team player with a great attention to detail. The key focus for this role will be to create a single and visual point of contact for Client visitors and employees and to act as the primary interface between the internal operations of Client and its clients. Providing services to the highest possible standards as well as representing the Client and JLL values in appearance, presentation and manners. You will take ownership and manage the front of house experience, oversee the desired behaviours, help orient and settle new and visiting staff and support the facilities management team in providing a great workplace experience and provide the necessary support for business related events and community‑based initiatives. In this role, you will bring your people focused skills including strong stakeholder management and relationship building, continuous engagement and communications as well as your ability to proactively support the needs of our staff, clients and business partners. You will be instrumental in ensuring the workplace delivers a great experience for visitors and staff, your ownership of the workplace by making sure you have happy customers in your community and your ability to proactively resolve queries and issues will be the cornerstone to your success in this role. Supporting the Workplace Lead and Regional Lead in overseeing daily site services to include helpdesk management, finance admin tasks, client queries and requests, communication with vendors and accelerating issues as necessary. Ensuring a safe, clean, and comfortable work environment at all times.
Responsibilities
* Responsible for and managing the Customer Experience services within reception and workplace and how it impacts all Client employees and visitors
* Supporting with switchboard cover, as required with a friendly and professional manner
* Monitoring of Facilities Helpdesk phoneline
* Access pass management, to include updating sub‑contractor passes and working with client security team to manage temporary access requirements
* Working with key stakeholders to assist with the planning, coordination and logistical support of onsite events
* Mail and courier management
* Archiving
* Responsible for stationery orders and stock control
* Responsible for client G‑Site updates for your site
* Meeting room management and set ups using online booking system
* Coordinate and manage special requests for workplace services that are outside of the routine services provided
* Oversee work performed by subcontracted supply chain and ensure that all work is performed at the prescribed service level and frequency
* Support Workplace Lead with site inspections/audits to ensure a clean, safe and comfortable work environment, including first aid box checks
* Perform finance tasks as required, to include, but not limited to, raising of POs for your site, Goods Receipting, communicating with vendors and JLL Accounts Payable to resolve invoice queries
* Be aware of all and any projects which are being undertaken within the portfolio which may have an impact on operational delivery, contract or Client risk
* Assist with all compliance administration for JLL and Client H&S processes and procedures, including internal and external audits
* Actively participate and contribute to all team and management meetings
* To ensure that all agreed service objectives are met in line with client expectations
* To be aware of changing needs of customers and adjust the service accordingly in line with global standards
* Any other duties required as part of the role as and when requested
Qualifications
* You are passionate about people, providing them with great experiences. A natural "people person" with exceptional Customer Service skills
* Has strong relationship building skills to be able to get to know, understand and respond to the needs of our staff and customers
* High attention to detail
* Flexible and proactive
* Ability to react quickly and decisively when faced with a problem or issue
* Previous experience in working within a Front of House or Reception environment ideally gained within a corporate or hotel environment
* Able to work off their own initiative and with minimal direction
* Strong team player with a commitment to support their colleagues
* Exceptionally organised and skilled in multi‑tasking
* Computer Literate - good understanding and working knowledge of office software
* Communication - good level written, oral communications skills. An influential communicator, with the ability to deliver clear and concise messages and identify mutually agreeable solutions
* Proven track record of achievement
* An ability to understand problems, its impact and provide resolutions in a timely manner
* Feel empowered to take action and resolve issues quickly and thoughtfully
* Excellent time management and organisational skills
* Ability to work under pressure and to tight deadlines
Company Culture
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.
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