Reporting to the Site Lead the Soft Service Manager is responsible for overseeing all OurWorkplace services which fall under their responsibility (Cleaning, Mailroom, Reprographics, Transport, Internal Planting, Pest Control, Waste, Porterage) within their building(s). This role inspires the onsite teams and service partners to innovate and strive for continuous improvement. This role supports the Site Lead and Workplace Manager, stands in for them during absence, they are an ambassador for our services and overall standards.,
Responsibilities
* A dependable leader, self-starter and innovator with an attention to detail to lead and inspire the service partner team, driving ownership of client services and relationships across.
* Detailed understanding of service standards and deliverables in line with Contract and ensure that all Workplace service teams performance is aligned to agreed SLA's and KPi's.
* Drive and promote safety culture within portfolio including subcontractors, suppliers and visitors.
* Create, deliver & sustain, a first‑class service provision to the client.
* Establish relationships with Site Lead, supporting Leadership Teams, Senior Account managers and Client to establish trust and credibility in the delivery of Workplace services.
* Manage subcontractors and suppliers to deliver goods and services against contracts and expectations.
* A critical team player, innovative with an attention to detail ensuring interfaces for all services between the client and service partners.
* Ensure client satisfaction with delivery of Workplace services and provide a lead role in monitoring and increasing customer satisfaction.
* Support in the implementation of short and long‑term projects for the client as requested.
* Lead the strategic development of overall services which is aligned to JLL/Client strategic vision.
* Manage monthly reports of the service partners to establish our teams are meeting agreed service levels.
* Assume ownership of best practice standards and innovation in the services portfolio, including identification of opportunities for improvement and cost efficiencies.
* Ensure site compliance with latest legislation and regulations.
* Supporting the Operation through defined audit processes, developing action plans for improvements.
* Support Internal and External Audits from collation and completion to submission.
* Support the strategic development of overall Workplace services.
* Support with finance processes and budget preparation.
* This list is not exhaustive, Adhoc duties as required.
Accountabilities
* Operate and comply with JLL & agreed Client business processes/procedures.
* Coordinate regular reviews of the site business continuity plan.
* Maintain a proactive relationship with the Client and understand the portfolio-based businesses' current and future requirements.
* Proactively support and deliver a collaborative and co‑operative environment across the FM workplace Solutions team.
* Ensure safe working practices through implementation of JLL Health & Safety standards & regulations.
* Ensure that all Health, Safety and Environmental requirements that are defined in work instructions are communicated in training.
* Follow required emergency prevention and operational controls.
* Report of all accidents, occupational illnesses, and emergencies.
* Manage suppliers and collaborate with supply partners and resolve service issues as they arise.
* Provide accurate and timely reports on performance of suppliers and supply partners supporting the site.
* Support implementation of JLL operational initiatives and hard/soft services projects.
* Vendor Management - manage performance, motivate, train and develop team to ensure the performance objectives are met, and performance bar is continually raised.
* Excellent PC skills, proficient in Microsoft office
Personal Attributes
* Customer focused.
* Good communicator - both written and verbal.
* Assertive.
* Possess cultural awareness and sensitivity
Key Skills and Experience
* Facilities/Premises Management in a Corporate/Blue Chip environment
* Experience in managing a quality customer driven service
* Ability to develop ongoing FM opportunities driving cost efficiencies through a proactive approach, best practice, and continuous improvement across soft FM service lines
* Sound understanding of Health Safety and Environmental issues and requirements, a managerial mindset with experience in a related service environment.
* Demonstrate experience in dealing with customer service and exhibit key skills within this area.
* Competent with localized budgetary and P&L control knowledge.
* Experience in contract management and measurement.
* Experience in working in a change management environment.
* Sound understanding of continuous improvement/problems solving process.
* Computer literate in MS Office Applications.
* Experience of 4 years plus in a managerial role within a Workplace environment.
Preferred Skills & Behaviours
* Excellent PC skills, proficient in Microsoft office
* Strong leadership skills.
* Competent in oral and written skills.
* Customer focused.
* Sound problem-solving ability.
* Strong time management skill.
* Possess cultural awareness and sensitivity
We are committed to making all stages of our recruitment process and employment accessible to candidates with disabilities and long‑term health conditions. Please do feel able to be open about this at any point during the process and our recruitment team will work with you to establish the most appropriate adjustments. We are keen to support all our employees with juggling their work, personal and family commitments and alongside our approach to flexible working, we have a comprehensive parental transition support programme to assist parents during the early months and years of parenthood.
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.
JLL Ltd is a Living Wage accredited business, as we believe a fair day's work deserves a fair days' pay. To find out more about our Living Wage accreditation please go here http://www.jll.co.uk/united-kingdom/en-gb/about/living-wage?devicechannel=default
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.
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