JLL empowers you to shape a brighter way.

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.

Job Summary

A highly self-motivated and passionate person about customer service a team player and with a great attention to detail.

You will take ownership and lead all aspects of the Workplace experience, oversee the desired behaviours, help orient and settle new and visiting staff, lead 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 relationships 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 staff, your ownership of the workspace 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.

Key Roles and Responsibilities

Lead and manage the Customer Experience services within the workplace and its impact to all employees and visitors
Proactive communicator with all key influencers within JLL
Own the space within your portfolio of buildings ensuring a fantastic customer experience is delivered all the time.
Support the strategic JLL contract journey
Liaising with the team and other key stakeholders.
Total responsibility for the service delivery and the customer experience
Ensure your team is fully informed about operational updates, processes and account wide objective so that they feel informed, involved and supported.
Provide written reports and quality data as required
Key driver for the operational 1FM Workspace Experience Survey NPS
Assist in the operational management of the portfolio of buildings comprising of critical environments and offices helping with the coordination, direction and working with the on-site and Verizon 3rd party suppliers to ensure service is maintained to the highest standard, to include but not be limited to;
Own the operational space to ensure a fantastic Service Journey for customers within your location
Support the look and feel of all the portfolio building from a housekeeping, cleaning perspective both internally and externally
Be aware of all and any projects which are being undertaken within the portfolio which may have an impact on operational delivery, contract or Verizon risk.
Assist in the management, monitoring and reporting on the operational performance of the contract, including operational delivery of planned and reactive works and financial management,
Ensuring full statutory and operational compliance is achieved in line with contract KPI’s.
Work with the agreed financial parameters agreed within the contract, ensuring that all security, health and safety items are completed within the agreed SLA’s.
Ensure compliance with JLL H&S processes and procedures, including internal and external audits.
Actively participate and contribute to all team and management meetings.
To ensure that customers are given a prompt and efficient service and expectations are consistently exceeded.
To regularly monitor customer feedback and produce an appropriate action plan based on the results.
To maintain an effective business relationship with the client by understanding their needs and transferring these into the location.
To ensure that you deliver what you promise to the customer, client and team.
To ensure that all agreed service objectives are met in line with client expectations.
To establish and maintain controls in order to ensure the security of premises, materials, money and resources.
To be aware of changing needs of customers and to develop new products and systems accordingly.
To ensure that all agreed service objectives are met in line with client expectations.
To provide an excellent standard of client service.
Any other duties required as part of the role as and when requested

Person Specifications

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
Proven ability to motivate, lead and develop a team of people
Ability to interface across all levels of the organisation
Ability to negotiate and influence across Client and Supplier organisations
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
Computer literate
Good written and verbal communication
Ability to build and maintain relationships
Ability to lead motivate and develop a team
Excellent time management and organisational skills
Ability to react quickly and decisively when faced with a problem or issue
Ability to work under pressure and to tight deadlines
Commercial and financial awareness in a client environment
College degree preferable. Additional relevant experience acceptable
2-4 years of experience in a customer service and/or retail/sales role, ideally in multinational organisation will be looked upon favourably.

Location:

On-site –Dublin, IRL

If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements. We’re interested in getting to know you and what you bring to the table!

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For candidates in the United States, please see a full copy of our Equal Employment Opportunity policy here.

Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process – you may email us at accomodationrequest@am.jll.com. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.

Workplace Lead (Facilities Manager)

JLL

Workplace Lead (Facilities Manager)

JLL