Job Description

UK Soft Services Lead - UK Portfolio

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Position Overview

The UK Soft Services Lead serves as a strategic subject matter expert responsible for analysing, optimising, and standardising custodial operations across JLL's UK portfolio. This role focuses on productivity enhancement, performance gap analysis, and establishing best-in-class cleaning standards without direct staff management responsibilities. The position may require travel to European markets to support regional initiatives and knowledge transfer.

Key Responsibilities

UK Performance Analysis & Optimization

Conduct comprehensive productivity assessments across custodial operations throughout the UK Analyse operational metrics, KPIs, and benchmarking data to identify performance gaps Develop and implement productivity improvement strategies specific to UK market requirements Create standardized measurement frameworks for UK custodial service delivery Establish baseline performance standards and target improvement metrics for UK operations

UK Standards Development & Implementation

Design and maintain UK custodial service standards and operating procedures Create detailed service level specifications and quality control protocols Develop comprehensive training materials and standard operating procedures (SOPs) for UK teams Establish cleaning frequency matrices and task-time standards aligned with UK practices Implement quality assurance frameworks and inspection protocols across UK properties

Gap Analysis & Strategic Assessment

Perform detailed gap analyses between current state and target performance levels across UK operations Conduct root cause analysis of service delivery issues and operational inefficiencies Assess technology adoption opportunities and digital transformation initiatives for UK market Evaluate vendor performance and service delivery capabilities within UK supply chain Identify cost optimization opportunities while maintaining service quality standards

Subject Matter Expertise & Consultation

Serve as primary technical advisor on all custodial and janitorial service matters for UK operations Provide expert guidance on cleaning methodologies, equipment, and chemical selection Advise on UK industry best practices, emerging technologies, and sustainability initiatives Support UK business development efforts with technical expertise and service design Collaborate with UK regional teams to implement standardized approaches

UK Program Management

Develop UK-specific custodial service frameworks and operational models Create standardized reporting templates and performance dashboards for UK market Establish best practice protocols tailored to UK regulatory and market requirements Coordinate knowledge sharing across UK regions and property types Support contract negotiations with technical specifications aligned to UK standards

European Support & Knowledge Transfer

Provide consultative support to European operations when required Share UK best practices and learnings with European counterparts Participate in European benchmarking and standards alignment initiatives Support knowledge transfer and cross-regional collaboration projects Assist with European market analysis and comparative studies as needed

Required Qualifications

Experience & Education

Bachelor's degree in Facilities Management, Business Administration, or related field 8+ years of experience in custodial/janitorial services management within the UK market 5+ years in performance analysis, operations optimization, or consulting roles Strong understanding of UK commercial real estate and facilities management sector Experience with UK regulatory requirements and industry standards

Technical Expertise

Deep knowledge of UK cleaning industry standards (BICSc), methodologies, and equipment Understanding of productivity measurement and time-motion studies Experience with performance benchmarking and gap analysis methodologies Knowledge of UK sustainability practices and environmental regulations Familiarity with UK facility management technologies and systems

Analytical & Strategic Skills

Advanced data analysis and statistical analysis capabilities Proficiency in business intelligence tools and dashboard creation Strong project management and process improvement expertise Experience with change management and implementation strategies Ability to translate complex data into actionable business insights

Communication & Collaboration

Excellent written and verbal communication skills in English Additional European language skills advantageous but not essential Strong presentation and stakeholder management abilities Experience working with diverse teams and cross-functional collaboration Ability to influence without direct authority

Travel & Mobility

UK-based position with willingness to travel domestically (30-40% of time) Occasional European travel as required (5-10% of time) Valid passport and ability to work across European markets when needed Full UK work authorisation required

Key Deliverables & Success Metrics

UK productivity improvement targets (15-25% efficiency gains) Standardised UK service specifications and SOPs Comprehensive gap analysis reports with actionable recommendations for UK operations Performance benchmarking frameworks and KPI dashboards for UK market Cost optimisation initiatives with measurable ROI across UK portfolio Support documentation for European initiatives as required

Skills & Attributes

Strategic & Operational Excellence

- Combines strategic thinking with strong operational focus and data-driven decision-making approach

Communication & Interpersonal Skills

- Excellent written and verbal communication abilities that convey information professionally and clearly

Client Relationship Management

- Strong competency in building client relationships and balancing JLL and customer interests effectively

Problem-Solving & Analytical Thinking

- Objective, analytical approach to problem-solving with ability to handle ambiguity and research solutions

Program & Project Management

- Excellent planning, organisational skills, and employee experience program management expertise

Time Management & Prioritization

- Effective multi-tasking abilities with strong organisational skills to meet tight deadlines in dynamic environments

Team Leadership & Collaboration

- Matrix organisation leadership skills combined with teamwork, empathy, and maturity

Negotiation & Vendor Management

- Strong negotiation capabilities and vendor relationship management skills

Customer Service Excellence

- Customer service orientation with commitment to excellence and understanding of service delivery satisfaction

Adaptability & Energy

- Calm yet energetic approach to challenges with technical competence and ability to manage multiple competing priorities

Working Conditions

UK office-based position with hybrid working arrangements Regular travel to client sites and offices across the UK Occasional European travel for collaborative projects and knowledge sharing Flexible working arrangements to accommodate project requirements Standard UK working hours with occasional flexibility for European collaboration

Package

UK travel allowance and comprehensive expense coverage Performance-based bonus opportunities Competitive UK benefits package including pension, healthcare, and life insurance Professional development and certification support Flexible and hybrid working arrangements
This strategic UK-focused role offers the opportunity to drive excellence in soft service delivery across JLL's UK portfolio while contributing expertise to broader European initiatives when required