Job Description

JLL supports the Whole You, personally and professionally.



Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you've got deep experience in commercial real estate, skilled trades, and technology, or you're looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.



UK Soft Services Lead - UK Portfolio

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



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



Personalized benefits that support personal well-being and growth:



JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health.



About JLL -



We're JLL--a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That's why we're committed to our purpose to shape the future of real estate for a better world. We're using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people, and our communities.



Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we're honored to be recognized with awards for our success by organizations both globally and locally.



Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we're headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.