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.



Workplace Team Leader

Based - Filton Bristol

Hours - 40hrs per week (Monday to Friday)



JLL empowers you to shape a brighter way.

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 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

What this job involves:

Driving 5-star customer service excellence through training and day-to-day line management on site at Rolls-Royce at Whittle House

To deliver an exceptional customer experience for all internal and external customers visiting the corporate facilities ensuring that all activity delivered is of the highest standard

Management of the meeting room set-up

Provide support and day-to-day management of the team i.e. annual leave requests, absence reporting, weekly key updates, 1-2-1s etc.

To support the Service Level Agreement by ensuring that all site activities are carried out effectively.

Build and maintain relationships with local site clients and act as escalation point for any Front of House/ Events issues.

To ensure customer requests are dealt with efficiently and effectively.

Assist in liaising with multiple service lines (cleaning, maintenance, catering) to ensure delivery of quality of service.

Assist JLL Facilities and other service line managers with contractor activities and projects.

Working to contractual KPIs and SLAs.

Ensure all receptions, events and meeting spaces are set to a defined standard with monthly auditing.

Develop and work to a standard set of operating procedures and processes.

Lead and support Emergency Evacuation procedures.

Raise work and escalate requests through the Maximo system

Engagement, culture & communication:

Accountable for creating reports and MI (Management Information) for contract.

Accountable for the quality of communication and quality of reports being submitted to client, team and business.

Responsible for driving company culture within their team.

Responsible for engaging with the wider business - e.g. attends managers forum meetings.

Responsible for ensuring Engagement Ambassador assigned to the contract.

Responsible for proactively looking for networking opportunities and gets involved where possible.

Responsible for ensuring the client is fully informed of all relevant information.

Client relationships:

To be articulate and pre-empt the needs of clients and visitors

To ensure all guests receive an excellent welcome and that you consistently deliver great service

Manage Visits Diary

To demonstrate a can-do attitude towards individual customers requests and strive to exceed customer expectations

To acquire a good knowledge of all on site services to be able to advise individual customers in line with the needs

To communicate in a clear, polite, and friendly way to all customers / staff in all departments - security, reception, cleaning, and maintenance

To liaise with service providers to ensure delivery of a quality service, on time, to specification

Collaborate with external vendors and partners to enhance the tenant experience through events and initiative

Develop effective relationships with external customers

To ensure customer requests are dealt with efficiently and effectively

Finance & Commercial Awareness:

Use computer as an effective communication tool, inputting data as requested into excel and word documents

Produce monthly statistics of utilisations for events, front of house

Accountable for measuring, meeting and reporting Key Performance Indicators (KPIs) with client input

Responsible for using KPI output / service reviews to improve service delivery

Responsible for implementing and maintaining the Standard Operating Procedure (SOP), seeking constant improvement

People & productivity:

To lead and manage the Customer Support team to deliver a first-class service within Rolls-Royce Whittle House

Provide support and day-to-day management of the team i.e. annual leave requests, absence reporting, weekly key updates, 1-2-1s etc.

To cover Reception from 1.30 - 5pm also cover holidays and sickness

Provide a VIP Concierge Service, including "Meet and Greet" and Reception duties

To portray a friendly, professional and courteous demeanour at all times, using open and appropriate body language

To ensure you are immaculately dressed in uniform and adhere to Client and JLL grooming standards

Assist in any other reasonable duties as required.

Events:

Provide operational support to internal events

To communicate professionally with residents of the building (inc. building-wide messages) and the client, always providing a 5level of service
Provide support with co-ordinating events on site and liaising with Catering/hospitality team

Review customer feedback tracking remedial actions through to closure

Proactively seek tenant feedback and suggestions for improvement, ensuring high levels of tenant satisfaction.

To handle any guest complaints and provide a swift solution or escalate as appropriate

Ensure consistent, high-quality support is supplied to the business consistently

Meeting Rooms Management:

To be responsible for the meeting room set-up prior to the meeting requests for the following day, including manual handing

Process meeting room requests, for internal & client meetings.

Ensure all meeting, conferencing and event spaces within our control are set to a defined standard including dividing rooms and reconfiguring furniture

Address issues, coordinate with appropriate teams to ensure quick and efficient resolution

Provide AVIT support for conferences and events

Maintain and actively utilise a portfolio of information to assist with client queries for example, transport, inter site bus & car parking.

Conduct building orientation sessions to familiarise new tenants with building protocols and services.

Collaborate with external vendors and partners to enhance the tenant experience through events and initiatives.

HSSE and wellbeing:

Work to and periodically review a standard set of operating procedures

Support Emergency Evacuation procedures

Carry out the building HS&E daily inspection before the building opens ensuring all actions are tracked through to closure

To efficiently report any maintenance, IT or Health and Safety concerns to the relevant department

Ensure all meeting room requests are completed in accordance with the SLA

Responsible for always working in a safe manner and in line with any SOP's and HSSE folder, Check RAMS and make sure all events run safely

To actively complete departmental checklists ensuring quality of service and standards pertaining to the presentation and maintenance of meeting rooms and public areas

Attend weekly service line meetings

Strategy: innovation, change & project management:

Responsible for ensuring team members have objectives in place that are linked to the strategy.

Responsible for identifying innovation opportunities within their sites

Responsible for assisting line manager in any wider business projects.

Responsible for developing a culture of continuous improvement and innovation that delivers ideas and improvements.

Responsible for analysis and proactive use of Management Information (MI).

Person Specification:

A clear understanding of Health & Safety practices, including Risk Assessment

Customer orientated approach

Enthusiastic and conscientious

An understanding of Audio Visual and IT systems and the ability to explain this accurately to customers

Computer literate (Word, Excel, Outlook E-mail)

Clear, strong and confident communication skills

Team player with an enthusiastic attitude

To work efficiently and effectively in a team as well as individually

A world class customer service ethic, consistent in delivery and insist of high standards of yourself and your colleagues

The ability to adapt quickly as it is a fast-paced environment

Excellent written and oral communication skills

High attention to detail

Flexible approach to working hours

At JLL, we believe the most effective teams are built when everyone is empowered to thrive. We support each other's wellbeing and champion inclusivity and belonging across teams, reflecting the diversity of the UK. If you're ready to take the more inspiring, innovative, and optimistic path on your journey toward success as a Workplace Team Leader, we invite you to join our team and make a lasting impact

#LI-DW2



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.