Workplace Experience Associate

3 weeks ago

Surrey, United Kingdom JLL Full time

JLL supports the Whole You, personally and professionally.

Job Title
Workplace Experience Associate / Customer Service Manager
Department/Client Account
IFM - CLIENT Account Dublin GO / Lamberts, Tunbridge Wells, UK
Line Manager
Senior Workplace Experience Leader, Brooklands and UK South
Number of Subordinates
None
Job Summary/Goals
Responsible for leading the delivery of a defined scope in the area of FM and PM, forecasting and budget management support, Soft Services such as Meeting Service, Cleaning, Mailroom and other day to date operational tasks etc.

Assures that services offered fitting client needs and meeting the contractual agreement. Offering high-class client service on a daily basis in all areas of responsibility. Deliver these services with the goal to ensure highest satisfaction and make a change in a way that optimal Human Experience is achieved. In this capacity there are 6 major activities for which you are accountable:
People Management - develop and sustain a high quality well motivated team
Client Management - ensure that on site Clients expectations are met
Contracts Management - ensure that all contracts are professionally delivered
Site Operations Management
Health and Safety Management - ensuring the provision of a safe working environment
Finance Management - ensure that the site’s financial operations are meeting targets and control requirements
Human Experience/ Hospitality management - implementing Industry Best Practice operations and own initiatives.
Essential

**Responsibilities**:
People ManagementProvide leadership for operational team
Mentor & enable training & development of team members
Foster a team working environment

Client ManagementStrive to “delight” the Client in all aspects of service delivery
Interact on a regular basis with the appropriate P&G contacts such as HR representatives and on site client personnel to discuss on-going service delivery and planning

Contracts ManagementEnsure that all contracts at the site are delivering the required service at the correct cost
Work with Regional and Global Purchasing to implement Regional/Global sourcing strategies
Act as single point of contact for the contract partners and assure regular follow up of day-to-day business

Site Operations ManagementDeliver services as defined in the relevant schedules of the Master Agreement
Report critical & key performance measurements & achieve targets
Seek for innovation and create a hospitable approach towards the client in your area of responsibility
Work with Client and Manager to develop and implement improved/new processes that improve service to the client and /or reduce cost.

Health and Safety Management
Support the achievement of all legal and Client required H&S regulations Ensure that all Jones Lang LaSalle staff in your area of responsibility is working in compliance with H&S regulations
Finance Management
Ensure that the financial targets are met in the area of responsibility. Provide standard monthly/quarterly/annual reporting and management reports as required

Human Experience/ Hospitality Management
You enjoy and excel working on a fast-paced environment. You are detailed oriented to deliver results timely and with the highest quality. You feel empowered to create memorable human experiences for the client, the internal JLL team, and the account’s OneTeam while upholding safety standards. You are a passionate expert that embodies the JLL Human Experience culture of being an early adopter and turning problems into opportunities while having the flexibility to think outside of the box. You are a role model with uncompromising standards who works as a collaborative team player, communicates professionally and demonstrates accountability. You are open to new and innovative ideas and you focus on continuous improvement and delighting the customer. At JLL you are expected to think “WE”. Everyone in the organization is part of the team You are a proactive, empathetic leader who brings a positive attitude to the workplace each day. You are a change agent who lives JLL’s core values, including: ethics, teamwork and excellence. Working with and for people is your passion
Additional

**Responsibilities**:
Provide site communication towards the client and support the local JLL team in creating it
Set up process documentation for initiatives and work processes in general
Support the development, implementation & delivery of training for yourself & your operational team
Regularly interact with the counterparts of your cluster to exchange ideas, approach towards initiatives and innovations
Site visits to both Dublin and Tunbridge Wells sites as agreed frequencies.
Key Performance Measures
Staff Satisfaction Survey
KPIs/Master Agreement Reporting requirements
Audit scores/ Vendor Scorecards
Implementation of Best Practice
Agreed cost savings initiatives
Budgets/forecast accuracy
Client Surveys (as defined in Master Agreement)
Contracts SLA’S

**Skills**:Comman

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