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Facilities Operations Specialist

2 months ago

Surrey, United Kingdom JLL Full time

JLL empowers you to shape a brighter way .

Our team at JLL and JLL Technologies is at the forefront of transforming the real estate landscape for a sustainable future by integrating top-tier services, consultancy, and technology for our clients. We are dedicated to attracting the most skilled and talented individuals, providing them with the tools to flourish, develop rewarding careers, and discover a community where they feel valued. Whether you possess extensive experience in commercial real estate, technical trades, or technology, or you are eager to leverage your relevant skills in a new sector, we invite you to join our team as we pave the way for a brighter future.

Facilities Operations Specialist

The Facilities Operations Specialist will support the Account Director in managing operational tasks related to finance, maintenance, vendor management, procurement of materials, equipment, and supplies, as well as occupancy services. The responsibilities outlined below may be adjusted periodically to align with operational needs.

Key Responsibilities:

Client/Stakeholder Engagement

  • Deliver exceptional customer service to fulfill on-site client expectations.
  • Serve as a point of escalation for Agency personnel and key contacts regarding Facilities matters. Conduct regular site inspections to identify issues and assist in their resolution, escalating to the Facilities Manager as necessary.
  • Cultivate and maintain strong relationships with key stakeholders; fully comprehend the dynamics of relationships at the site level.
  • Identify opportunities to enhance service delivery and provide improved value. Continuously explore innovative ideas to elevate service quality. Collaborate closely with suppliers to foster innovation and improvement.
  • Collaborate with the Facilities Manager to implement a continuous improvement program among key suppliers.
  • Communicate any concerns or issues related to building services to the client as needed (escalation).
  • Assist tenants on each floor with daily requests.
  • Engage with the building landlord as required.

Vendor Oversight

  • Aid in managing all contractors on-site to ensure compliance with required standards (including inspection of vendor work). Fully understand the service delivery model for each key supplier.
  • Act as a liaison for all suppliers regarding Building Services issues (supporting the Facilities Manager who is directly accountable for all suppliers). Understand their business model and challenges to ensure high-quality service delivery to the client.
  • Participate in monthly supplier meetings to discuss performance highlights and areas for improvement.
  • Conduct spot checks on all aspects of supplier service delivery, including inspections of work, site documentation, and standard operating procedures.

Financial Oversight

  • Assist in financial processes to ensure timely and accurate completion of all financial management requirements.
  • Support the management of supplier budgets, ensuring all variances are justified (to be discussed and reviewed in monthly supplier meetings).
  • Approve supplier quotations within a value approved by the client, ensuring costs are verified and monitoring the quality of work delivered on-site.
  • Generate purchase orders as necessary.

Health & Safety Oversight

  • Conduct regular audits to verify that safety protocols on-site are effective and adhered to.
  • Ensure compliance with the site inspection schedule and maintain local copies.
  • Assist in executing safety procedures as required.
  • Foster a safety culture among key suppliers and promote a proactive mindset.
  • Report any safety concerns to the Senior Facilities Manager and client.
  • In emergencies, communicate relevant information and assist with follow-up actions.
  • Support health and safety functions as needed, such as fire drills.

Site Operations Management

  • Act as the Facilities Manager's deputy during planned or unplanned absences.
  • Oversee daily operational management through effective supplier management.
  • Gain a comprehensive understanding of site operations, including the on-site facilities management team, key service suppliers, and occupants.
  • Assist with general facilities issues by investigating and determining root causes and responses based on priority levels. Monitor and drive performance improvements.
  • Advise on appropriate service levels to consistently meet site demands.
  • Ensure all on-site areas operate efficiently, effectively, and in compliance with health and safety and legal standards.
  • Promote best practices to ensure consistent and effective use of the building management system by colleagues and supply partners.
  • Assist with account reporting as required.
  • Perform miscellaneous maintenance duties as needed.
  • Collaborate with the client on service charges.

Risk Management

  • Assist in implementing and managing the property risk management program.
  • Support the development and monitoring of disaster recovery and business continuity plans.
  • Ensure all suppliers maintain business continuity plans and appropriate incident management strategies.
  • Establish and uphold robust procedures for handling incidents and emergencies, both during and outside of core business hours.
  • Follow established escalation and incident reporting procedures, ensuring all key suppliers do the same.
  • Adhere to JLL's business conduct by ensuring compliance with the firm's guidelines, procedures, and strategies.

Person Specification

Behaviors

  • Self-driven; confident and energetic.
  • Adaptable – able to respond to rapidly changing situations.
  • Goal-oriented – focused on achieving all performance targets.
  • Strong communicator – possesses excellent presentation skills and strong verbal and written communication abilities; also an attentive listener.
  • Ensures delivery of promised services and overall satisfaction with JLL's performance.
  • Demonstrates responsiveness and creativity in finding solutions for service delivery.
  • Seeks continuous improvement in processes, systems, and overall client satisfaction.

Skills

  • Prior experience in facilities management, property management, hospitality, or a related field (preferred).
  • Experience managing multi-functional commercial spaces (offices and retail tenants).
  • Knowledge of local occupational health and safety regulations, critical facilities, and vendor management for specialized services is advantageous.
  • Understanding of technical aspects of property management (e.g., Computer Room Air-conditioning, Chiller systems, Fire Protection systems, Mechanical & Electrical systems, Building Management Systems) is advantageous.
  • Problem-solving skills – ability to navigate ambiguity and effectively resolve complex issues.
  • Capacity to handle stressful situations effectively.
  • Ability to work independently as well as collaboratively within a broader team.

Experience

  • Tertiary qualification in Facilities Management, building, business, or a related field and/or 2-5 years of experience in facilities management, property management, hospitality, or a related field.
  • Equivalent experience. Knowledge of Occupational Safety requirements.
  • Project Management and Organizational Skills.

Location: On-site

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

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