Workplace Ambassador Lead

2 weeks ago

High Wycombe, Buckinghamshire, United Kingdom JLL Full time

Job Summary

The Workplace Ambassador Lead is responsible for delivering an exceptional colleague experience every day through face-to-face engagement, proactive communication, and exceptional customer service.

Key Responsibilities

  • Provide a memorable and exceptional workplace experience to all visitors and colleagues, delivering unexpected moments of inspired customer service
  • Build a sense of community and purpose by driving colleague engagement and creating an environment that attracts and retains high-performing talent
  • Maintain open communication with all visitors and colleagues on the floor, including regular updates and follow-ups
  • Support and assist colleagues within the workplace, demonstrating ownership of all interactions and queries
  • Adaptable, open to change, and passionate about innovation - a growth mindset
  • Visibly engaged and well known in the workplace; always looking for opportunities to develop relationships and elevate the colleague experience
  • Foster positive experiences that drive colleague engagement and improve the workplace service and experience
  • Aid in creating an environment that establishes our clients as the workplace of choice that others look to emulate
  • Proactive approach to office requirements and needs, anticipating future needs when the opportunity presents itself
  • Receive and respond to all requests (verbal, email) or issues within one day of receipt
  • Prioritize and communicate any urgent requests across the workplace team, ensuring a quick and efficient reaction and resolution
  • Willingness and ability to complete tasks, including flexibly managing requests and prioritizing the most important ones
  • Listen and leverage information to understand what our clients and colleagues truly desire, empowered to escalate this feedback to develop our service
  • Aim to bring the voice of our customers and clients into the workplace
  • Enhance the sense of community between our colleagues by living our values and driving our culture
  • Always consider our service view from customers' eyes
  • Ad-hoc duties as required

Workplace Management

  • Manage any and all inquiries and issues tactfully and confidently
  • Conduct daily site walk checklists, identifying and recording defects, following up until completion
  • Ownership of H&S in your areas of responsibility, reporting, escalating, and making safe any dangerous conditions immediately
  • Check and audit all workspaces, meeting rooms, and collaboration spaces, ensuring they are in 'ready-to-use' condition whenever unoccupied throughout the workday
  • Confirm office equipment is in good working condition. Otherwise, report and rectify immediately
  • Liaise and work collaboratively with colleagues (FM, Engineering, Project Mgmt.) and vendors to support the functionality of the workspace
  • Ensure services are delivered within SLAs and compliant with applicable laws, rules, and regulations
  • Consolidate all workplace-related issues and identify areas for quick improvement
  • Optimize operational touchpoints by shaping environments to be more productive to benefit all colleagues and visitors
  • Support with tours of the floors, explaining the facilities available
  • Assist individuals in finding a workspace when required and use of desk/locker booking technology
  • Aware of all important on-floor meetings and events, checking to ensure set-up and space is ready in advance and making sure it runs smoothly; and inspect non-bookable and bookable rooms throughout the day

Administrative Duties

  • Auditing and tracking of ongoing issues and concerns
  • Proactive and reactive assignment to workplace requests and concerns
  • Internal meeting room booking and assistance
  • Report creation of reoccurring issues or concerns for resolution
  • Administer workplace policies (clean desk, appropriate use of space, etc.)
  • Additional duties as assigned by Experience Services Lead

Hours of Operation

  • Role is required for 40 hours per week
  • Main business hours are 8am-6pm Monday through Friday
  • Standard shifts will range between 7am-7pm
  • Business coverage requirements may change
  • Overtime or extra shifts are dependent upon business levels

Required Skills and Experience

  • 2 – 4 years prior experience in hospitality, tourism, events operations, property management, or related profession
  • Experience in a corporate environment is preferred, but not essential
  • Confident, friendly, and engaging
  • Reliable and discrete
  • Flexible and adaptable in their approach
  • Proactive and approachable
  • Infectious personality and positive mindset
  • Engaging and professional appearance
  • Customer-focused mentality with a passion for hospitality
  • Excellent verbal and written communication skills, ability to communicate professionally at all levels
  • Strong interpersonal skills and highly collaborative
  • Meticulous with strong organizational and time management skills
  • Proficiency with Microsoft Office (Excel, Word, PowerPoint, Visio, and Outlook)

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