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 to 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.

Senior Workplace Ambassador

In this role, you will be responsible for delivering exceptional client experience every day through enhanced engagement, proactive communication, and high-touch service within a select portfolio of properties. You will be expected to increase the level of engagement and partnership between JLL, service partners, and our clients to provide superior service delivery while enhancing their individual personal and professional skills.

What will some of your day look like?

• Serve as an onsite Experience Services contact for client employee inquiries, issues, troubleshooting, and feedback related to the services within the workplace, with the primary goal of positively impacting the care and comfort of client employees and guests

• Recognize opportunities in the workplace experience and create programming to reduce friction for client employees

• Ensure Experience/Ambassador Services are executed in a manner consistent with the SLA’s, standard processes, professional brand image and compliant with applicable local laws, rules, and regulations

• Lead, manage, equip and inspire a team of Ambassadors to consistently deliver high-touch customer service by fostering a positive work culture and strong team dynamic

• Leadership responsibilities include but are not limited to functions such as managing, onboarding, timekeeping, delegating, scheduling, coaching, and teambuilding

• Empowered to make operational adjustments as necessary, develops and documents standard operating procedures, and updates the playbook accordingly

• Briefs leadership on key local developments and seizes opportunities to play a role in the execution of the client workplace strategy

• Supports data collection, analysis, and reporting to ensure alignment with the client's goals and objectives

• Achieve and exceed goals including performance goals, team goals, and client’s goals and objectives

• Carries culture card as a tangible representation of values, standards, and principles to ensure memorable experiences

• Strive to continually improve Experience Service performance

Ensuring Exceptional Service

• Works collaboratively within the account team in the integrated delivery of Experience Services across all workstreams.

• Builds meaningful lasting relationships with client employees and guests for intuitive service delivery, anticipating needs or concerns to exceed client expectations

• Visibly engaged and well-known in the workplace

• Conduct routine walkthroughs and assessments of the workspace and soft services delivery to ensure compliance with service level agreements, policies and regulations, and performance metrics to provide flawless execution and stable service delivery for the client

• Receives and responds to all requests or issues within a specific period, including a personal follow-up to client employees to ensure timely responses to questions/requests

• Partners with soft services providers to establish and continually reinforce the expectation of service excellence to create value for the client (food services, mailroom, etc.)

• Assistance and flexibility with client events and catering as needed to ensure flawless delivery

• Serve as training center concierge for internal/external events

• Assists with third-party vendor relationships and service partners to provide maximum service delivery

• Engage in a culture of continuous improvement and innovation by leveraging business intelligence, adopting, and participating in the development of best practices, new tools, process re-engineering, and other ideas that provide service delivery efficiencies

• Identify potential risks and escalate, as appropriate, to ensure no privacy breech, security incident or disruption to the client’s operations occur

• Provide operational excellence through administrative support as well as work order management

Who are we looking for?

Required

• Recognised knowledge in hospitality or workplace experience

• Ability to collaborate with diverse teams – lead by example; respectful, cooperative, accountable

• Ability to quickly adapt to new devices, technology, and applications.

• Proficient in Microsoft Office Suite (Teams, Excel, PowerPoint, Word, One Note, Outlook)

Preferred

• Qualifications in hospitality management or facilities management

• Knowledge of commercial real estate

Location:

On-site –London, GBR

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

At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.

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Jones Lang La Salle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process – you may email us at HRSCLeaves@jll.com. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.