Duties & Responsibilities
Experience Enabler
- Make daily rounds and engage with employees
- Nudge and educate employee behaviour and share ideas to improve working environment
- Liaise and collaborate with Workplace Delivery and Technical team for issues resolution
- Ensure seamless consistent level of service is provided at every user touch point.
- Communicate scheduled activities including Preventative Maintenance, Planned Cleaning to LOBs
- Ensure that the meeting rooms/social spaces are in ready-to-use condition and office equipment is in good working condition
- Responsible to consolidate and respond to all feedback responses and Work Orders
- Collect and process utilization data for Social spaces
- Acts as basic counsel regarding space needs/options as per Workplace Standards
- Support with monthly workspace events.
Client/Stakeholder Management (in support of the Workspace Lead)
- Pro-actively develop and manage Client relationships ensuring that expected service levels are achieved
- Deliver an exceptional quality of service to the Client, and comply with all requirements of the Client to meet or exceed Key Performance Indicators
- Actively recover feedback from the end user
- Through the service level agreement (SLA), the team is guided with the proper metrics in closing occupants issues and concerns
CANDIDATE SPECIFICATION: KEY SELECTION CRITERIA
Ideal Experience
- Able to adapt in a fast-paced working environment and versatile in meeting client changing needs and requirements
- Strong analytical, organization and administration skills
- An added benefit would be a Bachelors degree in hospitality, building, business or other related field; however, this is not a must.
- Fluent in English and Proficiency with Microsoft Office
- Must be customer focused and be proactive in establishing customer relationships
- Proven ability to function effectively as part of a team
- Ability to effectively communicate and interact with all levels of people
Critical Competencies for Success (with corresponding I am JLL behaviours)
Client Focus & Relationship Management I Value my Customers
- Demonstrates proactive & professional approach to customer service and stakeholder engagement
- Has a natural hospitality-orientated communications acumen
- Ability to interact with a wide range of client staff, including senior levels
- Ability to manage conflict and balance between client and firm requirements
- Has a customer service oriented attitude
Program Management & Organizational Skills I Am Proactive
- Excellent planning & organizational skills to prioritize work and meet tight deadlines
- Proven ability to manage multiple and complex operational matters daily
Problem Solving & Strategic Thinking I am Innovative
- Capacity to deal with ambiguity and solve complex problems effectively
- Analytical, proven ability to solve problems using a quantitative approach
- Proven ability to employ holistic approaches and looks at long term solutions
Other Personal Characteristics
- Natural communicator who enjoys engaging at all levels
- Self-motivated and confident
- Exhibits honesty & trustworthiness
- Open to new ideas & willing to challenge status quo
- Works well with diverse teams from various countries/cultures
KEY STAKEHOLDERS
Management Staff
Client Representatives
Client Occupants / End-users
Vendor Staff
REPORTING TO
Workspace Experience Enabler Team Lead
Workplace City Lead
