Workspace Experience Enabler

JLL empowers you to shape a brighter way.  

Our people at JLL and JLL Technologies 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.   

The Workspace Experience Enabler directly engages with both internal and external customers of her assigned site / client.  She provides assistance to the Workspace team with operational activities thru client and stakeholder coordination, doing premises inspections and managing helpdesk. The Workspace Experience Enabler exhibits excellent & attentive client and stakeholder relations while providing administrative support to the team.

What this job Involves:

Providing attentive and pleasing customer service & onsite support

You will be the Workspace team's trusted front liner for internal customer relations & service requests. As part of the corporate facilities management team for a global company, your site will be visited by valuable members of the organization from different countries and you'll be one of the main point of contact in assisting them. You'll do this by performing routine site inspections to ensure all building processes and best practices are implemented and maintained.  

Where can processes be improved?  How can we save costs?  These are questions that will be at the forefront of the team's thinking.  You, too, will always have an eye on this, contributing suggestions as they arise.

You'll also lend the team a big hand by providing admin support including front helpdesk duties, basic housekeeping, and team coordination.  Also part of your job scope is to hit key performance indicators and meet service level agreements.

Meeting the clients' facilities needs

At JLL, we put client satisfaction at the front and center of everything we do. If you share our values, we will be more than happy to work with you. In this role, you'll be responsible for working closely with clients and stakeholders onsite to identify their facility-related inquiries and requirements.

Major Responsibilities

Transforming to the Workspace Team of the future

Client/Stakeholder Management (in support of the Workspace Lead)

• Pro-actively develop and manage Client relationships ensuring that expected service levels are achieved
• Comply with all requirements of the Client contract and meet or exceed Key Performance Indicators
• Deliver an exceptional quality of service to the Client, as reflected by Client feedback
• Actively recover feedback from the end user

Operations Management

• Must be customer focused and be proactive in establishing customer relationships
• Responsible and accountable for all service request
• Ensure service deliverables are met with SLA and KPI
• Work with all related parties on timely delivery of all services
• Be responsible for all clients within designated area
• Problem solves & Resets space on the fly
• When necessary raise risks to Workspace Site Lead for further investigation
• Embedded "Go To" trusted Workplace partner fostering all-level relationships
• To undertake continuous floor inspections ensure cleanliness and maintenance is correct
• Establish direct relationship with the client business units and their neighbourhood community, understand their issues, display confidence and satisfy needs and requirements of all requests
• Continuous Improvement implementation
• Single Point of Contact for issues resolution & workplace change within space
• Conduct data analysis report when necessary
• Be the JLL face of 'WE' program in the workplace and within the team
• Acts as basic "counsel" regarding space needs/options as per Workplace Standards
• Ensure the delivery of all operational requirements as per the client scope of works across site
• Develop and implement operational procedures and performance measures to ensure simplification and accuracy of work methods, reliability of systems and consistency
• Support Regional initiatives such as user experience programs, JLL system roll-outs, regional training programs/workshops and other initiatives as appropriate, through driving implementation and consistency across the Region
• Drive Client specific initiatives such technology roll-outs, benchmarking, best practices etc.
• Ensure meeting or exceeding SLA/KPI scores
• Handling helpdesk service request from users via telephone or email correspondence
• Oversee office premises and delivery of hospitality services for users
• Communicate with users by consolidating feedback to ensure expectations are achieved
• Escalate facilities issues to management team when necessary
• Participate in ad-hoc projects when required

Sound like you? To apply, you need to be a:

Hospitality Industry Experience & Passion for service

Do you have prior professional experience in hospitality / hotel & tourism, facilities, property management or other related fields? Do you have the ability to maintain a calm disposition & remain focused while dealing with various tasks or concerns? Are you knowledgeable about various property services tool & systems? You are what we're looking for

Minimum Qualifications

• Able to adapt in a fast-paced working environment and versatile in meeting client changing needs and requirements
• 3 – 5 years' experience - Hospitality / Flight Attendant / Events Management / Serviced Office 
• An added benefit would be a Bachelor's degree in facilities management, building, business or other related field; however, this is not a must.
• Must be willing to be on shifting schedule including graveyard shifts, weekend and holiday duty.
• Strong analytical, organization and administration skills
• Good communication skills
• Must be customer focused and be proactive in establishing customer relationships
• Proven ability to function effectively as part of a team
• Proven ability to initiate and follow with improvement initiatives, create opportunities for efficiencies and process amendments
• 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 on a daily basis

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

Location:

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

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Jones Lang LaSalle ("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 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.