JLL supports the Whole You, personally and professionally.
Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you’ve got deep experience in commercial real estate, skilled trades, and technology, or you’re looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.
Job Description
What this job involves
Key Responsibilities
1. Drive ownership of services and relationships across the site.
2. Detailed understanding of service standards and deliverables in line with Contract, SLA’s and ensure that all soft services operational team’s understanding is aligned.
3. Establish relationships with Site Leads, supporting Leadership Team, Senior Account managers and Client to establish trust and credibility in the delivery of FM services.
4. Engender and promote productive relationships with JLL and client supply partners to ensure that all services outputs are understood and agreed.
5. Manage subcontractors and suppliers to deliver goods and services against contracts and expectations.
6. A critical team player, innovative with an attention to detail ensuring adherence to best practices.
7. Drive and promote safety culture within portfolio including subcontractors, suppliers and visitors.
8. Ensure client satisfaction with delivery of Facility Management services and provide a lead role in monitoring and increasing customer satisfaction.
9. Support in the implementation of short and long-term projects for the client as requested.
10. Act as the customer interface for all FM services between client site-based customers and FM Workplace Solutions.
11. Lead the strategic development of overall services which is aligned to JLL/Client strategic vision.
12. Manage quality, standards, and service delivery at the portfolio to minimally meet agreed service levels.
13. Manage, maintain, and enhance the site-based customers relationship and harness the combined inputs of FM Workplace Solutions.
14. Assume ownership of best practice standards and innovation in the services portfolio, including identification of opportunities for improvement and cost efficiencies.
15. Manage Client Budgets to deliver both Client requirements to include Workplace Experience activities and JLL profitability levels.
16. Implement accommodation strategy and manage small office moves.
17. Responsible for site compliance with latest legislation and regulations.
Accountabilities
1. Operate and comply with JLL & agreed Client business processes/procedures.
2. Coordinate elements of the site business plan.
3. Maintain a proactive relationship with the Client and understand the portfolio-based businesses’ current and future requirements.
4. Proactively support and deliver a collaborative and co-operative environment across the FM workplace Solutions team.
5. Ensure safe working practices through implementation of JLL Health & Safety standards & regulations.
6. Ensure that all Health, Safety and Environmental requirements that are defined in work instructions are communicated in training.
7. Follow required emergency prevention and operational controls.
8. Report of all accidents, occupational illnesses, and emergencies.
9. Manage suppliers and collaborate with supply partners and resolve service issues as they arise.
10. Provide accurate and timely reports on performance of suppliers and supply partners supporting the site.
11. Support implementation of JLL operational initiatives and hard/soft services projects.
12. Vendor Management – manage performance, motivate, train and develop team to ensure the performance objectives are met, and performance bar is continually raised.
Sound like you?
To apply you need to be able to demonstrate the following skills and experience:
1. The successful candidate will have knowledge and a proven track record of the following:
2. Facilities/Premises Management in a Corporate/Blue Chip environment.
3. Experience in managing a quality customer driven service.
4. Ability to develop ongoing FM opportunities driving cost efficiencies through a proactive approach, best practice, and continuous improvement across soft FM service lines.
5. Sound understanding of Health Safety and Environmental issues and requirements, able to interpret policy and legislation and implement across all working practices.
Preferred Qualifications & Experience
1. Experience of 4 years plus in a managerial role or related service environment.
2. Demonstrate experience in dealing with customer service and exhibit key skills within this area.
3. Competent with localized budgetary and P&L control knowledge.
4. Experience in contract management and measurement.
5. Experience in working in a change management environment.
6. Sound understanding of continuous improvement/problems solving process.
7. Computer literate in MS Office Applications.
Preferred Skills & Behaviours
1. Strong leadership skills.
2. Competent in oral and written skills.
3. High customer service focused.
4. Sound problem-solving ability.
5. Strong time management skill.
We are committed to making all stages of our recruitment process and employment accessible to candidates with disabilities and long-term health conditions. Please do feel able to be open about this at any point during the process and our recruitment team will work with you to establish the most appropriate adjustments.
We are keen to support all our employees with juggling their work, personal and family commitments and alongside our approach to flexible working, we have a comprehensive parental transition support programme to assist parents during the early months and years of parenthood.
JLL Ltd is a Living Wage accredited business, as we believe a fair day’s work deserves a fair days’ pay. To find out more about our Living Wage accreditation please go here here.
If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements below. We’re interested in getting to know you and what you bring to the table!
Personalized benefits that support personal well-being and growth:
JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health.
About JLL:
We’re JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That’s why we’re committed to our purpose to shape the future of real estate for a better world. We’re using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people, and our communities.
Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we’re honored to be recognized with awards for our success by organizations both globally and locally.
Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we’re headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.
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