Workplace Team Leader
24 days ago
Bristol
Workplace Team Leader Based Filton Bristol Hours 40hrs per week (Monday to Friday) 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 find a place where they belong. Whether youve got deep experience in commercial real estate skilled trades or technology or youre looking to apply your relevant experience to a new industry join our team as we help shape a brighter way forward What this job involves: • Driving 5-star customer service excellence through training and day-to-day line management on site at Rolls-Royce at Whittle House, • To deliver an exceptional customer experience for all internal and external customers visiting the corporate facilities ensuring that all activity delivered is of the highest standard, • Management of the meeting room set-up, • Provide support and day-to-day management of the team i.e. annual leave requests absence reporting weekly key updates 1-2-1s etc., • To support the Service Level Agreement by ensuring that all site activities are carried out effectively., • Build and maintain relationships with local site clients and act as escalation point for any Front of House/ Events issues., • To ensure customer requests are dealt with efficiently and effectively., • Assist in liaising with multiple service lines (cleaning maintenance catering) to ensure delivery of quality of service., • Assist JLL Facilities and other service line managers with contractor activities and projects., • Working to contractual KPIs and SLAs., • Ensure all receptions events and meeting spaces are set to a defined standard with monthly auditing., • Develop and work to a standard set of operating procedures and processes., • Lead and support Emergency Evacuation procedures., • Raise work and escalate requests through the Maximo system, • Accountable for creating reports and MI (Management Information) for contract., • Accountable for the quality of communication and quality of reports being submitted to client team and business., • Responsible for driving company culture within their team., • Responsible for engaging with the wider business - e.g. attends managers forum meetings., • Responsible for ensuring Engagement Ambassador assigned to the contract., • Responsible for proactively looking for networking opportunities and gets involved where possible. Client relationships: • To be articulate and pre-empt the needs of clients and visitors, • To ensure all guests receive an excellent welcome and that you consistently deliver great service, • Manage Visits Diary, • To demonstrate a can-do attitude towards individual customers requests and strive to exceed customer expectations, • To acquire a good knowledge of all on site services to be able to advise individual customers in line with the needs, • To communicate in a clear polite and friendly way to all customers / staff in all departments security reception cleaning and maintenance, • To liaise with service providers to ensure delivery of a quality service on time to specification, • Collaborate with external vendors and partners to enhance the tenant experience through events and initiative, • Develop effective relationships with external customers, • To ensure customer requests are dealt with efficiently and effectively, • Use computer as an effective communication tool inputting data as requested into excel and word documents, • Accountable for measuring meeting and reporting Key Performance Indicators (KPIs) with client input, • Responsible for using KPI output / service reviews to improve service delivery, • Responsible for implementing and maintaining the Standard Operating Procedure (SOP) seeking constant improvement, • To lead and manage the Customer Support team to deliver a first-class service within Rolls-Royce Whittle House, • Provide support and day-to-day management of the team i.e. annual leave requests absence reporting weekly key updates 1-2-1s etc., • To cover Reception from 1.30 5pm also cover holidays and sickness, • Provide a VIP Concierge Service including Meet and Greet and Reception duties, • To portray a friendly professional and courteous demeanour at all times using open and appropriate body language, • To ensure you are immaculately dressed in uniform and adhere to Client and JLL grooming standards Events: • Provide operational support to internal events, • To communicate professionally with residents of the building (inc. building-wide messages) and the client always providing a 5* level of service, • Provide support with co-ordinating events on site and liaising with Catering/hospitality team, • Review customer feedback tracking remedial actions through to closure, • Proactively seek tenant feedback and suggestions for improvement ensuring high levels of tenant satisfaction., • To handle any guest complaints and provide a swift solution or escalate as appropriate, • To be responsible for the meeting room set-up prior to the meeting requests for the following day including manual handing, • Process meeting room requests for internal & client meetings., • Ensure all meeting conferencing and event spaces within our control are set to a defined standard including dividing rooms and reconfiguring furniture, • Address issues coordinate with appropriate teams to ensure quick and efficient resolution, • Provide AVIT support for conferences and events, • Maintain and actively utilise a portfolio of information to assist with client queries for example transport inter site bus & car parking., • Conduct building orientation sessions to familiarise new tenants with building protocols and services., • Collaborate with external vendors and partners to enhance the tenant experience through events and initiatives., • Work to and periodically review a standard set of operating procedures, • Support Emergency Evacuation procedures, • Carry out the building HS&E daily inspection before the building opens ensuring all actions are tracked through to closure, • To efficiently report any maintenance IT or Health and Safety concerns to the relevant department, • Responsible for always working in a safe manner and in line with any SOPs and HSSE folder Check RAMS and make sure all events run safely, • To actively complete departmental checklists ensuring quality of service and standards pertaining to the presentation and maintenance of meeting rooms and public areas, • Attend weekly service line meetings, • Responsible for ensuring team members have objectives in place that are linked to the strategy., • Responsible for identifying innovation opportunities within their sites, • Responsible for assisting line manager in any wider business projects., • Responsible for developing a culture of continuous improvement and innovation that delivers ideas and improvements. Person Specification: • A clear understanding of Health & Safety practices including Risk Assessment, • Customer orientated approach, • Enthusiastic and conscientious, • An understanding of Audio Visual and IT systems and the ability to explain this accurately to customers, • Computer literate (Word Excel Outlook E-mail), • Clear strong and confident communication skills, • Team player with an enthusiastic attitude, • To work efficiently and effectively in a team as well as individually, • A world class customer service ethic consistent in delivery and insist of high standards of yourself and your colleagues, • The ability to adapt quickly as it is a fast-paced environment, • Excellent written and oral communication skills, • High attention to detail #LI-DW2 Key Skills Hyperion,Acquisition,Asset,ABAP,Basic,Activex Employment Type : Full-Time Experience: years Vacancy: 1
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