Workplace Support

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 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.

Overall Role

Personal Profile

The Colleague Host is responsible for delivering a memorable colleague and visitor experience every day through facetoface engagement proactive communication and exceptional customer service.

The Colleague Hosts provide friendly knowledgeable and courteous first impressions to Colleagues and are an essential part of the OurWorkplace team. They are the first point of contact for OurWorkplace services and related matters. The role of the Colleague Host is to build trusted valued relationships with every interaction. This role showcases the great work carried out across all Workplace service lines whilst gathering and addressing feedback from clients whether negative or positive.

They are the first point of contact for OurWorkplace services and related matters. The role of the colleague host is to build trusted valued relationships with every interaction. This role showcases the great work carried out across all Workplace service lines whilst gathering and addressing feedback from clients whether negative or positive.

The Colleague host own service delivery and operations in their areas of responsibility proactively anticipating the needs of clients and visitors ensuring a seamless consistent level of service is provided at every user touchpoint.

I am an upbeat individual with integrity and a cando attitude. I am passionate about delivering an exceptional level of service and take responsibility how our services are seen in the eyes of my customers. I am a team player always the first to offer help to colleagues. I have an incredible ability to spark an immediate rapport with visitors and colleagues alike. I like to build relationships quickly but also retain key information to strengthen and personalise those relationships. I look for innovative ways to improve efficiencies within the workplace and enhance client experiences whilst showing I am flexible and adaptable to business needs. I enjoy managing my own tasks and responsibilities and working to deadlines to deliver for the people around me.

Exceptional Experience Standards

• I foster a sense of community by building lasting and meaningful relationships with our customers
• I am committed to safety sustainability and wellbeing

• I transform problems into opportunities
• I innovate to be one step ahead
• I champion the digital journey and focus on driving engagement and impact

Duties & responsibilities

Primary tasks and objectives

• Provide a memorable and exceptional workplace experience to all visitors and colleagues delivering unexpected moments of inspired customer service
• Take ownership of all services that support our colleagues and visitors within the workplace
• Build relationships with key stakeholders and encourage interactions between colleagues and OurWorkplace teams
• Understand the needs and wants of the business or business units you support
• Create a workplace culture that demonstrates our values while supporting and leading our colleagues through our new workplace environment(s).

Customer Service & Communications

• Build a sense of community and purpose by driving colleague engagement and creating an environment that attracts and retains highperforming talent.
• Ownership of all interactions and queries dealing with those that fall within Colleague Host responsibility until completion.
• Support and assist colleagues within the workplace demonstrating ownership of all interactions and queries.
• Aid in creation of an environment that establishes our clients as the workplace of choice that others look to emulate.
• Proactive approach to office requirements and needs anticipating future needs when the opportunity presents itself.
• Receive and respond to all requests (verbal Teams Yammer or email) or issues within one day of receipt.
• Lead the implementation of engagement campaigns by identifying local partners to engage with and promote awareness of the campaigns
• Ownership & support of sitespecific information on Workplace Experience app and office guides.
• Ability to communicate effectively through digital platforms (e.g. Yammer digital displays signage etc)
• Identify and prioritise urgent requests communicating with clients and OurWorkplace team ensuring quick efficient reaction and seamless service.
• Listen and leverage information to understand what our clients and colleagues truly desire empowered to escalate this feedback to develop our service.
• Always consider our service view from customers eyes
• Adaptable open to change and passionate about innovation a growth mindset.
• Visibly engaged and well known in the workplace; always looking for opportunities to develop relationships and elevate the colleague experience.
• Foster positive experiences that drive colleague engagement and improve the workplace service and experience.
• Willingness and ability to complete tasks including flexibly managing requests and prioritising the most important ones.
• Aim to bring the voice of our customers and clients into the workplace.
• Adhoc duties as required.

Workplace Management

• Conduct daily site checklist(s) identifying and recording defects following up until completion.
• Ownership of H&S in your areas of responsibility reporting escalating and making safe any dangerous conditions immediately
• Checking and audit of all workspaces and collaboration spaces and ensure they are in readytouse condition whenever unoccupied throughout the workday
• Confirm office equipment is in good working condition. Otherwise report and rectify immediately
• Liaise and work collaboratively with colleagues (Workplace Engineering Project Mgmt.) and vendors to support the functionality of the workspace.
• Ensure services are delivered within SLAs and compliant with applicable laws rules and regulations.
• Consolidate all workplace related issues and identify areas for quick improvement.
• Optimise operational touchpoints by shaping environments to be more productive to benefit all colleagues and visitors
• Assist individuals in finding a workspace when required and use of desk/locker booking technology
• Aware of all important onfloor meetings and events and checks to make sure setup and space is ready in advance and make sure it runs smoothly
• Manage all enquiries and issues tactfully and confidently
• Stationery management and ordering.
• Support with tours of the workplace explaining the facilities available

Visitor Management

• Provide a memorable and exceptional welcome experience to all visitors and colleagues delivering unexpected moments of inspired customer service
• Support and assist our visitors and colleagues with entry and exit into the workplace while delivering a passionate and inspired service and experience
• Deliver an effortless service allowing flexibility for each colleague and visitor
• Provide a frictionless and efficient experience catered to each individuals situation whether they require a speedy or a more enhanced service
• Welcome register and assist visitors and colleagues in compliance with client security policies while delivering a humancentric approach aiding in a tailored approach.
• Aid in creation of an environment that establishes our clients as the workplace of choice that others look to emulate
• Liaise with colleagues to ensure their visitors are received in a timely manner while helping the visitor feel welcome and comfortable
• Answer general phone inquiries professionally responding to questions and transferring calls as needed.
• Daytoday and adhoc colleague and visitor assistance and identifying opportunities to anticipate the needs of our visitors and colleagues.
• Help guide and provide support to all colleagues and visitors by providing directional support onsite and nearby and respond to adhoc requests as necessary (i.e order a taxi assist with a reservation etc)
• Respond to inquiries from internal and external visitors regarding such information as: locations of buildings local services and local amenity information
• Maintain confidentiality at all times

Meeting Room Booking Management

• Prepare meeting rooms for our visitors and colleagues ensuring each room is clean and well maintained and in good working order
• Create relationship and liaise with the service partner teams so meeting rooms and designated areas are kept clean tidy and well maintained at all times.
• Liaise with the appropriate team (IT communication audio/video etc) ensuring that the technology within these rooms operates efficiently and without any problems.
• Competent on all meeting room equipment and offer first fix assistance with IT/AV issues.
• Assist with meeting room booking requests proactively identifying the best space for the required needs and wants and reassigning when required.
• Attention to detail when taking bookings ensuring full details are collected from the host and liaising as needed with other support groups.

Administrative Duties

• Auditing and tracking of ongoing issues and concerns
• Proactive and reactive assignment to workplace requests and concerns
• Report creation of reoccurring issues or concerns for resolution
• Administer workplace policies (clean desk appropriate use of space etc.)
• Additional duties as assigned by Workplace Site/Experience Lead

Location:

If this job description resonates with you we encourage you to apply even if you dont meet all the requirements. Were interested in getting to know you and what you bring to the table! If you require any changes to the application process please email or call 44(0) to contact one of our team members to discuss how to best support you throughout the process. Please note the contact details provided are to discuss or request for adjustments to be made to the hiring process. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.

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