Workplace Experience & Community Coordinator

As part of the Facilities and Workplace team, the Workplace Experience & Community Coordinator is responsible for our clients end-to-end Occupant and Guest Experience within the assigned portfolio, with a focus on providing outstanding Experience in the clients Workplace. At JLL, it is our goal to provide workplace experiences that will be long remembered by our clients. This Client facing role provides the opportunity to combine your passion for service, brilliant people skills, and enthusiasm for creating a hospitality focused workplace. In this role, candidates must exhibit exceptional customer service and communication skills across all stakeholder types (C-Suite etc). The Workplace Experience & Community Coordinator is responsible for delivering client experience every day through face-to-face engagement, proactive communication, and exceptional customer service. As an integral part of the Workplace team, this role not only supports the facilities management team as the first line 'go-to-person' for all facilities requests matters but is the team leader on all client community events enquiries. Workplace Management

• Act as first line management for all customer enquiries regarding community events and facilities issues tactfully and confidently.
• Self-deliver and co-manage multiple teams/stakeholders on site to ensure meeting rooms and collaboration spaces are in 'ready-to-use' condition whenever unoccupied.
• Manage a community events diary and maintain constant communication with clients, vendors, and management to ensure a seamless delivery.
• Develop and manage standard operating procedures (SOPs) and ensure SOP compliance relevant to Community Events and Facilities by JLL and vendors.
• Conduct daily site walk checklist to ensure flawless execution, look out for defects and remediate any dangerous conditions immediately by raising facilities tickets.
• Liaise and work collaboratively with colleagues (FM, Engineering, Project Mgmt.) and vendors to support the functionality of the workspace.
• Ensure services are delivered within SLA's and compliant with applicable laws, rules, and regulations.
• Execute actions via the CMMS system to troubleshoot issues and follow up as required.
• Generate regular reports/updates on workplace/event activities to clients and management.
• Leads space readiness for events, ensuring workspaces, conference rooms and are safe ready for events.
• Ensure JLL and vendors follow policies, operational rules, and procedures. Expand and clarify existing procedures and implement new procedures to create a consistent and high level of service.
• Support the Facilities team in the implementation of short and long-term projects for the client.
• Proactively develop and manage relationships with employees and office coordinators to ensure service delivery expectations are exceeded.
• Manage the CMMS and assigned tickets to ensure all issues are completed within the defined Service Level Agreements (SLAs)
• Be proactive in finding opportunities for improvement within the workspace.
• Perform additional job duties, as requested.
Vendor and Supplier Management
• Support facilities related contracts where required.
• Support and collaborate with JLL sourcing team on future sourcing opportunities.
• Coordinate discussions with selected vendors or suppliers for performance reviews.
• Source local services and goods needed to perform day to day operations through 3rd party suppliers. Support sourcing to implement a contract, obtain necessary vendor set up forms and support the reviewing certificate of insurance for compliance.
Financial
• Support management in the development of annual operating budgets.
• Ensure all costs stay within the prescribed budgets.
• Identify costs saving ideas.
Account Performance
• Ensure client satisfaction with the delivery of community events and facility management services and support the monitoring of and increase in customer satisfaction.
• Support account initiatives such as user experience programs, JLL system rollouts, regional training programs/workshops and other initiatives as appropriate, through driving implementation and consistency across the Region.
• Complete all client reports at their scheduled intervals (monthly, quarterly, annual) and provide analysis that contributes to continuous improvement.
• Accomplish Key Performance Indicators (KPIs) as identified by the Account Director
• Ensure compliance with JLL's minimum audit standards.
• Engage in a culture of continuous improvement and innovation by leveraging ideas and best practices.
  
  Excellent interpersonal and communication skills. A highly collaborative individual.
• Ability to provide high level summaries of problems and solutions to JLL and client management.
• Meticulous with excellent organizational and time management skills
• A self-starter with the ability to multitask and work without direct supervision.
• Pays attention to the details. Makes a conscious effort look beyond effects to discover and understand root causes.
• Excellent verbal and written communication skills with ability to communicate professionally at all levels.
• Ability to lead meetings and presentations.
• Capacity to deal with ambiguity and solve complex problems effectively.
• Excellent documentation skills
• Budget management and financial analysis skills, Experience in hospitality, events, operations, facilities/property management, or a related field required.
• Experience of working with multiple client types (C-Suite, Mid Management etc)
• Experience of working within budget and with time constraints
• Professional efficiency with Microsoft Office Suite required and Computerized Maintenance Management Systems (CMMS) desired.
• Excellent verbal and written communication skills as well as presentation skills
• Knowledge of Occupational Safety requirements
• Experience developing and maintaining standard operating procedures.
• Knowledge of real estate, telecommunications, furniture, accounting and building systems preferred.
• Experience in vendor management.
  
  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., Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL's recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.