Workplace Ambassador

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.   

Workplace Ambassador

Our goal is to provide enhanced workplace experiences that will be long remembered by our clients. In this role you will be a part of delivering a best-in-class experience for our client’s personnel, customers, and guests in a connected workspace which promotes a culture of inclusion and safety.
With a focus on creating an environment that enhances productivity, collaboration, and well-being, you'll have the opportunity to create exceptional workplace experiences and drive LSEG colleague satisfaction and engagement to create opportunities for everyone to flourish.

Job Summary

The Lead WorkPlace Ambassador is responsible for delivering exceptional client experience every day through enhanced engagement, proactive communication, and high touch service within a select portfolio of properties.

The Lead WorkPlace Ambassador will be expected to increase the level of engagement and partnership between JLL, service partners and LSEG to provide superior service delivery while enhancing their individual personal and professional skills.

This client facing role provides the opportunity to combine your passion for service, brilliant people skills and enthusiasm for creating a hospitality focused workplace environment.

Job Responsibilities

• Serve as an onsite Workplace Services contact for LSEG colleague inquiries, issues, troubleshooting, and feedback related to the services within the workplace, with the primary goal of positively impacting the care and comfort of LSEG colleagues and guests.
• Recognises opportunities in the workplace experience and creates programming to reduce friction for LSEG’s colleagues.
• Ensure Ambassador Services are executed in a manner consistent with the SLA’s, standard processes, professional brand image and compliant with applicable local laws, rules, and regulations.
• Equip and inspire a team of Ambassadors to consistently deliver high touch customer service by fostering a positive work culture and strong team dynamic.
• Leadership responsibilities include but are not limited to functions such as on-boarding, timekeeping, delegating, scheduling, coaching, and teambuilding.
• Empowered to make operational adjustments as necessary, develops and documents standard operating procedures and updates playbook accordingly.
• Briefs leadership on key local developments and seizes opportunities to play a role in the execution of LSEG’s workplace strategy. 
• Supports data collection, analysis and reporting to ensure alignment with LSEG’s goals and objectives.
• Achieve and exceeds goals including performance goals, team goals and LSEG’s goals and objectives.
• Carries culture card as a tangible representation of values, standards, and principles to ensure memorable experiences.
• Strive. to continually improve Experience Service performance.

Ensuring Exceptional Service

• Works collaboratively within the account team in the integrated delivery of Experience Services across all workstreams.
• Builds meaningful lasting relationships with LSEG colleagues and guests for intuitive service delivery, anticipating needs or concerns to exceed LSEG expectations.
• Visibly engaged and well known in the workplace.
• Conduct routine walkthroughs and assessments of the workspace and soft services delivery to ensure compliance with service level agreements, policies and regulations, and performance metrics to provide flawless execution and stable service delivery for LSEG.
• Receives and responds to all requests or issues within a specific period, including a personal follow up to LSEG colleagues to ensure timely responses to questions / requests.
• Partners with soft services providers to establish and continually reinforce the expectation of service excellence to create value for the client (food services, mailroom, etc.).
• Assistance and flexibility with client events and catering as needed to ensure flawless delivery.
• Assists with third party vendor relationships and service partners to provide maximum service delivery.
• Engage in a culture of continuous improvement and innovation by leveraging business intelligence, adopting, and participating in the development of best practices, new tools, process re-engineering and other ideas that provide service delivery efficiencies.
• Identify potential risks and escalate, as appropriate, to ensure no privacy breech, security incident or disruption to LSEG’s operations occur.
• Provide operational excellence through administrative support as well as work order management.
• Supports other teams as required to ensure LSEG’s colleagues and guests always receive a high-level service – a multi-skilled and flexible team approach.
• Perform additional job duties, as requested.

Qualifications

• Bachelor’s degree or equivalent.
• 5-7 years minimum prior relevant experience in hospitality, facility / property management, building operations and/or knowledge of commercial real estate, preferred.
• Exceptional customer service skills and professionalism with a passion for hospitality.
• Highly collaborative with strong interpersonal skills and track record of excellent internal and external customer service.
• Excellent verbal and written communication skills with the ability to communicate professionally.
• Excellent organizational skills and process management.
• Ability to work independently – strong prioritization and time management skills.
• Ability to work with diverse teams – lead by example; respectful, cooperative, accountable.
• Ability to manage multiple priorities and deliver results in a fast-paced environment.
• Ability to quickly adapt to new devices, technology, and applications.
• Proficient in Microsoft Office Suite (Teams, Excel, PowerPoint, Word, OneNote, Outlook)

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If this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements.  We’re interested in getting to know you and what you bring to the table!

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