Community Lead

JLL; Limerick; On-site; EUR 42,000 - 62,000; Full time

Job summary

JLL in Ireland is seeking a Customer Experience Lead to manage reception and facilities coordination across a portfolio of buildings. You will drive an outstanding customer journey for Verizon employees and visitors, coordinating with the JLL and Verizon teams to ensure service excellence.

The role requires strong leadership, excellent communication, and a focus on delivering high-quality, compliant service within agreed KPIs and SLAs.

Qualifications

• Experience in customer service and facilities coordination.
• Strong relationship building and leadership skills.
• Ability to motivate, lead and develop a team.
• Excellent written and verbal communication.
• Time management and organisational skills.
• Commercial and financial awareness in a client environment.

Responsibilities

• Lead and manage the Customer Experience services within Reception and Facility coordination.
• Proactive communicator with key influencers within JLL and Verizon.
• Own the space within your portfolio of buildings ensuring a fantastic customer experience.
• Support the strategic JLL contract journey.
• Provide written reports and quality data as required.
• Ensure compliance with H&S processes and contract KPI’s.
• Monitor operational performance and coordinate with on-site and 3rd party suppliers.

Skills

Customer service

Team leadership

Relationship building

Communication skills

Time management

Problem solving

Education

College degree preferable

Tools

MS Office

Facility management software

Job description

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 92,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions.

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 92,000 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 honoured 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.

What This Job Involves

• Lead and manage the Customer Experience services within Reception and Facility coordination and its impact to all Verizon employees and visitors
• Proactive communicator with all key influencers within JLL and Verizon
• Own the space within your portfolio of buildings ensuring a fantastic customer experience is delivered all the time.
• Support the strategic JLL contract journey
• Liaising with the team and other key stakeholders.
• Total responsibility for the service delivery and the customer experience
• Ensure your team is fully informed about operational updates, processes and account wide objective so that they feel informed, involved and supported.
• Provide written reports and quality data as required
• Key driver for the operational 1FM Workspace Experience Survey NPS
• Assist in the operational management of the portfolio of buildings comprising of critical environments and offices helping with the coordination, direction and working with the on-site and Verizon 3rd party suppliers to ensure service is maintained to the highest standard, to include but not be limited to;
• Own the operational space to ensure a fantastic Service Journey for customers within your location
• Support the look and feel of all the portfolio building from a housekeeping, cleaning perspective both internally and externally
• Be aware of all and any projects which are being undertaken within the portfolio which may have an impact on operational delivery, contract or Verizon risk.
• Assist in the management, monitoring and reporting on the operational performance of the contract, including operational delivery of planned and reactive works and financial management,
• Ensuring full statutory and operational compliance is achieved in line with contract KPI’s.
• Work with the agreed financial parameters agreed within the contract, ensuring that all security, health and safety items are completed within the agreed SLA’s.
• Ensure compliance with JLL and Verizon H&S processes and procedures, including internal and external audits.
• Actively participate and contribute to all team and management meetings.
• To ensure that customers are given a prompt and efficient service and expectations are consistently exceeded.
• To regularly monitor customer feedback and produce an appropriate action plan based on the results.
• To maintain an effective business relationship with the client by understanding their needs and transferring these into the location.
• To ensure that you deliver what you promise to the customer, client and team.
• To ensure that all agreed service objectives are met in line with client expectations.
• To establish and maintain controls in order to ensure the security of premises, materials, money and resources.
• To be aware of changing needs of customers and to develop new products and systems accordingly.
• To ensure that all agreed service objectives are met in line with client expectations.
• To provide an excellent standard of client service.
• Any other duties required as part of the role as and when requested

Desired Skills And Experience For This Job

• You are passionate about people, providing them with great experiences. A natural "people person" with exceptional Customer Service skills
• Has strong relationship building skills to be able to get to know, understand and respond to the needs of our staff and customers
• Proven ability to motivate, lead and develop a team of people
• Ability to interface across all levels of the organisation
• Ability to negotiate and influence across Client and Supplier organisations
• An ability to understand problems, its impact and provide resolutions in a timely mannerFeel empowered to take action and resolve issues quickly and thoughtfully
• Computer literate
• Good written and verbal communication
• Ability to build and maintain relationships
• Ability to lead motivate and develop a team
• Excellent time management and organisational skills
• Ability to react quickly and decisively when faced with a problem or issue
• Ability to work under pressure and to tight deadlines
• Commercial and financial awareness in a client environment
• College degree preferable. Additional relevant experience acceptable
• 2-4 years of experience in a customer service and/or retail/sales role, ideally in multinational organisation will be looked upon favourably.

What You Can Expect From Us

We succeed together and believe the best inspire the best, so we invest in supporting each other, learning together and celebrating our success.

Our Total Rewards program reflects our commitment to helping you achieve your career ambitions, recognizing your contributions, investing in your well-being and providing competitive benefits and pay.