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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.   

Responsibilities and
Deliverables
Client Service
• To understand the Client’s objective and instructions in relation to the One Exchange Square.
• To assist in Client reporting concerning all on-site operational issues and customer relations.
• Act as lead for the Client in all matters relating to the operation at the One Exchange Square to establish and enhance brand image

Customer Experience
• Establish and manage a property strategy with a view to providing a high standard of customer service that enhances the customer experience and develops a property partnership community.
• Regularly meet with the occupier representatives to fully understand their wants and needs within the One Exchange Square.
• Manage the on-site service partner teams to ensure optimal customer satisfaction and minimise the downtime when service interruption occurs.
• Liaise with the Client to undertake periodic customer feedback sessions and respond to occupier feedback with a view to achieving positive outcomes and consistent high levels of customer satisfaction.

Operations Management
• Working with the JLL Design for Management Team take a lead role in mobilisation of the building from construction to operational i.e. undertaking all mobilisation tasks from before completion to a
‘business as usual’ state (in accordance with the JLL Mobilisation Plan and Budget which will be agreed from time to time with the Client). Build, lead, develop and inspire the on-site Management
Team (both directly employed and sub-contracted) to deliver high standards of service at the property.
• Working with the JLL PAM Team ensure the JLL PMA scope is delivered and all SLAs and KPIs are met such that service excellence is delivered throughout all areas of on-site operations. To be responsible for the implementation of agreed best practice in accordance with the JLL PMA and JLL’s
Facilities Management Best Practice policies in the following areas: service charge financial management, information/communications, procurement, operations, repair & maintenance, social & environmental responsible management, customer experience and human resources (training and development) ensuring:
• customer service delivery
• standard systems and procedures
• audit and inspection
• reduction of risk
• consistent high standards of service
delivery (and their measurement)
• improved reporting to clients
• Inform the JLL PAM Team and Client of any occupier matters that may influence valuation/investment considerations including assistance in monitoring occupiers’ compliance with covenants.
• In conjunction with the JLL PAM Team, ensure the financial management of the property, through the preparation of service charge budgets, the monitoring of agreed budgets to pre-defined cash limits, quarterly (formal) variance reporting and service charge reconciliation, is delivered to JLL accounting practices. To include the administration of non-recoverable budgets.
• To understand the principal terms of occupier leases as they affect the property management of the building and the Client’s obligations to provide services including clarity on the extent of the common areas.
• Ensure that the procurement of all supplies and services at the property is undertaken in accordance with JLL’s PMA and JLL’s procurement policy to ensure the highest standards for the best value. Ensure high quality health and safety practices are maintained, in accordance with best practice guidelines from central support under the JLL’s risk management programme and the RFM
• Ensure all aspects of the JLL PMA, Client’s ESG requirements and JLL’s ‘Socially Responsible
Management’ programme is implemented in relation to environmental & sustainability policies.
• Be familiar with all heating, ventilating, mechanical and electrical equipment at the property and have a sound understanding of the purpose and general working of such equipment. Ensure maintenance contracts in place cover specification as defined within the O&M manual requirements and do not negate warranties/guarantees.
• Where required, work with appointed professional consultants Building Surveyors/Architects/Designers consultants as well as MEP, VT and Energy consultants.
• Be familiar with the agreements and mechanisms in place between the Client and Broadgate Estate’s management team. To act as an ambassador for the building on the estate.
• Work closely with the wider Broadgate Estates team to ensure the building is integrated with their workings and the processes are seamless from an occupier perspective.

Retail
• Engage with the retail arcade occupiers to monitor trading and assist with any marketing as necessary. Reporting to the surveying and asset management teams as necessary.
• Liaise with Broadgate Estates to link the retail arcade with any marketing and events taking place across the estate.
• Liaise with Broadgate Estates to ensure the services to the arcade are being provided to the required standards.
• Ensure that the retail occupiers form part of the building’s strategy and link them with office occupier events as appropriate.
• Key Skills:
• Confident in presenting information and delivering training to colleagues and peers A proven leader, adept in managing a team of varied individuals

• Strategic thinker with the ability to implement continual improvements to the department’s service delivery

• Experience in operational planning through the transition phase of construction to full occupancy

• Working knowledge of Microsoft office software, specifically excel. And be able to utilise and manage data

• Experience in developing and implementing procedures, standards, and guides for operational excellence on a large scale.

• Proven knowledge of building regulations, legislation compliance and best working practice

Location:

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! If you require any changes to the application process, please email EMEATA@jll.com or call +44 (0)20 7493 4933 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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