Experience Ambassador
2 months ago
JLL supports the Whole You, personally and professionally.
Job Summary /Goals
Our Experience Ambassadors' primary goal is to deliver exceptional & memorable service through support HSBC colleagues their work, regardless of where that is. The banks Future of Work programme is broken down to three key enablers: Human, Digital & Physical. Experience Ambassadors will bring this to life for colleagues and the business through the delivery of the following:
Employee Experience & Support
Change Management
Engagement & Community Building
Communication, Feedback & Business Insight
Throughout the work environment, including the following work types/locations: Desks, Team spaces, Community areas, Meeting rooms and communal areas such as transfer floors/lift lobbies etc
**Community engagement**: You will base yourself within the business and be recognised as the “go-to” person for anything work related. The role is defined by the working to the following key principals:
Deliver an exceptional customer experience to our colleagues
Take ownership of all services that support colleagues within the workplace
Build relationships with key stakeholders & encourage interaction between colleagues
Understand the needs of the business or businesses your support
Create a culture of Community Well Being, supporting and guiding colleagues through the challenges & opportunities of the new workplace environment
Key Roles and Responsibilities
Create a collaborative environment amongst employees across the workplace promoting Future of Work behaviours and community engagement between colleagues
Provide a welcoming experience for everyone as you establish a strong guest service offering
Get to know our colleagues, interests, understand the teams and what will make a difference in their day to day experience
Support events and promote activities that bring together employees from across different teams within the business.
Immerse yourself within the work profile of each business and which workplace features are most critical to their business success
Be a promoter of Workplace technology, encourage colleagues to use online reporting of faults/requests and engage with CS via the workplace apps
Be the “go-to” person for all workplace matters; answer questions and deliver effective solutions (utilising stakeholder network)
Ownership of meeting rooms including in room technology (triage and first line fix), escalating where specialist technical support is required
Establish relationships with key stakeholders across the workplace teams
Become an effective bridge point between the business units, local/regional Corporate Services and the end-user colleagues
Be aware of any changes occurring within each business
Support orientation of new staff as well as aiding staff visiting from other offices
Oversee the behaviors and etiquettes in the workplace through ongoing monitoring, engagement, and communications with the various teams to ensure alignment to Future of Work principles
Support the FM team in responding to internal workplace issues including at desks, team spaces, meeting rooms, communal areas, etc.
Take ownership for locker management including the assignment, moves and changes and troubleshooting
Undertake head count analysis and general observations to understand key peak periods, down times and broader behaviours in the workplace
Have general care for our colleagues, the workspace and proactively identify/report issues and help to resolve
Person Specification
Passionate about customer experience
High attention to detail
Flexible and proactive
A problem solver
Experience in working within a dynamic workplace environment that promotes agile working practices
Experienced in working within a Front of House or Reception environment ideally gained within a corporate or 5 Star hotel environment
Ability to build positive relations with colleagues, clients and guests
Able to work off their own initiative
Strong team player with a commitment to support their colleagues
Exceptionally organised and skilled in multi-tasking
Team Player - 1 years’ experience within a contract/project/facilities management/hospitality
Computer Literate - good understanding and working knowledge of office software.
Communication - good level written & oral communications skills.
CLIENT Exceptional Experience Standards
I am focused on building lasting and meaningful relationships with our customer
I take responsibility for my actions, turning problems into opportunities
I am committed to doing my job safely
I innovate and embrace change
I am a team player
I am an expert in what I do and understand what’s expected of me
Personalized benefits that support personal well-being and growth:
JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health.
About JLL
- We’re JLL—a leading professional services and investmen
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