Customer Experience Host

JLL empowers you to shape a brighter way.  

Our people at JLL 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.

Job Title: Customer Experience Host

Location: (Insert destination)

Reporting to: Occupier and Customer Manager

Role Description

The Customer Experience Host is the face of the destination for customers and occupiers. Responsible for delivering high quality customer service, building meaningful relationships and creating memorable experiences. The Customer Experience Host will work as part of the Occupier and Customer team to establish the (Insert destination) community and promote social value. Develop a deep understanding of (Insert destination) customer feedback and experience, occupier performance and drive operational excellence.

Key Stakeholders

• Customers & Occupiers
• JLL service partners
• Destination Teams
• Hammerson (Client)
• Local community - charities, schools, organisations, and non-retail competitive businesses etc.

Key Responsibilities

Main Duties & Responsibilities

• Personalised proactive customer engagement ensuring a warm welcome to guests at (insert destination)
• Delivery of high-quality customer service to customers and retailers

• Dealing efficiently with any customer and occupier issues/queries

• Proactively communicate with colleagues to ensure that all duties and tasks are fulfilled to the highest standards

• Provide accurate information regarding centre retailers, facilities and directions to customers and retailers upon request. Knowledge of the wider city we are operating in.  

• Communicating with the Occupier and Customer Manager and Marketing team to ensure effective communication for destination events and marketing activity. Onboard new occupiers to the Centre.
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• Liaising and working with the security, cleaning, and maintenance teams to ensure any issues are flagged, and follow through to resolution
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• Build relationships with local charity and community groups. Oversee community events and support the destination in driving Social Value.

Data/ Admin Ownership

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• Collect data and intel from our customers and occupiers. Ensure accuracy and able to work to deadlines.

• Develop a detailed knowledge and become and expert in the software platforms. Able to provide analysis and competently use site systems.

• Manage the occupier communication platform. Ensure content is updated regularly and promote sign up

• Ensure customer website and wayfinding is accurate and up to date with any destination changes.

•  Oversee occupier customer feedback programmes as appropriate and use the feedback to inform strategy

Effective Communication

• Handle all queries efficiently but effectively and supply relevant information as required and appropriate
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• Proactively identify and troubleshoot issues

• Complete a handover with colleagues and other stakeholders as required when taking time out of the business and between shifts
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• Be aware of relevant legislation to include health & safety and be always security conscious

• Own occupier communications, working with all departments and clients to ensure effective communication

• Meeting with a range of representatives from each retailer within the scheme from decision-makers to store managers, to gain a confident understanding of their business performance objectives, aspirations and needs and identify opportunities to help retailers achieve these

• Aid Occupier and Customer manager in building proactive and effective two-way relationships with stakeholders within the destination. These stakeholders will include local retailers, leisure operators, public services (such as police), local authorities, schools/ colleges/ universities, charities and such like.

Values & behaviours

• Driving forward actions with pace and encouragement of creative solutions - you have a hunger for delivering results.
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• An open and transparent communication style with the ability to listen, influence and challenge appropriately.

• The cultivation of close working relationships with peers and teams to drive win-win outcomes.

• A fresh & unrestrictive view on current ways of doing things to stimulate innovation and new approaches.

• Embracing change by fostering state-of-the-art knowledge and technology trends to sustain Westfield’s competitive edge.

• Being dedicated, motivated and passionate about our people and our company.

Required skills

• A strong communicator and interpersonal skills
• Retail or hospitality experience essential.
• Strong verbal and written communication skills
• Exceptional organisation, time management and prioritisation skills
• Demonstrate integrity, dependability, responsibility, accountability, self-awareness, work ethic and empathy
• A passion for customer experience
• Innovative in thinking and take the initiative finding new ways of working
• Work efficiently and ability to learn new systems and software
• Be ambitious and commercially minded
• Self-motivated.

About JLL  

Operating in over 80 countries, JLL is a leading professional services firm specialising real estate and investment management, which shapes the future of real estate for a better world by leveraging advanced technology to create rewarding opportunities, amazing spaces, and sustainable real estate solutions for our clients, people, and our communities.

At JLL, we're committed to building a diverse and inclusive culture where our people can be themselves and feel they belong. We embrace collaboration, continuous learning, and innovation while operating with the highest ethical standards. Our values of teamwork, ethics and excellence drive everything we do, and we're proud to create a workplace where ambition, creativity, and entrepreneurial thinking are celebrated.

We are committed to shaping the future of real estate for a better world, putting sustainability and social responsibility at the heart of our business.

This job description sets out key elements and responsibilities of the role, but it is not intended to be exhaustive and does not constitute a contractual document. Duties may be changed to meet changing needs or circumstances.

Location:

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

At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.

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