Workspace Experience Ambassador

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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.   

Join JLL's dynamic team serving one of the world's largest banking and financial services organisations with a network spanning more than 50 countries and territories. We're seeking talented professionals who thrive in fast-paced environments and are eager to drive meaningful change. This is an outstanding opportunity to work alongside industry experts that help shape the future of workplace strategy for a globally recognised institution.  Whether you want a career that could take you to the top or an exciting new direction, we offer opportunities, support and rewards that will help you stand out, fulfil your potential, and ultimately make your mark on something truly exciting. 

The role of Workspace Experience Ambassador is to ensure the highest levels of client, colleague and visitor experience and care. To consistently deliver service excellence and drive to provide seamless colleague experience, and all floor duties are attended to, adding value at every opportunity. The experience ambassador should be self-motivated individual who has an instinctive customer centric approach that anticipates our client colleagues & visitor needs and lives the Customer Experience Vision: “We pledge to create exceptional, memorable experiences for Client colleagues and visitors.”

The role of Workspace Ambassador is based across all colleague areas around the building and meeting room floors to ensure each meeting room and colleague space is attended to (up to 20 meeting rooms per floor) and guests are hosted to their meeting rooms. As the Workspace ambassador for our HSBC colleagues and partners. Your role will be a hybrid approach across all levels at HSBC Global headquarters promote service excellence for visitors and a community feel within the workspace environment while taking ownership of workplace facilities such as.

• All office and client colleague working areas.

• Collaboration areas.

• Break out, relaxation and community spaces.

• Meeting rooms.

Working hours/pattern: Core service hours of Workspace Ambassador are 07.00-18.00. These hours are covered by the team on a shift rota basis, working Monday to Friday, 40 hours per week.

Key responsibilities

Colleague Experience

• To ensure that all visitors experience service excellence consistently, providing a warm, courteous, and prompt welcome on arrival and throughout the client journey.

• Proactively engage with employees, understanding their needs and providing on-the-spot solutions or guidance, ensuring daily interactions contribute to a positive work environment.

• Fluency of both internal and external VIPs to constantly recognise and deliver service excellence.

• Communication between team members to ensure smooth transitions throughout the building.

• Curate, manage and support bespoke events and experiences initiatives, aimed at gathering feedback, encouraging interaction, and building a sense of community within the workplace.

• Support and drive ongoing projects and initiatives, acting as liaison between key stakeholders within the HSBC ecosystem to ensure impactful and alignment within the broader employee community.

• Conduct floor walks and observations to maintain a pristine, operational facility as well as monitoring employee behaviour by way of a data-driven approach to ensure a safe, efficient and positive work environment.

Service Excellence

• Ensure that the visitor and colleague spaces are always immaculate, taking ownership of the space and reporting issues appropriately.

• Proactively deal with enquiries and requests in person, via the telephone or email, in a timely and professional manner

• 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 workspace features are most critical to their business success.

• Adaptable to work throughout the Colleague Experience operation.

• Effectively communicate to the senior management team, displaying accuracy and attention to detail both in verbal and written communication

• Maintain a strong awareness of business activity communicating all updates with other teams whilst building strong and lasting relationships.

• Escalate any new / ongoing / potential issues and complaints to the Workspace Experience Ambassador Lead so that they are addressed accordingly.

• Ensure all Workspace Ambassador procedures are always adhered to.

Workspace Operation and Communication

• Adaptable to work with a hybrid approach throughout the workspace operation including main building reception and internal spaces.

• Communicate effectively with peers and the management team, displaying accuracy and attention to detail both in verbal and written communication.

• Maintain a strong awareness of business activity communicating all updates with team members.

• Liaising with other departments, namely security, facilities, and hospitality services.

• Be a promoter of Workspace technology, encourage colleagues to use online reporting of faults/requests and engage with CRE via the workspace app.

• 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 workspace teams.

• Become an effective bridge point between the business units, local/regional CRE and the HSBC end-user colleagues.

• Support orientation of new staff as well as aiding staff visiting from other offices.

• Be aware of any changes occurring within each business.

• Oversee the behaviours and etiquettes in the workspace through ongoing monitoring, engagement, and communications with the various teams to ensure alignment to Openwork principles.

• Support our facilities Management team in responding to internal workplace issues including at workstations, meeting rooms, communal areas, etc.

• Undertake smart space analysis and general observations to understand key peak periods, down times, and broader behaviours in the workspace.

• Ensure Security and Health and Safety procedures are always adhered to.

• Act as a first responder to administer first aid when necessary.

Personal Presentation and Responsibilities

• Maintain a professional, polite and considerate manner at all times.

• Adhere to uniform and presentation standards as per the personal appearance guidelines.

• Taking ownership of workspace experience responsibilities to constantly develop service standards.

Person Specification/Requirements

• At least 1 year of experience within a Front of House role in a corporate environment, 5-star hotel, members club or flagship airline

• Self-motivated individual committed to service excellence.

• Possesses an operational knowledge of all workplace services and standard operating procedures, together with in house meeting reservations procedures, and other internal/external communication methods.

• Ability to demonstrate empathy, excellent customer service and practical skills.

• Skilled in guest/client service and confident in striving for excellence

• Operational knowledge of all reception services and standard operating procedures

• Must have excellent organisational skills and good attention to detail.

• Ability to use own initiative and takes ownership.

• Should have an excellent and positive “can do attitude” and a great team player and supporter.

• Able to work in a busy and pressurised environment providing a discreet and personalised service.

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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!

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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