Community Manager

Job Summary

Supporting the Facility Manager in overseeing daily site services. Communication with vendors and accelerating issues as necessary. Ensuring a safe, clean, and comfortable work environment.

Key Roles and Responsibilities

The key focus for this role will be to create a single and visual point of contact for Verizon visitors and employees and to act as the primary interface between the internal operations of Verizon and its clients. Providing services to the highest possible standards as well as representing the Verizon and JLL values in appearance, presentation and manners.

You will take ownership and manage the front of house experience, oversee the desired behaviours, help orient and settle new and visiting staff and support the facilities management team in providing a great workplace experience and provide the necessary support for business related events and community-based initiatives.

In this role, you will bring your people focused skills including strong stakeholder management and relationship building, continuous engagement and communications as well as your ability to proactively support the needs of our staff, clients and business partners.

You will be instrumental in ensuring the workplace delivers a great experience for visitors and staff, your ownership of the workplace by making sure you have happy customers in your community and your ability to proactively resolve queries and issues will be the cornerstone to your success in this role.

• Responsible for and manage the Customer Experience services within reception and workplace and how it impacts all Verizon employees and visitors
• Proactive communicator with all key influencers within JLL and Verizon
• Liaising with the team and other key stakeholders.
• Provide written reports and quality data as required
• Support the operational 1FM Workplace Experience Survey NPS
• Own your operational space to ensure a fantastic Service Journey for customers within your location
• Support the look and feel of the welcome area 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.
• Ensuring full statutory and operational compliance is achieved in line with contract KPIs.
• 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 be aware of changing needs of customers and adjust the service accordingly in line with global standards
• To ensure that all agreed service objectives are met in line with client expectations.
• To provide an excellent standard of client service
• Support admin and financial support as and when required
• Any other duties required as part of the role as and when requested

Person Specifications

• 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
• High attention to detail
• Flexible and proactive
• Ability to react quickly and decisively when faced with a problem or issue
• Team player, 3 years experience in working within a Front of House or Reception environment ideally gained within a corporate or hotel environment
• Able to work off their own initiative and with minimal direction
• Strong team player with a commitment to support their colleagues
• Exceptionally organised and skilled in multi-tasking
• Computer Literate good understanding and working knowledge of office software.
• Communication good level written, oral communications skills. An influential communicator, with the ability to deliver clear and concise messages and identify mutually agreeable solutions.
• Proven track record of achievement
• An ability to understand problems, its impact and provide resolutions in a timely manner
• Feel empowered to take action and resolve issues quickly and thoughtfully
• Excellent time management and organisational skills
• Ability to work under pressure and to tight deadlines