Workplace Delivery Coordinator

Workspace Delivery Coordinator

Work Dynamics (Integrated Facilities Management)

ROLE AND RESPONSIBILITIES

OVERALL ROLE

This position is in its nature proactive and focused on the detail, to ensure workspace services are delivered to an agreed consistent standard to enable Occupant and Guest Experience based on requirements works every time, while maintaining safe working practices throughout all we do.

The role oversees the day-to-day service delivery by the Workspace team and vendor partners, ensuring compliance to SOPs and SLAs. Importantly alignment must prevail with the Workspace Experience team to ensure gearing of the service delivery to the ultimate target of creating Customer Delight, with agility of mind, and so service provision, to maintain this alignment.

A key aspect of this role is engagement with other service partners to deliver on consistency of service to Occupants and Guests..

MAJOR RESPONSIBILITIES

Transforming to the Workspace Team of the future

• Commitment to deliver the best level of service every time through obsessive level of attention to detail
• Ensures resets back to agreed format, including owning Clear Deck policy / and associated reporting to Workspace Experience team to allow for onward sharing with LOBs
• Proactive checks to agreed schedule, reviewing ping reports from with a proportion after business hours so Occupants come back to refreshed and clean workspace

Client/Stakeholder Management (in support of the Site Lead)

• Comply with all requirements of the Client contract and meet or exceed Key Performance Indicators
• Deliver an exceptional quality of service to the Client, as reflected by Client feedback

Operations Management

• Functional operational control to deliver excellence every time
• Managing Soft services related operations
• Interfacing with the pest control for carrying out the pest control activities at the facility.
• Interacting with the Housekeeping vendor, collecting all documents from the vendor for compliance audit
• Taking facility rounds and find out snags and raising tickets for the same
• Preparing the Daily/Weekly and Monthly reports
• Ownership of the Day to day administration, including reports generation of the stocks tracker.
• Follow up and close the tickets logged
• Take rounds of the facility regularly to identify issues in and initiate immediate rectification actions
• Meet the housekeeping in charge during the shift to discuss and communicate priorities for the shift and address complaints
• Involve in Vendor staff Training & Development.
• Implement service tasks, procedures and policies and measure performance
• Provide comprehensive workspace management for the office premises
• Be able to resolve problems or improve operations
• Implementation of service task, procedures, and policies
• Assist with critical out-of-hours issues & participate as a key team member in responses to emergency situations
• Report building incident following with set escalation channels with measures and solutions
• Coordinate, manage and oversee vendors to perform a wide range of workspace-related services
• Work with all related parties on timely delivery of all services
• When necessary, raise risks to Workspace Experience Site Lead for further investigation
• Continuous Improvement implementation
• Cost saving mind-set that drives value for service as every level
• Conduct data analysis report when necessary

CANDIDATE SPECIFICATION: KEY SELECTION CRITERIA

Ideal Experience

• Hospitality / IFM experience of 2 + years or Freshers with Degree/Diploma in Hotel Management or related field.
• Added benefit would be experience specifically in Housekeeping, detail oriented with good eye for detail
• Good verbal and written communication skills as well as presentation skills
• Able to adapt in a fast-paced working environment and versatile in meeting client changing needs and requirements
• Strong analytical, organization and administration skills

Critical Competencies for Success (with corresponding I am JLL behaviours)

Client Focus & Relationship Management I Value my Customers

• Demonstrates proactive & professional approach to customer service and stakeholder engagement
• Has a natural hospitality-orientated communications acumen
• Ability to interact with a wide range of client staff, including senior levels
• Ability to manage conflict and balance between client and firm requirements
• Has a customer service oriented attitude

People Management and Team Leadership I am a Team Player

• Ability to lead team effectively, train them well and promote open, constructive and collaborative relationships at all levels

Program Management & Organizational Skills I am Proactive

• Excellent planning & organizational skills to prioritize work and meet tight deadlines
• Proven ability to manage multiple and complex operational matters on a daily basis

Problem Solving & Strategic Thinking I am Innovative

• Capacity to deal with ambiguity and solve complex problems effectively
• Analytical, proven ability to solve problems using a quantitative approach
• Proven ability to employ holistic approaches and looks at long term solutions

Other Personal Characteristics

• Natural communicator who enjoys engaging at all levels
• Self-motivated and confident
• Exhibits honesty & trustworthiness
• Open to new ideas & willing to challenge status quo
• Works well with diverse teams from various countries/cultures

KEY STAKEHOLDERS

Management Staff

Client Representatives

Client Occupants / End-users

Vendor Staff

REPORTING TO

Workspace Delivery Assistant Manager