Workplace Team Leader

JLL supports the Whole You, personally and professionally.Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you've got deep experience in commercial real estate, skilled trades, and technology, or you're looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.Workplace Team Leader Reports to: UK Guest Services ManagerLocation: Kings Place, London N1Hours: 40 hours per week, Monday to Friday (flexibility for occasional out-of-hours events required)About JLLJLL supports the Whole You, personally and professionally.Our people at JLL and JLL Technologies are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry and we support them through professional growth, flexibility, and personalised benefits to manage life in and outside of work. Whether you've got deep experience in commercial real estate, skilled trades, and technology, or you're looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.Role PurposeThe Workplace Team Leader is a strategic operational role responsible for leading and developing high-performing team to deliver exceptional workplace experiences at Kings Place, London N1. Working with a high-profile client (Rolls-Royce) where attention to detail and relationship management are key drivers of success, this role combines hands-on leadership with operational excellence. You will ensure all front-of-house and workplace services exceed client expectations while fostering a culture of continuous improvement, employee engagement, and creating an environment for everyone to thrive.Main DutiesLeadership & People ManagementLead, inspire, and develop the Front of House / Cleaning team through effective coaching, training, and day-to-day management to consistently deliver first-class customer serviceConduct regular one-to-ones, performance reviews, and team meetings to support professional development and maintain high team moraleManage team schedules, annual leave requests, and absence reporting to ensure adequate coverage at all timesFoster a positive, inclusive team culture that aligns with JLL values and promotes collaborationSet clear objectives for team members that link to wider business strategyAct as an escalation point for complex customer service issues, supporting the team in resolving challenges effectivelyOversee and coordinate with the onsite cleaning team to ensure quality service delivery and adherence to operational standardsDeputise for the Assistant Facilities Manager during holidays or absences, ensuring seamless operational continuityCustomer Experience ExcellenceDrive and maintain exceptional standards of customer service for all internal and external visitorsAnticipate client and visitor needs, demonstrating a proactive, solutions-focused approach with meticulous attention to detailBuild and maintain strong, professional relationships with on-site clients and stakeholdersEnsure all customer requests are handled efficiently, professionally, and to the highest standardManage the visits diary and provide VIP concierge services, including meet-and-greet dutiesHandle complaints swiftly and professionally, ensuring effective resolution or appropriate escalationProactively seek and review customer feedback, tracking remedial actions through to closureEngage confidently with clients and deliver presentations at stakeholder meetingsMeetings & Events ManagementOversee meeting room bookings, set-up, and coordination for internal and client meetings in accordance with SLAsEnsure all meeting rooms, conference spaces, and event areas are prepared to defined standardsProvide audio-visual and IT support for meetings, conferences, and eventsCollaborate with catering, hospitality, and other service providers to deliver seamless experiencesConduct monthly audits of reception, event, and meeting spaces to maintain quality standardsProvide operational support to internal events and ad-hoc out-of-hours eventsSupport the team with meeting room preparation, including reconfiguring furniture and dividing roomsOperational ExcellenceEnsure all site activities are carried out effectively and delivered in line with contractual KPIs and SLAsLiaise with multiple service lines including cleaning, maintenance, and catering to coordinate quality service deliveryDevelop, implement, and maintain standard operating procedures, periodically reviewing and driving continuous improvementRaise and track maintenance, IT, and other service requests through JLL and client systemsConduct daily Health, Safety, Security & Environment inspections before building openingOversee all contractor activity to minimise impact on site operationsSupport Facilities and service line managers with contractor activities and projectsHealth, Safety & WellbeingAct as a trained First Aider, providing immediate assistance in emergency situationsServe as a Fire Marshal, supporting and leading emergency evacuation proceduresWork in accordance with all Health, Safety, Security & Environment policies, SOPs, and risk assessmentsRaise accident and incident reports and track through to closureSupport personal emergency evacuation plans for less abled guestsReport any health, safety, or maintenance concerns promptly to relevant departmentsRaise sprinkler and fire alarm isolation requests as requiredEnsure all events and activities are conducted safely and in line with regulationsSupport with all internal and external auditsMaintain a key access listCommunication & ReportingProduce accurate reports and management information for the contract, including monthly utilisation statisticsMaintain high-quality communication with clients, team members, and the wider businessAttend weekly service line meetings and manager forum meetingsKeep clients fully informed of all relevant operational mattersEnsure operational support documentation including out-of-hours paperwork is maintainedConduct building induction sessions and site inductions for new startersPrepare and deliver professional presentations to clients and stakeholdersManage door access requests and maintain accurate records using Microsoft Excel, Word, and OutlookCommercial & Financial AwarenessMonitor, measure, and report on key performance indicators with client inputUse KPI data and service reviews to identify opportunities for service enhancementDemonstrate strong commercial awareness and contribute to operational efficiencyMaintain accurate records and use management information to support decision-makingInnovation & Continuous ImprovementIdentify and implement innovation opportunities within the siteFoster a culture of continuous improvement within your teamsSupport your line manager with wider business projects and change initiativesAnalyse management information data proactively to drive performance improvementsPerson SpecificationEssential Skills & ExperienceProven experience in a customer-facing leadership or supervisory role, ideally within a high-profile or corporate environment. Strong people management skills with the ability to motivate, coach, and develop teams. Exceptional customer service orientation with a commitment to excellence and meticulous attention to detail. Clear understanding of Health & Safety practices, including risk assessments.Excellent written and oral communication skills, with confidence in client engagement and delivering presentations. Strong relationship management skills with the ability to build trust and credibility with high-profile clients. High attention to detail and ability to work in a fast-paced environment. Computer literate with proficiency in Microsoft Word, Excel, and Outlook.Understanding of audio-visual and IT systems, with the ability to explain these clearly to customers. Ability to work both independently and collaboratively as part of a team. Flexible approach to working hours when required for operational needs and out-of-hours events. Reliable, dependable, and able to self-direct with minimal supervision and work off own initiative.DesirableFirst Aid qualification (or willingness to obtain through company-provided training). Fire Marshal certification (or willingness to obtain through company-provided training). Previous experience in corporate facilities management, front-of-house operations, or workplace experience roles. Experience working to KPIs and SLAs in a client-facing environment.Personal AttributesEnthusiastic, conscientious, and proactive with a passion for creating an environment for everyone to thrive. Solutions-focused with a can-do attitude. Calm under pressure with strong problem-solving abilities. Professional appearance and demeanour at all times. Commitment to maintaining high standards for self and colleagues.Adaptable and resilient in a dynamic operational environment. Self-motivated with strong initiative and the ability to direct both self and team effectively. Diplomatic and discreet when dealing with confidential or sensitive matters. Team player with an enthusiastic attitude who works efficiently and effectively both individually and as part of a team.What you can expect from usAt JLL UK, we support each other's wellbeing and champion inclusivity and belonging across teams . click apply for full job details