Workplace Team Leader

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.

Workplace Team Leader Reports to: UK Guest Services Manager Location: Kings Place, London N1 Hours: 40 hours per week, Monday to Friday (flexibility for occasional out-of-hours events required)

About JLL JLL 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 Purpose The 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 Duties

• Leadership & People Management
  • Lead, inspire, and develop the Front of House / Cleaning team through effective coaching, training, and day-to-day management to consistently deliver first-class customer service
  • Conduct regular one-to-ones, performance reviews, and team meetings to support professional development and maintain high team morale
  • Manage team schedules, annual leave requests, and absence reporting to ensure adequate coverage at all times
  • Foster a positive, inclusive team culture that aligns with JLL values and promotes collaboration
  • Set clear objectives for team members that link to wider business strategy
  • Act as an escalation point for complex customer service issues, supporting the team in resolving challenges effectively
  • Oversee and coordinate with the onsite cleaning team to ensure quality service delivery and adherence to operational standards
  • Deputise for the Assistant Facilities Manager during holidays or absences, ensuring seamless operational continuity
• Customer Experience Excellence
  • Drive and maintain exceptional standards of customer service for all internal and external visitors
  • Anticipate client and visitor needs, demonstrating a proactive, solutions-focused approach with meticulous attention to detail
  • Build and maintain strong, professional relationships with on-site clients and stakeholders
  • Ensure all customer requests are handled efficiently, professionally, and to the highest standard
  • Manage the visits diary and provide VIP concierge services, including meet-and-greet duties
  • Handle complaints swiftly and professionally, ensuring effective resolution or appropriate escalation
  • Proactively seek and review customer feedback, tracking remedial actions through to closure
  • Engage confidently with clients and deliver presentations at stakeholder meetings
• Meetings & Events Management
  • Oversee meeting room bookings, set-up, and coordination for internal and client meetings in accordance with SLAs
  • Ensure all meeting rooms, conference spaces, and event areas are prepared to defined standards
  • Provide audio-visual and IT support for meetings, conferences, and events
  • Collaborate with catering, hospitality, and other service providers to deliver seamless experiences
  • Conduct monthly audits of reception, event, and meeting spaces to maintain quality standards
  • Provide operational support to internal events and ad-hoc out-of-hours events
  • Support the team with meeting room preparation, including reconfiguring furniture and dividing rooms
• Operational Excellence
  • Ensure all site activities are carried out effectively and delivered in line with contractual KPIs and SLAs
  • Liaise with multiple service lines including cleaning, maintenance, and catering to coordinate quality service delivery
  • Develop, implement, and maintain standard operating procedures, periodically reviewing and driving continuous improvement
  • Raise and track maintenance, IT, and other service requests through JLL and client systems
  • Conduct daily Health, Safety, Security & Environment inspections before building opening
  • Oversee all contractor activity to minimise impact on site operations
  • Support Facilities and service line managers with contractor activities and projects
• Health, Safety & Wellbeing
  • Act as a trained First Aider, providing immediate assistance in emergency situations
  • Serve as a Fire Marshal, supporting and leading emergency evacuation procedures
  • Work in accordance with all Health, Safety, Security & Environment policies, SOPs, and risk assessments
  • Raise accident and incident reports and track through to closure
  • Support personal emergency evacuation plans for less abled guests
  • Report any health, safety, or maintenance concerns promptly to relevant departments
  • Raise sprinkler and fire alarm isolation requests as required
  • Ensure all events and activities are conducted safely and in line with regulations
  • Support with all internal and external audits
  • Maintain a key access list
• Communication & Reporting
  • Produce accurate reports and management information for the contract, including monthly utilisation statistics
  • Maintain high-quality communication with clients, team members, and the wider business
  • Attend weekly service line meetings and manager forum meetings
  • Keep clients fully informed of all relevant operational matters
  • Ensure operational support documentation including out-of-hours paperwork is maintained
  • Conduct building induction sessions and site inductions for new starters
  • Prepare and deliver professional presentations to clients and stakeholders
  • Manage door access requests and maintain accurate records using Microsoft Excel, Word, and Outlook
• Commercial & Financial Awareness
  • Monitor, measure, and report on key performance indicators with client input
  • Use KPI data and service reviews to identify opportunities for service enhancement
  • Demonstrate strong commercial awareness and contribute to operational efficiency
  • Maintain accurate records and use management information to support decision-making
• Innovation & Continuous Improvement
  • Identify and implement innovation opportunities within the site
  • Foster a culture of continuous improvement within your teams
  • Support your line manager with wider business projects and change initiatives
  • Analyse management information data proactively to drive performance improvements

Person Specification Essential Skills & Experience

• Proven 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.
• Desirable First 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.

Desirable

• First Aid qualification (or willingness to obtain through company-provided training).
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