27 Oct
JLL
Derby
Job description
Description
Service excellence :
- Accountable for measuring, meeting and reporting Key Performance Indicators (KPIs) with client input
- Responsible for using KPI output / service reviews to improve service delivery
- Responsible for implementing and maintaining the Standard Operating Procedure (SOP), seeking constant improvement.
Engagement, culture & communication :
- Accountable for creating reports and MI (Management Information) for contract.
- Accountable for the quality of communication and quality of reports being submitted to client, team and business.
- Responsible for driving company culture within their team.
- Responsible for engaging with the wider business - e.g. attends managers forum meetings.
- Responsible for ensuring Engagement Ambassador assigned to the contract.
- Responsible for proactively looking for networking opportunities and gets involved where possible.
- Responsible for ensuring the client is fully informed of all relevant information.
Client relationships :
- Accountable for presenting contract updates to the client on a regular basis.
- Responsible for aligning team to both Signature and Client values.
- Responsible for acting on client requests and tracking through to closure.
Finance & Commercial Awareness :
- Accountable for providing all back up documentation to ensure accurate monthly invoicing can occur.
- Responsible for delivering contract to budget.
- Responsible for identifying opportunities to increase profit within the contract.
- Responsible for approving final payroll reports.
- Consults with line manager regarding the financial performance of the contract.
- Informed knowledge of key contractual terms including financial penalties for non-conformance.
- Informed knowledge of fixed, cost plus and other contract types.
People & productivity :
- Accountable for teams' performance as a whole.
- Accountable for developing and implementing an effective development matrix.
- Responsible for ensuring team follows all HR processes.
- Responsible for analysing MI to improve team performance.
- Responsible for self-motivation without being prompted by line manager.
Business development :
- Responsible for understanding the full tender process.
- Responsible for assisting with operational responses to tenders.
- Responsible for developing the business organically.
QHSE and wellbeing :
- Accountable for all safety related documentation within the contract.
- Accountable for the development and delivery of a QHSE related training schedule.
- Responsible for reviewing near miss, dangerous occurrence and incident events (RCA) to implement actions to prevent reoccurrence.
- Responsible for reviewing and making recommendations on all site QHSE practises.
- Responsible for implementing and enforcing QHSE procedures.
- Responsible for addressing any inappropriate behaviour.
Strategy : innovation, change & project management :
- Responsible for ensuring team members have objectives in place that are linked to the strategy.
- Responsible for identifying innovation opportunities within their sites.
- Responsible for managing site projects including implementing of key milestones.
- Responsible for assisting line manager in any wider business projects.
- Responsible for developing a culture of continuous improvement and innovation that delivers ideas and improvements.
- Responsible for analysis and proactive use of Management Information (MI).
- Informed knowledge of the strategy and the role they play in leading and implementing it.
Main Duties
- Driving 5-star customer service excellence from a number of direct reports through training and day-to-day line management across 5 diverse, corporate sites.
- Provide support and day-to-day management of the team i.e. annual leave requests, absence reporting, weekly key updates, 1-2-1s etc.
- Process team payroll.
- To support the Service Level Agreement by ensuring that all site activities are carried out effectively.
- Build and maintain relationships with local site clients and act as escalation point for any Front of House issues.
- To ensure customer requests are dealt with efficiently and effectively.
- Assist in the operational management of corporate sites and liaising with multiple service lines (cleaning, maintenance, catering) to ensure delivery of quality of service.
- Assist JLL Facilities and other service line managers with contractor activities and projects.
- Responsible for building communications for corporate site of 600 employees including involvement in Wellbeing activities.
- Carry out Site Inductions for new starters of Rolls-Royce and contractors.
- Leading quarterly HSE meetings and other initiatives with client for site.
- Managing and assisting in large-scale projects within sites including contractor works, limiting impact to client and office areas.
- Working to contractual KPIs and SLAs.
- Ensure all receptions and meeting spaces are set to a defined standard with monthly auditing.
- Develop and work to a standard set of operating procedures and processes.
- Produce monthly statistics of utilisations.
- Lead and support Emergency Evacuation procedures.
- Raise work and escalate requests through the Maximo system
Qualifications
- An understanding of Audio Visual and IT systems and the ability to explain this accurately to customers.
- Computer literate (Word, Excel, Outlook E-mail).
- A clear understanding of Health & Safety practices including Risk Assessment.
- Customer orientated approach.
- Enthusiastic and conscientious.
- Clear, strong and confident communication skills.
- Team player with an enthusiastic attitude.
- To work efficiently and effectively in a team as well as individually.
- Able to work off their own initiative and with minimal direction.
- Excellent written and oral communication.
Location : On-site Derby, GBR
On-site Derby, GBR
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! If you require any changes to the application process, please email or call + 44 ( 0 ) 20 7493 4933 to contact one of our team members to discuss how to best support you throughout the process.
Please note,
the contact details provided are to discuss or request for adjustments to be made to the hiring process. Please direct any other general recruiting inquiries to our Contact Us page >
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▶️ Front of House Manager
🖊️ JLL
📍 Derby