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 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.
Personal Attributes
Enthusiastic, 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 us
At JLL UK, we support each other's wellbeing and champion inclusivity and belonging across teams. We embrace more innovative ways of working and prioritise opportunities to strengthen and advance your career within the UK and potentially across our global network. Join us in taking the more inspiring and optimistic path on our journey toward success in the dynamic UK facilities management landscape.
#LI-DW2
If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements below. We’re interested in getting to know you and what you bring to the table!
Personalized benefits that support personal well-being and growth:
JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health.
About JLL –
We’re JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That’s why we’re committed to our purpose to shape the future of real estate for a better world. We’re using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people, and our communities.
Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we’re honored to be recognized with awards for our success by organizations both globally and locally.
Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we’re headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.
