Workplace Experience Enabler
JLL
The Workplace Experience Enabler is a proactive, detail-focused role responsible for ensuring workplace services are delivered consistently to agreed standards—creating an occupant and guest experience that “works every time,” while maintaining safe working practices. The role oversees day-to-day service delivery by the Workplace team and vendor partners, ensuring compliance with SOPs, SLAs, and performance expectations, while staying aligned with the Workplace Experience team to drive “customer delight” through agility and continuous alignment.
Key Responsibilities
The role covers service delivery, operational control, vendor oversight, risk management, and continuous improvement.
Service Delivery & Workplace Standards
This position ensures the workplace is maintained in agreed formats and standards and that service routines are carried out proactively
- Deliver a consistently high level of service through strong attention to detail
- Own and enact workplace reset standards (e.g., clean desk/clear desk approach), including lost property processes and reporting
- Complete proactive checks to an agreed schedule, including reviewing “ping” reports, with some checks performed after business hours to ensure occupants return to a refreshed workplace
The role provides functional operational control and ensures tasks, procedures, and policies are implemented and measured effectively.
- Implement workplace service tasks, procedures, and policies; monitor and measure performance
- Spot-check supplier and service provider performance to confirm contractual obligations are met
- Understand site operational/technical requirements and ensure contracts support necessary supplies and services
- Provide comprehensive workplace management for office premises
- Manage change control processes as required
The role supports occupants by resolving concerns, escalating appropriately, and supporting emergency responses when required.
- Resolve user complaints and concerns with solutions, follow-up, and service recovery mindset
- Prepare risk assessments for self-delivered activities
- Support critical out-of-hours issues and participate in emergency responses as a key team member
- Report building incidents using defined escalation channels and propose measures/solutions
- Raise risks to the Workplace Experience Site Lead when further investigation is required
This role coordinates internal teams and vendors to ensure service delivery meets defined metrics and standards.
- Coordinate, manage, and oversee vendors across a wide range of workplace services
- Ensure deliverables meet SLAs and KPIs
- Work with all relevant stakeholders to ensure timely delivery of services
- Maintain up-to-date information on the client’s Property Services SharePoint
The role promotes continuous improvement and uses data to support better outcomes and value
- Drive continuous improvement initiatives in workplace operations
- Maintain a cost-saving, value-driven mindset
- Conduct data analysis and reporting when required
Candidates should bring strong communication skills and relevant industry experience.
- Excellent verbal and written communication skills
- Minimum 2 years’ experience in facilities management and/or hospitality
A relevant bachelor’s degree in Hospitality.
Personal Characteristics
The role requires a reliable, proactive, and improvement-oriented individual.
- Detail-focused and proactive
- Self-motivated
- Honest and trustworthy
- Open to new ideas and willing to challenge the status quo