Dynamic Services Ambassador

Dynamic Services Ambassador

JLL empowers you to shape a brighter way. Our people shape the future of real estate 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 belong. Whether you have experience in commercial real estate, skilled trades, or technology—or you’re applying relevant experience to a new industry—join our team as we help shape a brighter way forward.

Overview

The Dynamic Workplace Experience Ambassador is a multi-skilled role combining workplace operations with front-of-house, switchboard, and event coordination—delivering exceptional experience every day through proactive engagement and high-touch service. Team members are expected to be where the service is required, gaining exposure to both front-line hospitality and behind-the-scenes coordination.

The Ambassador will enhance engagement and partnership between JLL, service partners, and the client to deliver superior service and to develop personal and professional skills. This client-facing role combines a passion for service, strong people skills, and enthusiasm for creating a hospitality-focused workplace environment.

Key Responsibilities

Service Excellence & Colleague Engagement

• Serve as the initial point of contact for all client colleague inquiries, issues, troubleshooting, and feedback related to services within the workplace, with the goal of positively impacting the comfort of colleagues and guests.
• Welcome client colleagues and guests, anticipate their needs, and assist with arrivals, departures, and office orientations.
• Execute Ambassador services in line with SLAs, standard processes, brand image, and compliant with local laws and regulations.
• Build meaningful, lasting relationships with the client’s colleagues and guests, carrying calling and culture cards.
• Be visibly engaged in the workplace; spend a minimum of two hours per day welcoming colleagues while walking floors to ensure workspaces are stocked and maintained.

Operational Excellence

• Conduct routine walkthroughs and assessments of soft services delivery to ensure compliance with SLAs, policies, regulations, and performance metrics.
• Monitor and maintain the front desk, lobby, and surroundings to ensure a safe, clean, and brand-aligned environment.
• Receive and respond to all requests within one day, with personal follow-up to ensure questions are answered.
• Create and own work orders for maintenance, safety, and security concerns, overseeing completion and client feedback where applicable.

Performance & Continuous Improvement

• Support data collection, analysis, and reporting to align with the client’s goals.
• Strive to continually improve experience service performance and achieve goals for the team and client.
• Support the Workplace Satisfaction Survey (WSS) process to gather feedback and follow up on improvements.
• Engage in continuous improvement and innovation by leveraging business intelligence, best practices, and new tools to enhance service delivery efficiencies.

Collaboration & Security

• Work collaboratively within the account team to deliver Experience Services across all business lines.
• Assist with third-party vendor relationships and service partners to maximize service delivery.
• Execute the badging process for colleagues, visitors, and third-party providers in line with security policies.
• Identify potential risks and escalate as appropriate to prevent privacy breaches, security incidents, or disruptions to operations.

Client Programme Support

• Be aware of the client’s Workplace Experience programmes and contribute to annual reviews through daily duties.
• Coordinate colleague communications and engagement via the client’s digital platforms as required.
• Work with key account and client stakeholders to organize and operate engagement events at the location to enhance experience.
• Manage the location to ensure colleagues can have their best day; collaborate with P&FM colleagues for better solutions when needed.

Switchboard Operations

• Answer and handle calls promptly according to established standards.
• Report equipment issues and conduct regular testing to ensure readiness.
• Maintain records, including call volumes, and report as required.

Conference Room & Event Coordination

• Support conference room bookings and resolve scheduling conflicts.
• Coordinate event operations and logistics, including space utilization, catering, setup, AV, and technical requirements, with facilities and service providers.
• Assist with high-profile meetings and catering orders; proactively manage requests to avoid disruption.
• Provide administrative support for meetings and events to ensure flawless delivery.

Additional Duties

• Support other teams to ensure high-level service for client colleagues and guests.
• Provide administrative and operational excellence for soft services.
• Perform additional duties and ad hoc assignments as requested.

Qualifications

Experience

• Bachelor’s degree required.
• Minimum 1–3 years of relevant experience in hospitality, facility or property management, operations, or knowledge of commercial real estate.
• Previous experience in customer service, hospitality, security, meeting planning, or a related client-facing field.

Core Competencies

• Exceptional customer service skills and professionalism with a genuine passion for client experience; demonstrates confidence, responsiveness, and good judgment.
• Proven initiative, integrity, and excellence in internal and external customer service; highly collaborative with strong interpersonal skills.
• Ability to manage multiple priorities and deliver results in a fast-paced environment; flexible and positive when handling shifting demands.
• Strong prioritization and time management; ability to work independently and with diverse teams, leading or following as required; respectful and accountable.
• Comfortable working with clients at all levels, including senior leadership and C-suite.
• Excellent verbal and written communication skills in English; professional across channels and audiences.
• Excellent organizational skills and process management; strong attention to detail.

Technical Skills

• Proficient in Microsoft Office Suite (Teams, Excel, PowerPoint, Word, OneNote, and Outlook).
• Working knowledge of a range of IT tools and platforms; ability to adapt quickly to new devices and applications.
• Experience with Eptura Engage (formerly Condeco) is beneficial.

Key Relationships

• Client colleagues at all levels (including senior leadership and C-suite)
• Visitors and guests
• Facilities Management Team
• Security Teams
• Multi-Skilled Workplace Experience Team
• Service Providers (Catering, AV, Technical Support)

The above is a guideline designed to present an overview of job duties and is not intended to be a comprehensive list of responsibilities.

Location

On-site – London, GBR

Application Note

If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements. We’re interested in getting to know you and what you bring to the table.