Customer Services Executive (Facilities Officer)

Job Duty About JLL –

We’re JLL. We’re a professional services and investment management firm specializing in real estate. As a Fortune 500 company, we help real estate owners, occupiers and investors achieve their business ambitions.

If you’re looking to step up your career, JLL is the perfect professional home. With us, you’ll have a chance to innovate with the world’s leading businesses, put that expertise into action on landmark projects, and work on game-changing real estate initiatives. You’ll also make long-lasting professional connections and be inspired by the best. We’re focused on opportunity and want to help you make the most of yours. Achieve your ambitions - join us at JLL!

About the role:

Assist and monitor building procedures and performance measures to ensure simplification and accuracy of work methods and reliability of systems.

Monitor the Preventive and Planned Maintenance programme to minimise maintenance, repair and replacement costs together with minimising the risk of plant failure. Liaise on any outstanding Work Orders.

Assist in the implementation a comprehensive energy saving/management program for your site(s)

Ensure that the team liaises closely with the Regional Operations procedures to ensure service standards are maintained

Recommend continuous quality improvement practices across your site, ensuring initiatives are shared across all sites

Ensure consistency of regional policies & procedures with constant updating of as required

Implement, comply with and audit all internal management systems, for quality assurance

Assist the Management Team with the coordination of Churn and other relocations activities

Risk Management

Assist in the implementation and management of a property risk management program which identifies major property risks including occupational health and safety, fire safety and essential services and environmental.

Assist in the implementation and monitoring of guidelines and strategies to protect health and safety of staff and others, protect the client and JLL reputation.

Support the implementation and monitoring of disaster recovery and business continuity plans

Follow established escalation procedures and incident reporting procedures

Procurement and Vendor Management

Assist in the evaluating the vendor procurement and management practices of your designated site and ensure renegotiation and tendering, including tender documentation; evaluation of tenders and preparation of contracts is in accordance with agreed client procurement guidelines.

Co-ordinate and monitor the contractor management program ensuring all vendors comply with all aspects of their agreement

Ensure the Contract Management Database is up to date at all times

Assist to manage the vendor Risk Management program

Profitability/ Savings Initiatives

Assist the JLL Account Leadership team with generating savings and creating initiatives to improve processes and practices

Customer Service / Client Relationships

Provide superior customer service

Ensure feedback from client sessions is recorded and actioned to the satisfaction of the end user.

Pro-actively manage client’s expectations ensuring that the service levels are maintained .

Lead by example

Reporting

Assist in the budgeting process as required

Provide input as required into the Monthly Report to client

Active involvement in the monitoring and achieving the required Key Performance Indicators

Leadership / Staff Management:

Actively support an environment that supports teamwork, co-operation & performance excellence within the team

Sound like you? To apply you will have:

Tertiary education in Building, Mechanical, Electrical Services, Facilities Management or related disciplines

Minimum of 2 years’ practical experience in day-to-day operation, repair and maintenance, particularly in commercial office and retail premises

Related experience in banking industry is preferable

Knowledge in Security system, Air-conditioning (CRAC, MVAC) system, Fire Services systems, Electrical Distribution systems and PC systems

Knowledge in site co-ordination and vendor management

A good team player with good organizational, communication and client management skills

Good command of both written and spoken English and Cantonese/Chinese

Good PC literacy and able to manage daily activities using various systems

Critical Competencies for Success

Behave consistently with Jones Lang LaSalle cultural and ethical requirements

Have a positive and proactive approach to work and able to work on own initiative and as part of a busy team

Ability to deal with emergency situations in a calm manner

Able to follow instructions and procedures

Listens effectively and communicates through actions and example

Takes a flexible approach to work patterns to meet the requirements of Jones Lang LaSalle and clients

Ability to work within a budget

Demonstrated initiative

Ability to solve problems