Responsibilities:
1. Manage the Customer Experience services within reception and workplace and how it impacts all Verizon employees and visitors.
2. Proactively communicate with all key influencers within JLL and Verizon.
3. Liaise with the team and other key stakeholders.
4. Provide written reports and quality data as required.
5. Support the operational 1FM Workplace Experience Survey NPS.
6. Own your operational space to ensure a fantastic Service Journey for customers within your location.
7. Support the look and feel of the welcome area from a housekeeping and cleaning perspective, both internally and externally.
8. Be aware of all projects being undertaken within the portfolio that may impact operational delivery, contract, or Verizon risk.
9. Ensure full statutory and operational compliance is achieved in line with contract KPI’s.
10. Ensure compliance with JLL and Verizon H&S processes and procedures, including internal and external audits.
11. Actively participate and contribute to all team and management meetings.
12. Ensure that customers are given a prompt and efficient service and that expectations are consistently exceeded.
13. Regularly monitor customer feedback and produce an appropriate action plan based on the results.
14. Maintain an effective business relationship with the client by understanding their needs and transferring these into the location.
15. Deliver on promises to the customer, client, and team.
16. Ensure that all agreed service objectives are met in line with client expectations.
17. Be aware of changing needs of customers and adjust the service accordingly in line with global standards.
18. Provide an excellent standard of client service.
19. Support admin and financial tasks as required.
20. Perform any other duties as requested as part of the role.
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