Workplace Services Support

**JLL empowers you to shape a brighter way**.

**Workplace Services Support**

**Business Unit**:Work Dynamics - Corporate Business

**Title**:Workplace Services Support

**Reporting to: Workplace Services Support Manager**

**Key Stakeholders**:Various client key stakeholders, Client staff, JLL Account Team and Contractors

**Direct Reports**:N/A

**_Overview _**:
The Workplace Services Support (WSS) role at JLL is an exciting opportunity to join our dynamic Workplace team, focusing on delivering exceptional service and experiences on the Atlassian account. This key position involves managing various Workplace programs, supporting Concierge and Facilities offerings, and ensuring the quality control of global programs and processes. It requires meticulous finance management, accurate program reporting, and efficient data processing. The role is instrumental in creating outstanding customer experiences and assisting employees via the Jira Workplace Helpdesk in a professional and friendly manner. Responsibilities also include supporting project programming activities, preparing statistical reports, handling information requests, and providing comprehensive support to the JLL and Atlassian teams to consistently deliver top-tier services.

**Key Responsibilities**:
**_Workplace Services Operations _**:

- Deliver warm, professional, and attentive service to all Atlassian staff and vendors, fostering a customer-focused environment aligned with JLL and Atlassian values.
- Collaborate with internal departments and external vendors to enhance and ensure high-quality customer service.
- Anticipate and proactively support employees’ needs, ensuring a seamless service experience.
- Offer comprehensive virtual support that encompasses general information related to the workplace, as well as various workplace services.
- Assist with financial reporting and budget management relating to various Workplace services.
- Proactively collaborate across teams to support consistent service delivery standards.
- Manage and respond to a high volume of Jira tickets for Workplace services, ensuring adherence to workflows and processes.
- Respond to staff inquiries, including answering Confluence questions and resolving or redirecting as appropriate.
- Perform ad hoc assignments and provide administrative support to ensure seamless, timely service delivery.
- Coordinate with Facilities Teams on basic tasks and tickets, such as lift breakdowns, key replacements, and minor maintenance requests, and escalate any urgent requests accordingly.
- Support data transfer from Jira tickets to JLL ’s Corrigo platform.
- Conduct regular Quality Assurance audits of Workplace requests, programs, and financial reporting.
- Manage various ticket types via the Jira Workplace Service Desk, such as general questions, personal requests, sympathy gifts, digital greeting cards, long service awards, digital vouchers and gifts, off-boarding tickets, transportation requests, Regional Connection Gatherings and others.

**_General Administration & Support _**:

- Exemplify confidence, professionalism, and responsiveness while providing exceptional customer service.
- Anticipate client needs and transform challenges into opportunities, delivering proactive solutions.
- Support onsite teams in maintaining a neat, functional, and safe facility environment in collaboration with facilities management.
- Contribute to operational reporting, effectively communicate risks, and adhere to escalation processes in line with JLL and client policies.
- Propose improvements or innovations for operational systems and processes to enhance efficiency.
- Collect, analyze, and report data to align with client goals and objectives while supporting continuous service improvement and performance excellence.
- Provide support to Concierge and Facilities Management leadership both locally and globally, as needed.
- Contact Security for any risks and act as a floor warden for emergency response, following established incident and emergency procedures.
- Assist in developing standards and tracking service requests, ensuring timely follow-up and resolution while maintaining records of service requests and complaints.
- Support general administrative activities and contribute to the creation of support documentation.
- Collaborate with internal departments and external vendors to ensure quality customer service and work jointly to meet performance goals.
- Perform additional duties as required by JLL and Atlassian.

**Critical Competencies for Success**:
**_Client Focus & Relationship Building _**:

- Adopt a proactive and professional approach to customer service, consistently seeking opportunities to create exceptional experiences for clients and stakeholders.
- Demonstrate strong communication skills, both verbal and written, with fluency in English, facilitating effective interactions across a diverse range of client personnel, including at senior levels.
- Maintain a customer service-