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Our people at JLL are shaping the future of real estate for a better world 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 to find a place where they belong. Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.
General Manager – 150 Holborn, London
We are seeking an exceptional and highly motivated General Manager to lead operations at the prestigious 150 Holborn, a landmark commercial property located next to Chancery Lane Tube Station, London. This modern building has a unique design as well as a significant Proptech and innovation within it, it offers a contemporary look and feel for its occupants.
150 Holborn is a “best in class” office building, comprising of a large atrium with a dramatic floating staircase within it. The building provides approximately 185,000 sq ft of prime multi-tenant workspace. The building boasts an array of state-of-the-art amenities, including a occupier restaurant, a coffee/barista open to the public at reception as well as a spacious rooftop terrace with panoramic views across the London skyline. Collaborative spaces and meeting suites can be found on the first floor, as well as a range of break out space throughout the building. Its strategic location offers excellent connectivity to Farringdon Station as well as City Thameslink only a few minutes’ walk away.
As the General Manager, you will be instrumental in maintaining the property’s esteemed reputation, ensuring that all operations and customer services align with the highest standards of excellence in this high-profile commercial setting. You will act as a key ambassador for JLL and the building owners, fostering strong relationships with tenants and promoting 150 Holborn’s position as a premier working destination.
OBJECTIVE OF ROLE
The General Manager (GM) is the primary responsible person for delivering all operations and customer related services to the building and its occupants and through the on-site team will be responsible for ensuring that facilities services accord with the best practice standards as defined. The GM will be JLL’s and the building owners’ ‘Ambassador’ and maintain and promote the property’s position in the locality as best in class for occupiers to work in. The GM will have a close working relationship with senior representatives of the building tenants and the building Owners representatives. Including but not limited to the building operations team and IT team.
TEAM STRUCTURE
The GM has management responsibilities for the on-site service partners and will be the representative for specified key client/occupier issues. The GM will work in several “virtual teams” with the client focussed teams of Asset and Property Managers, Surveying Executives and Client Accountants.
KEY RESPONSIBILITIES AND DELIVERABLES
Client Service
- To understand the Client’s objective and instructions in relation to the property. Including but not limited to the property’s technology platforms or Proptech.
- To assist in Client reporting concerning all on-site rational issues and customer relations.
- Act as lead for the client in all matters relating to the operation at the property to establish and enhance brand image.
- To ensure services within scope are delivered effectively and timely and that out of scope works are challenged and charged appropriately.
Customer Experience
- Establish and manage a property strategy with a view to providing a high standard of customer service that enhances the customer experience and develops a property partnership community.
- Meet with the occupier representatives to fully understand their wants and needs within the property.
- Manage the on-site services teams to ensure optimal customer satisfaction and minimise the downtime when service interruption occurs.
- Undertake annual Occupier Surveys (or more frequently as required) and respond to occupier feedback with a view to achieving positive outcomes and consistent prominent levels of customer satisfaction.
Operations Management
- Lead, develop and inspire the on-site FM service partners to deliver high standards of service at the property.
- Ensure KPIs are met, and service excellence is delivered throughout all areas of on-site operations.
- To be responsible for the implementation of agreed best practice in accordance with JLL’s Facilities Management Best Practice policies in the following areas: service charge financial management, information/communications, procurement, operations, repair & maintenance, social & environmental responsible management, customer experience and human resources (training and development) ensuring: standard systems and procedures
- customer service delivery
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