Customer Experience Host

JLL empowers you to shape a brighter way.  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.

Job Title:

Customer Experience Host

Location:

(Insert destination)
Reporting to:
Occupier and Customer Manager

Role Description The Customer Experience Host is the face of the destination for customers and occupiers. Responsible for delivering high quality customer service, building meaningful relationships and creating memorable experiences. The Customer Experience Host will work as part of the Occupier and Customer team to establish the (Insertdestination) community and promote social value. Develop a deep understanding of (Insert destination) customer feedback and experience, occupier performance and drive operational excellence.

Key Stakeholders Customers & OccupiersJLL service partners

Destination Teams Hammerson (Client)
Local community - charities, schools, organisations, and non-retail competitive businesses etc.

Key Responsibilities Main

Duties & Responsibilities Personalised proactive customer engagement ensuring a warm welcome to guests at (insert destination)
Delivery of high-quality customer service to customers and retailers

Dealing efficiently with any customer and occupier issues/queries

Proactively communicate with colleagues to ensure that all duties and tasks are fulfilled to the highest standards

Provide accurate information regarding centre retailers, facilities and directions to customers and retailers upon request. Knowledge of the wider city we are operating in.  Communicating with the Occupier and Customer Manager and Marketing team to ensure effective communication for destination events and marketing activity. Onboard new occupiers to the Centre.undefined undefined

Liaising and working with the security, cleaning, and maintenance teams to ensure any issues are flagged, and follow through to resolutionundefined

Build relationships with local charity and community groups. Oversee community events and support the destination in driving Social Value.

Data/ Admin Ownershipundefined Collect data and intel from our customers and occupiers. Ensure accuracy and able to work to deadlines.

Develop a detailed knowledge and become and expert in the software platforms. Able to provide analysis and competently use site systems.

Manage the occupier communication platform. Ensure content is updated regularly and promote sign up Ensure customer website and way finding is accurate and up to date with any destination changes. Oversee occupier customer feedback programmes as appropriate and use the feedback to inform strategy

Effective Communication Handle all queries efficiently but effectively and supply relevant information as required and appropriateundefined

Proactively identify and troubleshoot issues

Complete a handover with colleagues and other stakeholders as required when taking time out of the business and between shiftsundefined

Be aware of relevant legislation to include health & safety and be always security conscious

Own occupier communications, working with all departments and clients to ensure effective communication

Meeting with a range of representatives from each retailer within the scheme from decision-makers to store managers, to gain a confident understanding of their business performance objectives, aspirations and needs…