Front of House Team Leader

JLL empowers you to shape a brighter way
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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 peopleand 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.

Reports to: UK Guest Services Manager

Location:

Kings Place, London N1

Hours:

40 hours per week, Monday to Friday (flexibility for occasional out-of-hours events required)

About JLL

JLL supports the Whole You, personally and professionally.

Our people at JLL and JLL Technologies are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry and we support them through professional growth, flexibility, and personalised benefits to manage life in and outside of work.

Whether you’ve got deep experience in commercial real estate, skilled trades, and technology, or you’re looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.

Role Purpose

The Workplace Team Leader is a strategic operational role responsible for leading and developing high-performing team to deliver exceptional workplace experiences at Kings Place, London N1. Working with a high-profile client (Rolls-Royce) where attention to detail and relationship management are key drivers of success, this role combines hands-on leadership with operational excellence. You will ensure all front-of-house and workplace services exceed client expectations while fostering a culture of continuous improvement, employee engagement, and creating an environment for everyone to thrive.

Main Duties

Leadership & People Management

• Lead, inspire, and develop the Front of House / Cleaning team through effective coaching, training, and day-to-day management to consistently deliver first-class customer service
• Conduct regular one-to-ones, performance reviews, and team meetings to support professional development and maintain high team morale
• Manage team schedules, annual leave requests, and absence reporting to ensure adequate coverage at all times
• Foster a positive, inclusive team culture that aligns with JLL values and promotes collaboration
• Set clear objectives for team members that link to wider business strategy
• Act as an escalation point for complex customer service issues, supporting the team in resolving challenges effectively
• Oversee and coordinate with the onsite cleaning team to ensure quality service delivery and adherence to operational standards
• Deputise for the Assistant Facilities Manager during holidays or absences, ensuring seamless operational continuity

Customer Experience Excellence

• Drive and maintain exceptional standards of customer service for all internal and external visitors
• Anticipate client and visitor needs, demonstrating a proactive, solutions-focused approach with meticulous attention to detail
• Build and maintain strong, professional relationships with on-site clients and stakeholders
• Ensure all customer requests are handled efficiently, professionally, and to the highest standard
• Manage the visits diary and provide VIP concierge services, including meet-and-greet duties
• Handle complaints swiftly and professionally, ensuring effective resolution or appropriate escalation
• Proactively seek and review customer feedback, tracking remedial actions through to closure
• Engage confidently with clients and deliver presentations at stakeholder meetings

Meetings & Events Management

• Oversee meeting room bookings, set-up, and coordination for internal and client meetings in accordance with SLAs
• Ensure all meeting rooms, conference spaces, and event areas are prepared to defined standards
• Provide audio-visual and IT support for meetings, conferences, and events
• Coll…