JOB DESCRIPTION TITLE Facilities Coordinator BUSINESS UNIT Integrated Facilities Management REPORTING TO DIRECT REPORT POSITIONS Nil POSITION GOALS To assist in the comprehensive facility, contract and procurement management on the Account. Delivery of services in accordance with the Account Management Agreement Facilities, Critical Environment and Procurement SOW’s, SLA and KPI’s. Support the Senior Facilities Team in the implementation of key initiatives and projects. DUTIES & RESPONSIBILITIES The Helpdesk person must be a team player and work with other members of the team to meet all key performance indicators as set out in the management contract. Helpdesk · Provide 8x5 helpdesk hotline number for logging service requests · Conduct analysis of service requests for improvement · Conduct customer satisfaction survey to show proactive follow-up and satisfactory closure · 100% of requests to be processed immediately if received within business operating hours for the country · Tracking all metrics and complete periodic reports to manage of Action Line performance and indicators at appropriate levels. Risk Management · Assist in the implementation and management of a property risk management program which identifies major property risks including occupational health and safety, fire safety and essential services and environmental. Report any issues or concerns back to Senior Management · Assist in the implementation and monitoring of guidelines and strategies to protect health and safety of staff and others, protect JLL reputation. Report any issues or concerns back to Senior Management · Support the implementation and monitoring of disaster recovery and business continuity plans · Follow established escalation procedures and incident reporting procedures Profitability/ Savings Initiatives: · Assist the Senior Jones Lang LaSalle Account Leadership team with generating operational savings and creating initiatives to improve processes and practices Customer Service / Client Relationships: · Provide superior customer service · Ensure feedback from client sessions is recorded and actioned to the satisfaction of the end user. · Pro-actively manage account expectations ensuring that the service levels are maintained. Reporting: · Provide space planning report per requirement · Provide input as required into the Monthly Report to manager · Active involvement in the monitoring and achieving the required Key Performance Indicators Training: · Actively participate in all planned training activities Leadership / Staff Management: · Actively support an environment that supports teamwork, co-operation & performance excellence within the WPR team KEY PERFORMANCE MEASURES · Ensure the KPI Targets for the Account are met. · Interpersonal skills with a strong client focus. · Ability to work within a budget · Demonstrated initiative · Strong written and oral communication skills. · Ability to solve problems

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