JLL & BeWonder*
The Ealing Vision
Thank you for taking the time to apply for the appointment of Community Director – Ealing. The Community Director, will be responsible for a multiple office development owned by Aviva and managed by JLL & BeWonder*, located in West London with excellent links to Central London. Aviva seek to operate as the “Landlord of Choice”, putting the occupier at the very heart of their asset and estate strategy and investing in targeted areas highlighted as of strategic importance. As such they own three key multi-tenanted office assets in Ealing: Gateway, Aurora and Cross. The cluster of large multi-tenanted office assets offer flexible and modern accommodation to a diverse group of occupiers. Ealing is a hub for redevelopment with a number of residential, commercial, neighbourhood and community regeneration schemes already underway. The area also benefits from high speed transport connections to Central London of which will be further enhanced with the construction of Crossrail as well as motorway and local transport links. Owing to a desire to create places symonomus with exceeding expectations of operational management and service, Aviva and JLL are seeking to appoint a newly created Community Director, who will have oversight for all three buildings ensuring the very best operational running, teamed with outstanding occupier relationships of which of the Community Director will instil within the dedicated team. The Community Director will be an ambassador for the Ealing Cluster; leading, mentoring and managing a core team of customer service and operational management professionals. Seeking to a set new standard of customer service within commercial property market.
This is an excellent opportunity for individual with a passion for customer service to join the Property market with a desire to push the exceptions of service within the built environment.
JLL is a financial and professional services firm specialising in real estate services and investment management. They have more than 70,000 people in more than 1,000 locations in 80 countries serving the local, regional and global real estate needs of their clients. JLL is an acknowledged industry specialist in Property and Asset Management for property investors.
Bewonder, a division of JLL, are an experience driven marketing agency, united in a relentless focus on best-in-class creativity and hard-hitting commercial activity that influences people. A diverse team of marketing experts who do things differently. United by a relentless focus on best-in-class creativity and hard-hitting commercial activity that influences people. Bewonder provide a range of solutions to clients including Brand Design and Management, Community Engagement and Management, Digital and Social Media, Placemaking, Event Management and Customer Experience. Instinct is Bewonder’s newly created Customer Experience Division. The Instinct service offer blends JLL’s expertise in property management
with the creativity and experiential capabilities of Bewonder*.
Recognising that people make places, Bewonder’s unique approach to delivering experience-focused property management majors on understanding and influencing human behaviour and the psychology that underpins how they experience their environments.
JLL/Bewonder have been awarded the management of three major office assets in Ealing. Previously managed separately, Aviva and JLL have created the Ealing.Works concept which puts people and partners at the very heart of all three buildings.” Vision realised through an entrepreneurial approach and true partnership. Our strategic approach is driven by Aviva’s overarching Vision to be the UK’s ‘Landlord of Choice’. Bewonder* have been instructed to help Aviva to define the key attributes and behaviours required by Aviva and their service partners in order to bring this ambition to life through the service experience that customers receive. Honed by our experience, sharpened by human insight. Our strategy“Instinct” is rooted in the foundations that “people make spaces” That’s why our approach has a people focused, instinctive experience first mindset which sets us apart from the rest.
We seek to understand first and act second. So expert analysis of qualitative and quantitative data leads our decision making. Our experience guides us, but our interpretation of smart data means we have our finger on the pulse when it comes to what people really want, now and in the future. Our instinctive services are based on a three phase approach to delivering the foundations of, and enhancements to, the customer experience.
1.Firstly discovering the existing approach to experience through extensive consultation and analysis.
2.Designing strategic solutions to unique challenges
3.Implementing a shift in behavior to deliver measurable results.
The Ealing Works Community Purpose
Ealing is a vibrant town with a bright future. Well-connected with a range of Tube and Overground stations to choose from, the town is soon to benefit from the opening of Crossrail.
The council has supported the creation of three business investment districts demonstrating a real commitment to enhancing visitor and resident experience.
Recent private investment is enhancing Ealing’s future further, through the refurbishment of The Broadway Shopping Centre and the development of a new mixed-use scheme – Dickens Yard. Ealing Filmworks is due for completion in 2020, which will bring to the area a further 200 contemporary homes, a cinema and leisure complex. Ealing has a strong line up of national retailers but also has an array of independent retailers giving it authenticity. With the rise of the ethical sector, Ealing is well placed with an array of charity shops supporting the circular economy.
Ealing Works comprises 3 main building dedicated to the people within them: Aurora, Ealing Gateway and Ealing Cross.
Identifying Customer Needs
Ealing Works Community Purpose
Establishing a vibrant pro- gramme of activities designed to enrich customer wellbeing and create lasting connections with the local community.
Activities & Events
The building comprises 5.683.9 sq. ft of Grade A contemporary and design-led office space and sits right at the epicentre of Ealing’s business direct.
Aurora is named after the Roman goddess of dawn. The reason? A lightwell that runs from the ground floor to the roof, flooding every floor with glorious natural light.
Less than seven miles from London’s West End is a cosmopolitan suburb that’s fast emerging as one of the capital’s most sought-after locations to live, work and play in.
Ealing’s most modern building is also one of the most energy efficient. A 135,000sq ft Grade A office as you might expect, the look and feel is wonderfully light, bright and spacious. It’s little wonder then that the space is almost all let.
The accommodation is situated on the top floor of a modern office building, including 2 terraces and has been fully refurbished to a high specification.
Ealing Gateway is centrally located on the Uxbridge Road in the heart of Ealing.
As Community Director, you will be responsible for the overall performance and operational management of three significant office buildings, championing occupier relationships and tasked with creating a culture of community, where visitors enjoy a memorable and positive experience. With a natural affinity to customer service, the successful candidate must be able to demonstrate where they have managed multiple stakeholders in a complex environment. In addition, you will have the ability to manage large teams of specialists, while acting as an Ambassador for not only the Buildings but for the occupants, local community and owner. With ambition to exceed industry service norms and expectations, the Community Director will be responsible for engaging with occupiers, gaining feedback for improvement and implement a progressive service strategy which will be adopted by the dedicated on site team. The appointed will likely have experience of working within the hospitality or leisure sector and be able to demonstrate how they have driven the customer experience through various initiatives and team performance. A basic understanding of operational real estate/workplace is desirable. If you have experience of managing the operations of a highly customer focussed organisation or destination, we would be interested in hearing from you.
The Community Director will ensure delivery of the above by working closely with:
• Community Manager – will develop and deliver a community strategy for the cluster. This strategy will support the development of initiatives designed to create connections between occupiers and the local community whilst elevating the experience within JLL’s managed buildings. • Community Services Manager – primary focus and interface will be with service partners and focus on their performance as well as the effective day-to-day operation of the buildings. Working along-side the Customer Experience Manager and Community Manager to deliver outstanding experiences to Aviva customers. • Customer Experience Manager - responsible for fostering customer loyalty by improving the experiences customers have with the spaces under (managing agent) management. The goal is to increase customer satisfaction. They will act as the Customer Experience coach for their portfolio, monitoring the health of where (managing agent) are and driving the change of the future. They will do this by working alongside the Head of Cluster in formulating and delivering a customer experience strategy for the cluster.
• Have strategic oversight of the seamless delivery of Community Director services, ensuring effective delivery against agreed KPI’s; • Oversee the management of all customer feedback in accordance with a specific voice of the customer strategy; • Responsibility for budget setting, financial plans and control expenditure with final sign-off on all; • Ensure that elevated employee and customer experiences are at the heart of everything that happens across the Ealing. works, through a relentless commitment (but not limited) to: • An effective customer helpdesk that provides proactive and helpful communication to occupier customers
• Report to Surveyors in accordance with an agreed procedure, and Aviva Client Lead FM, in ensuring they are kept informed on matters relating to standards of facilities management. • Assist in the submission of insurance claims relating to incidents on site and manage the obtaining of quotes and/or works at site as instructed by the insurers or loss adjusters. • Look at way to use technology to manage efficiencies and support in the delivery of the community strategy. • To work in accordance with established procedures in connection with JLLs out of hours cover and emergencies. • Specialise in CX as an industry and keep current on the activities and needs of CX by attending regular meetings, conferences, and seminars.
• Ensure compliance with health and safety and other statutory regulations and JLL policy
For further information or to make an application please contact Matthew Evans of The Management Recruitment Group.
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