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Lead Asset Experience Manager
JLL empowers you to shape a brighter world. 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 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.
About the Role
Location: Peterborough (On-site – Londres currently staffing subgroup)
As a Lead Asset Experience Manager, within JLL’s Royal London Property Delivery team, you will coordinate operations across your community of Asset Experience Managers, providing:
- Line management
- Diary coordination
- Absence cover arrangements
- Implementation of a bespoke support system
You will act as the primary escalation point for complex operational and client issues, ensuring consistency of service delivery and adherence to JLL’s and client's standards.
Key Responsibilities
Community Leadership & Team Management
- Provide line management for designated Asset Experience Managers, including performance reviews, development planning, and support for career progression.
- Coordinate community operations, including diary management, absence cover arrangements and implementation of a buddy system.
- Serve as the primary escalation point for complex operational, client, and team issues within your community.
- Facilitate regular community meetings to share knowledge, tackle challenges, and champion best practice adoption.
- Collaborate with senior leadership to drive consistency, share learning and escalate systemic issues to the Property Delivery Lead.
- Foster a high-performance culture through effective communication, recognition, and team development initiatives.
- Monitor community performance metrics to implement improvement actions as required.
Strategic Client & Asset Management
- Collaborate with the Royal London asset manager to set strategy, engaging subject matter experts where required.
- Serve as the main point of contact for Royal London’s asset manager(s) while leading relationships with professionalism and accountability.
- Help JLL understand client needs and requirements and discuss how to revise and improve JLL services.
- Maintain a clear grasp of the client’s asset/portfolio strategy, drivers/values and articulate these to the wider team.
- Support emergency planning, business continuity testing and monitoring with emergency management, where required.
Customer Management & Experience
- Serve primarily as an on-site point of contact for customer enquiries, concerns, and service requests, ensuring timely response, resolution, and positive relationships.
- Proactively identify opportunities to enhance customer experience through amenities, services, and programming by acting on customer feedback.
- Work with the Royal London Asset Management CX Strategy Director to utilise training opportunities and advise Asset Managers of CX implementation.
- Feed all customer intelligence back to the asset management team.
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Financial Management & Service Charges
- Collaborate with JLL Accounts teams on financial accountability, cash flow management, supplier credit control and support for customer/supplier credit control.
- Provide strategic advice on customer debt recovery with support from the Accounts Receivable team.
- Prepare and manage service charge budgets and reconciliations according to RICS Professional Standards for Commercial Service Charges and client KPIs.
- Support supplier payments via Proactis and manage supplier payment processes, including purchase orders and invoice approvals.
- Oversee financial tracking including utility recharges, turnover and commercialisation to ensure accuracy and compliance.
- Respond to customer and consultant queries with timely resolutions.
Lease and Legal Management
- Liaise with the Data Management team on complex and protracted lease queries.
- Provide application recommendations to the asset manager.
- Analyse and handle complex customer applications (under lease conditions) including alienation and alterations.
- Ensure customer compliance with lease covenants, including handling complicated or contentious breaches.
- Resolve customer matters affecting valuation.
- Liaise with necessary external advisors (legal, building surveying etc.) where required.
- Work with RLAM’s JLL Central Shared Services Team to strengthen internal stakeholder relationships whilst maintaining responsibility and accountability of deliverables to the asset managers.
Health & Safety and Compliance Management
- Manage risk actions and undertake statutory compliance management.
- Conduct or coordinate health & safety (H&S) checks (monthly, for voids), including Site Safety Checks/Inspections and Void Management Inspections.
- Engage third parties, where appropriate for void security, and handle accidents and incidents reporting and follow-up.
- Manage E-Permits system and support ISO14001 compliance requirements.
- Coordinate LRQA audits and compliance activities.
- Ensure compliance with health and safety legislation while implementing any necessary measures.
ESG and Sustainability Support
- Support and implement ESG initiatives aligning with client’s ESG strategy and JLL’s responsibilities.
- Stay informed about industry and legal obligations related to sustainability and ESG.
- Assist with sustainability reporting and compliance.
- Support asset sustainability plans, ESG databases and risk assessments.
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About JLL
JLL is one of the world’s leading commercial real estate and investment management firms. Founded over 200 years ago, our global team of over 100,000 professionals is harmonising the world’s most complex real estate challenges by using technology, data, and industry specialist knowledge to solve them.
We believe that the greatest opportunities in our industry belong to those who dare to imagine unusual possibilities. Whether shaping public spaces, reinventing urban environments, or making commercial property more sustainable, we empower our people to pioneer transformation across the built environment and drive impact globally. Together we strive to build a brighter world.
At JLL, we are committed to equality and inclusivity. We foster environments where everyone belongs, feels valued and is supported to achieve their full potential. We emphasise justice at work, no matter where it intersects with change in the real estate world — so that herizoza everyone belongs. Learn more about JLL’s workforce diversity, equity and inclusion initiatives.
JLL is an Equal Opportunity Employer and is committed to working with, and providing reasonable accommodations to, individuals with disabilities. If you require an accommodation due to a disability to apply for a position, please contact us at HRSCLeaves@jll.com.
JLL Employment Policy: By clicking on the ‘Apply’ button you will be deemed to have read and accepted JLL’s Career Private Notice and Future Jobs Notice.
This message contains the careers private notice about JLL’s Non-Retail Recruitment Requirement Notice 2018, Cookie Notice, Subsidiary Relationship Notice, Data Subject Information Notice and General Privacy Notice. By clicking on the ‘Apply’ button you are giving your consent that JLL will process your personal data in relation to a non-retail recruitment process.
If you wish to exercise your rights in relation to the processing of your personal data, please read the options available to you in the Candidate Privacy Statement: Candidate Privacy Statement. You can further read on how JLL processes your data by visiting our Candidate Privacy Notice: Candidate Privacy Notice.
For further information, visit our careers site: jll.com/careers.
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