JLL
Asset Experience Services - Deputy Team Lead
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Asset Experience Services – Deputy Team Lead (Technical Specialism)
About the Role
As Deputy Team Lead for the Asset Experience Services team within JLL’s Royal London Property Delivery operation, you will deliver leadership focused on technical specialism while maintaining hands-on "day job" technical support. This dual-purpose role combines team leadership with direct operational delivery, ensuring strategic oversight and practical expertise in data management, lease administration, financial support, and service charge operations.
You will support the Team Leader in driving service excellence, deputise during absences, and serve as the technical expert for the Asset Experience Services team. Your role enables Asset Experience Managers to deliver best-in-class occupier service while maintaining operational efficiency and accuracy across the Royal London portfolio.
Reporting Structure
Reports to the Asset Experience Services Team Leader, with collaborative relationships with:
- Asset Experience Managers
- Deputy Team Lead (Operational Specialism)
Key Responsibilities
Leadership & Team Management
- Support the Team Leader in line management of technical specialists, including coaching, performance feedback, and development planning.
- Serve as deputy to the Team Leader, assuming full leadership responsibilities during absences, in conjunction with the Deputy Team Lead (Operational Specialism).
- Act as technical lead and escalation point for complex matters, including:
- Lease interpretation
- Service charge challenges
- Data accuracy issues
- Facilitate knowledge sharing within the team, promoting best practice adoption and consistency of approach.
- Monitor quality of technical outputs, including:
- Data accuracy
- Lease administration
- Financial tracking
- Service charge calculations
- Support team members with:
- Technical problem-solving
- Quality control
- Professional development
- Coordinate resource allocation and workload distribution across technical specialists to ensure balanced capacity and timely delivery.
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Other duties are outlined in the document entitled “RL JD Asset Experience Central Service – Technical team member”.
Skills & Qualifications
Technical Knowledge
- Proven experience in:
- Property management
- Lease administration
- Service charge management
- Financial support functions
- Expert knowledge of:
- RICS Professional Standards for Commercial Service Charges
- Lease interpretation
- Strong understanding of:
- Commercial property documentation and terminology
- Legal frameworks governing property management
- Experience with:
- Property management software platforms (e.g., Yardi, Prism)
- Microsoft Office (with proficiency in Excel, Word, Outlook)
- Experience in:
- Team leadership
- Mentoring or coaching of surveying professionals
- Ability to:
- Interpret complex lease covenants
- Analyze service charge provisions
- Address occupier applications
- Knowledge of:
- Property transactions
- Due diligence processes
- Transitions management
- Skills in:
- Data analysis and reporting
- Quality control processes
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Personal Attributes
- Strong leadership presence, inspiring and supporting technical specialists while maintaining hands-on delivery.
- Ability to balance dual responsibilities of team leadership and operational delivery effectively.
- Proactive approach to anticipating team and client needs, resolving issues before escalation.
- Exceptional attention to detail, especially regarding:
- Data accuracy
- Financial calculations
- Lease compliance
- Clear written and verbal communication skills, explaining complex technical matters accessibly.
- Collaborative team player who fosters a positive team culture.
- Adaptability to changing priorities and workload fluctuations, managing multiple deadlines effectively.
- Customer service mindset when dealing with internal and external stakeholders.
- Problem-solving approach, along with a willingness to learn and develop new skills.
- Accountability for the quality of both own work and team outputs.
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