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About The Role
Location: East Grinstead
As a Asset Experience Lead 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, and implementation of a bespoke support system. You serve as the primary escalation point for complex operational and client issues within your community, ensuring consistency of service delivery and adherence to JLL and client standards.
Working collaboratively with fellow Lead Asset Experience Managers across the other distinct communities, you will facilitate knowledge sharing, promote best practice adoption, and drive continuous improvement initiatives. You are responsible for fostering a high-performance culture within your community through regular communication, performance management, and team development. When issues require escalation beyond community level, you will liaise directly with the Property Delivery Lead to ensure appropriate resolution and strategic alignment.
Alongside this leadership role, in your day-to-day role as Asset Experience Manager, you will serve as both strategic leader and operational expert for complex commercial property portfolios. This comprehensive role combines senior-level client relationship management and strategic oversight with hands-on operational excellence. You will be the primary client relationship owner while maintaining direct responsibility for day-to-day property operations, customer relations, and team leadership.
Key Responsibilities
Community Leadership & Team Management
- Provide line management to designated Asset Experience Managers within the community, including performance reviews, development planning, and career progression support
- Coordinate community operations including diary management, absence cover arrangements, and buddy system implementation
- Serve as primary escalation point for complex operational, client, and team issues within the community
- Facilitate regular community meetings to share knowledge, address challenges, and promote 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 and implement improvement actions where required
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Strategic Client & Asset Management
- Collaborate with the Royal London asset manager to set the strategy, calling on subject matter experts as required.
- Act as main point of contact for Royal London asset manager(s) and lead relationships with professionalism and accountability.
- Identify how JLL can support the client needs and requirements and discuss with JLL client relationship team on how JLL service can be revised and improved.
- Maintain clear grasp of 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 support as required.
Customer Management & Experience
- The role is envisaged as predominantly site based with a focus on occupier visibility
- Serve as the primary point of contact for all customer enquiries, concerns, and service requests, ensuring timely response and resolution while maintaining positive relationships
- Proactively identify opportunities to improve the customer experience through building amenities, services, and programming
- Act on customer feedback to create a productive and engaging environment that adds value to their occupancy
- Work with RLAM CX Strategy Director to utilise training opportunities and advise AM of CX implementation opportunities
- Feedback all customer intelligence to the asset management team.
Financial Management & Service Charges
- Work with JLL Accounts teams on financial accountability, cashflow management, and customer/supplier credit control.
- Provide strategic advice to asset managers on customer debt recovery, with support from Accounts Receivable.
- Prepare and manage service charge budgets and reconciliations according to RICS Professional Standard for Commercial Service Charges and client KPIs.
- Support supplier payments via Proactis and manage supplier payments processes, including purchase orders and invoice approvals.
- Oversee management of financial trackers, ensuring accuracy including utility recharges, turnover and commercialisation.
- Respond to customer and consultant queries and challenges in a timely manner.
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Lease and Legal Management
- Liaise with Data Management team on complex and protracted lease queries
- Provide application recommendations to the asset manager. Receive, analyse customer applications under the lease, including alienation and alterations.
- Ensure customer compliance with lease covenants, including complicated or contentious perceived breaches
- Resolve customer matters affecting valuation
- Liaise with appropriate additional advisers as required (legal, building surveying etc.)
- Working with RLAM JLL Central Shared Services Team to ensure strong internal stakeholder relationship for efficiency of work whilst owning output to asset managers
Health & Safety and Compliance Management
- Manage risk actions and undertake statutory compliance management.
- Conduct / Arrange H&S checks (monthly and voids), including Site Safety Checks/Inspections and Void Management Inspections. Utilising third parties where appropriative (void security)
- Handle Accidents & Incidents reporting and follow-up.
- Manage E-Permits (permits-to-work) system and support ISO14001 compliance requirements.
- Coordinate LRQA audits and compliance activities.
- Ensure compliance with health and safety legislation and implement compliance measures.
ESG and Sustainability
- Support and implement ESG initiatives in alignment with client's ESG strategy and JLL's responsibilities.
- Be aware of industry and legal obligations in relation to ESG.
- Assist with sustainability reporting and compliance requirements.
- Support Asset Sustainability Plans, ESG Database and Risk Assessments.
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