Asset Experience Lead

• 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 

• 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. 

• 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. 

• 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. 

• 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 

• 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. 

• 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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If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements.  We’re interested in getting to know you and what you bring to the table!

At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.

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