Asset Experience Manager – Community Deputy

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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 to 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

As   Deputy   Asset Experience   Lead   you provide line management and day-to-day escalation support for your direct reports within   your   Asset Experience   Manager   community, working in close partnership with the Lead   Asset Experience Manager   to ensure seamless operational delivery. You bring specialised complementary skills and experience that strengthen the community's overall capability and resilience. Acting as a senior advisor and mentor to less experienced   Asset Experience Manager s,   you   will   support their professional development while   maintaining   full accountability for your own portfolio responsibilities. You   will   deputise for the Lead   Asset Experience Manager   during absences and provide senior-level support on complex matters, contributing strategic insight and operational   expertise   to community decision-making. Your role ensures continuity of leadership and   maintains   service excellence across all community activities.

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 .

K ey Responsibilities

Community Support & Development

- Provide line management and day-to-day escalation support for designated direct reports within the community .

- Act as senior advisor and mentor to less experienced   Asset Experience Manager s , supporting their professional development and capability building .

- Deputise for the Lead   Asset Experience Manager   during absences, ensuring continuity of leadership and operational delivery .

- Contribute speciali s ed   expertise   and complementary skills to strengthen the community's overall capability and service delivery .

- Support the Lead   Asset Experience Manager   in   facilitating   knowledge sharing, implementing best practices, and driving continuous improvement initiatives .

- Participate in community leadership activities while   maintaining   full accountability for own portfolio responsibilities .

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 a sset   m anager ( 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 key focus occupier visibility

- Serve as the primary point of contact for all   customer   e nquiries, 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 .

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   the 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 .

Supplier & Contract Management

- Lead   representation at   site level   framework partner meetings, to ensure   high standards   of service delivery .

- Responsibility for scope of services and contract variation initiatives, in conjunction with Costs Manager , Soft Services Manager and Technical Services Manager

- Implement works associated with PPM (Planned Preventative Maintenance) report, including PPM Statutory & Regulatory projects .

- Handle reactive works and fabric maintenance issues .

- Manage quotes and work orders within designated authority levels .

- Supervise projects and works activities, including management of risk and method statements .

Property Operations and Inspections

- Conduct regular property inspections in line with client and JLL KPIs and   submit   written reports via Vision

- Ensure   high standards   on all managed sites, flagging areas for growth and improvement

- Support property presentation standards across managed sites

- Coordinate void management activities with central support teams

Transactions and Transitions

- Handle property transitions, due diligence, and support disposals and acquisition processes

- Support letting agents, solicitors and other third parties with queries

- Lead transitions meetings (with Transitions team for SC properties)

- Maintain overall accountability for Readiness for Sale packs, prepared by central surveying function

- Participate in portfolio sales/purchases

I nsurance Management

- Handle on-site activities such as accident book records and CCTV provision

- Review and supply contracts and gather information for central insurance team

- Implement insurer's requirements, including improvements and repair/maintenance

- Ensure claims are settled and funds applied to any insurance works completed

Technology

- Utilise available tools to ensure   quality,   efficiency of output and optimise service   to  stakeholders

- Prospective Technology to ols   will include applications   for   Accounting, H&S, Customer Relationship ,   ESG   amongst others .    Current prospective tools   may   include Yardi,   Riskwise , Prism,   Deepki   and Workflow systems but may change with tech investments

Skills & Qualifications

Technical Knowledge

- Proven experience in line management, performance management, and coaching/mentoring of property professionals across varying experience levels .

- Ability to lead and embed operational changes, new processes, and cultural initiatives within teams .

- Experience working across multiple teams or communities to drive consistency, share knowledge, and implement best practices .

- Strong judgment in assessing complex issues, determining   appropriate escalation   pathways, and   facilitating   effective resolution .

- Expert knowledge of commercial property management across diverse asset types and comprehensive understanding of building systems, maintenance planning, and facility management

- Strategic portfolio planning and optimisation capabilities with comprehensive understanding of risk management in property contexts

- Expert-level knowledge of RICS standards with ability to interpret and apply to complex situations

- Comprehensive understanding of regulatory frameworks, compliance governance,   health   and safety legislation

- Knowledge of sustainability standards, ESG strategy implementation, and reporting requirements

- Familiarity with property management technologies, reporting systems, and relevant property legislation

Personal Attributes

- Ability to inspire, motivate, and develop high-performing teams while fostering a collaborative and supportive community culture .

- Strong interpersonal and communication skills to effectively manage upward, downward, and peer-to-peer relationships .

- Capability to appropriately delegate responsibilities while empowering team members to develop and excel .

- High degree of self-awareness and empathy to understand team dynamics, manage conflicts, and build trusted relationships

- Capacity to balance portfolio responsibilities with leadership duties and respond effectively to shifting priorities

- Strategic vision that aligns team activities with business   objectives   combined with strong organisational abilities and exceptional attention to detail

- Decisive leadership when making complex decisions with collaborative working style that builds effective relationships

- Client intimacy that builds trusted advisor relationships with client-focused mindset that prioritises service excellence

- Entrepreneurial mindset that   identifies   growth opportunities with problem-solving approach to operational challenges

- Accountability for performance and business outcomes with professional integrity in all business dealings

- Inspirational leadership that motivates high performance with resilience under pressure

- Commercial acumen that balances service quality with profitability

Location:

On-site –London, GBR

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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