Asset Experience Manager – Community Deputy

About the Role
 

AsDeputyAsset ExperienceLeadyou provide line management and day-to-day escalation support for your direct reports withinyourAsset ExperienceManagercommunity, working in close partnership with the LeadAsset Experience Managerto 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 experiencedAsset Experience Managers,youwillsupport their professional development whilemaintainingfull accountability for your own portfolio responsibilities. Youwilldeputise for the LeadAsset Experience Managerduring absences and provide senior-level support on complex matters, contributing strategic insight and operationalexpertiseto community decision-making. Your role ensures continuity of leadership andmaintainsservice excellence across all community activities.

Alongside this leadership role, in yourday-to-dayrole asAsset 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 whilemaintainingdirect responsibility for day-to-day property operations,customerrelations, and team leadership.

Key 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 experiencedAsset Experience Managers, supporting their professional development and capability building.

• Deputise for the LeadAsset Experience Managerduring absences, ensuring continuity of leadership and operational delivery.

• Contribute specialisedexpertiseand complementary skills to strengthen the community's overall capability and service delivery.

• Support the LeadAsset Experience Managerinfacilitatingknowledge sharing, implementing best practices, and driving continuous improvement initiatives.

• Participate in community leadership activities whilemaintainingfull accountability for own portfolio responsibilities.

Strategic Client & Asset Management

• Collaboratewith the Royal London asset managerto set the strategy, calling on subject matter experts asrequired.

• Act as main point of contact forRoyal London assetmanager(s)and lead relationships with professionalism and accountability.

• Identifyhow JLL cansupport theclient needs and requirements and discuss withJLL client relationship teamon 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 asrequired.

CustomerManagement & Experience

• The role is envisaged as predominantly site basedwith key focus occupier visibility

• Serve as the primary point of contact for allcustomerenquiries, concerns, and service requests, ensuringtimelyresponse and resolution whilemaintainingpositive relationships.

• Proactivelyidentifyopportunities to improve thecustomerexperience through building amenities,services, and programming.

• Act oncustomerfeedback to create a productive and engaging environment that adds value to their occupancy.

• Work with RLAM CX Strategy Directortoutilise training opportunitiesandadviseAM of CX implementation opportunities

• Feedback allcustomerintelligence to the asset management team.

Financial Management & Service Charges

• Work with JLL Accounts teams on financial accountability, cashflow management, andcustomer/suppliercredit control.

• Providestrategic advice to asset managers oncustomerdebt recovery, with support from Accounts Receivable.

• Prepare and manage service charge budgets and reconciliations according to RICS Professional Standard for Commercial Service Chargesand client KPIs.

• Support supplier payments viaProactisand manage supplier payments processes, including purchase orders and invoice approvals.

• Oversee management of financial trackers, ensuring accuracy including utility recharges,turnoverand commercialisation.

• Respond tocustomerand consultant queries and challengesin a timely manner.

Lease and Legal Management

• Liaise with Data Management team on complex and protracted lease queries

• Provideapplication recommendations to theasset manager. Receive,analysecustomerapplications under the lease, including alienation and alterations.  

• Ensurecustomercompliance with lease covenants, including complicated or contentious perceived breaches

• Resolvecustomermatters affecting valuation

• Liaise withappropriate additionaladvisers asrequired(legal, building surveying etc.) 

• Working with RLAM JLL CentralShared ServicesTeam to ensure strong internal stakeholder relationship for efficiency of work whilst owning output tothe asset managers

Health & Safety and Compliance Management

• Manage risk actions and undertake statutory compliance management.

• Conduct/ ArrangeH&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.

• Assistwith sustainability reporting and compliance requirements.

• Support Asset Sustainability Plans, ESG Databaseand Risk Assessments.

Supplier & Contract Management

• Leadrepresentation atsite levelframework partner meetings, to ensurehigh standardsof 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 andsubmitwritten reports via Vision

• Ensurehigh standardson 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 portfoliosales/purchases 

Insurance 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 ensurequality,efficiency of output and optimise serviceto  stakeholders

• Prospective Technology toolswill include applicationsforAccounting, H&S, Customer Relationship,ESGamongst others. Current prospective toolsmayinclude Yardi,Riskwise, Prism,Deepkiand 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, determiningappropriate escalationpathways, andfacilitatingeffective 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,healthand 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 businessobjectivescombined 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 thatidentifiesgrowth 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