Asset Experience Lead

About the Role

Location: East Grinstead

AsaLeadAsset Experience Managerwithin JLLs Royal London Property Delivery teamyou will coordinate operations across your community ofAsset Experience Managers providing line management diary coordination absence cover arrangements and implementation ofa bespoke supportsystem. 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 LeadAsset Experience Managersacross the otherdistinctcommunities you willfacilitateknowledge sharing promote best practice adoption and drive continuous improvement initiatives. Youare responsible forfostering 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 DeliveryLeadto ensureappropriate resolutionand strategic alignment.

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 operationscustomerrelations and team leadership.

Key Responsibilities

Community Leadership & Team Management

• Provide line management todesignatedAsset Experience Managerswithin 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 withsenior leadershipto 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

Strategic Client & Asset Management

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

• 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 clients 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.

CustomerManagement & Experience

• The role is envisaged as predominantly site basedwithafocusonoccupier 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 amenitiesservices 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 rechargesturnoverand 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.Receiveanalysecustomerapplications under the lease including alienation and alterations.

• Ensurecustomercompliance with lease covenants including complicated or contentious perceived breaches

• Resolvecustomermatters affecting valuation

• Liaise withappropriate additionaladvisers as(legal building surveying etc.)

• Working with RLAM JLL CentralShared ServicesTeam to ensure strong internal stakeholder relationship for efficiency of work whilst owning output toasset 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 clients ESG strategy and JLLs 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.