Asset Experience Manager – Community Deputy

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.
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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 (w