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Asset Experience Deputy Lead
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 Managers, 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.
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 experienced Asset Experience Managers, supporting their professional development and capability building.
- Deputise for the Lead Asset Experience Manager during absences, ensuring continuity of leadership and operational delivery.
- Contribute specialised 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 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.
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 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.
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
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 ensure qua