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JLL is pleased to present an exceptional opportunity for an experienced Estates Director to join our team and lead the strategic management of a prestigious mixed-use development in the heart of Westminster, London SW1. This exciting role offers the chance to oversee a dynamic portfolio that seamlessly blends premium retail spaces with modern commercial office facilities, positioned in one of London's most sought-after business districts. As Estates Director, you will play a pivotal role in maximizing the potential of this landmark development while delivering exceptional service to our diverse tenant community and stakeholders.

TEAM STRUCTURE

Reporting to the Senior Estates Director, the Estates Director has line management responsibilities for the on-site FM team and will be the representative for specified key client/occupier issues. The Estates Director will work in a number of “virtual teams” with the client focussed teams of Asset and Property Managers, Surveying Executives and Client Accountants.

KEY RESPONSIBILITIES AND DELIVERABLES

Client Service

To understand the Client’s objectives and instructions in relation to the property and build a close working relationship with them

To assist in Client reporting concerning on-site operational issues and customer relations

Act as lead for the client in all matters relating to service operations at the property to establish and enhance the profile of the building

Customer Service

Collaborate closely with the Residential Managing Agent and it’s representatives in relation to residential aspects

Engage with all occupiers within the property to ensure an excellent standard of customer service that enhances the customer experience and develops a sense of community across the estate

Operational Management

Lead, develop and inspire the on-site team (both directly employed and sub-contracted) to deliver high standards of service across the estate and to ensure KPIs are adhered to

Manage direct reports effectively, delegating tasks as appropriate

Implement and manage agreed JLL best practice policies in the following areas: service charge financial management, client and occupier communications, procurement of services, operational management, repair & maintenance, workplace risk and resilience management, sustainability and social governance practices

Understand the principal terms of occupier’s leases (hotel, residential & commercial) as they affect the operational management of the estate and the client’s obligations to provide services, including clarity on the extent of the common areas

Maintain high quality health and safety practices, in accordance with best practice guidelines  from JLL’s workplace risk management programme and the Client Group FM Director

Work to ensure client’s business goals and initiatives are fulfilled and voids minimised

Take ownership of and fully resolve operational issues in a timely manner – including physical standards and procedures, occupier queries or complaints and any event that may affect the normal operation of the estate for the benefit of its customers

Customer Engagement

Undertake annual Occupier Surveys (or more frequently as required) and respond to occupier feedback in order to achieve positive outcomes, frictionless channels of communication and exemplary customer satisfaction

Hold regular meetings and engagement forums with all occupiers to further develop relationships and occupier satisfaction

Develop an ambassadorial role in local industry business groups, Local Authority and community/civic stakeholder meetings including representing the property at local BIDs meetings and any other relevant association meetings

Financial Management

In conjunction with the surveying team, provide accurate financial management of the service charge, through the preparation of service charge budgets, the monitoring of agreed budgets to pre-defined cash limits, quarterly variance reporting and annual service charge reconciliation

Ensure that the procurement of all supplies and services at the property is undertaken in accordance with JLL’s MS procurement policy to ensure the highest standards for the best value.  This will include the use of accredited service partners only and JLL’s purchase ordering system

Monitor contractor performance against agreed standards and review service contracts as appropriate

General Management

Inform the Property Manager of any occupier matters that may influence valuation / investment considerations including assistance in monitoring Tenant’s compliance with covenants

Ensure reactive maintenance and day-to-day service requirements are undertaken in a timely and cost-effective manner

Be familiar with all heating, ventilating, mechanical and electrical equipment at the property and have a sound understanding of the purpose and general working of such equipment  Ensure maintenance contracts are in place that cover O&M manual requirements and no not negate warranties/guarantees

Where required, work with building surveyors/architects/consultants on major work projects and arrange minor planned works

Maintain, test and implement major incident plans to cover all emergencies

Monitor vacant/void property in accordance with the client’s insurance policy

Ensure that adequate provision is made for out of hours and emergency cover

Key Skills 

Strong management experience gained within a high profile commercial environment

A proven track record in managing on-site operational management teams, in terms of direct reports and third-party service partners

Ability to demonstrate a good working knowledge of M&E plant & equipment

Proven ability in providing excellent customer service

Experience of managing service charge budgets and major CAPEX projects

Strong commercial acumen

Strong leadership skills to effectively manage and motivate a team to achieve a high level of performance and to exceed targets

Accountable and resilient

Ability to work under pressure

Demonstrate ability to support change related initiatives and to determine what expertise and resources are required to resolve problems quickly and efficiently

Ability to communicate at board room level and contribute to identification and evaluation of potential solutions to the problems based on the facts, assessment of risk and awareness of desired business objectives.

Location:

If this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements.  We’re interested in getting to know you and what you bring to the table! If you require any changes to the application process, please email EMEATA@jll.com or call +44 (0)20 7493 4933 to contact one of our team members to discuss how to best support you throughout the process. Please note, the contact details provided are to discuss or request for adjustments to be made to the hiring process.   Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.

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