Client Projects Manager in Surrey

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Reporting into: General Manager, Croydon Estate

Contract Type: Fixed Term Contract (12 Months) - Supporting the decommissioning of the Whitgift Shopping Centre and refurbishment of the Centrale Shopping Centre.

Coordination support for client-directed capital projects, including visits, surveys, and enabling works. Relationship management between client, consultants, key stakeholders, and site contractor teams during this period of significant estate transformation.

What this job involves:

As a Client Projects Manager on a fixed-term contract at JLL, you will play a critical role during a transformative phase for the Croydon Estate. You will support the decommissioning of the Whitgift Shopping Centre and the refurbishment of the Centrale Shopping Centre by managing all client-directed works and non-service chargeable projects. This role requires strong project coordination skills, a thorough understanding of health and safety compliance within the scope of facilities management operations (excluding formal CDM duty holder responsibilities). You act as an integrator coordinator with the aim to ensure all the development team works are delivered safely, efficiently, and with minimal disruption to ongoing operations as possible.

What your day-to-day will look like:

• Responsibility for the client and managing agent interface for all client-directed works and non-service chargeable projects related to the decommissioning and refurbishment programmes.
• Ensure all Health & Safety and Environmental statutory requirements and the managing agent's best practice procedures and systems are complied with throughout all project phases, where this does not fall under the scope of CDM activity.
• Assist with the management of, track progress, and report on Estate Client Projects, with a particular focus on decommissioning and refurbishment activities.
• Ensure any documentation, Estate plans, and technical drawings held locally are available for the client as required and maintained accurately throughout the transition period.
• Actively monitor vacant units, recording degradation and dilapidation, with monthly recorded inspections, and proactively recommend remedial actions to the Client where required.
• Facilitate tours of the Estate for the client and/or their representatives, ensuring all Health & Safety best practice procedures and systems are complied with, particularly in active construction and decommissioning zones.

Key Responsibilities:

Note: This role does not hold any formal CDM duty holder responsibilities (Principal Designer, Principal Contractor, Designer, or Contractor duties under CDM Regulations 2015). All CDM compliance activities remain the responsibility of the Client's appointed CDM duty holders. This role provides operational support and liaison only.

• For all client-directed projects, facilitate contractor site Health & Safety inductions in conjunction with the Principal Contractor, and conduct regular operational safety checks to ensure facilities management obligations are met.
• Ensure that all activities within the operational management remit comply with relevant legislation e.g., Fire Regulatory Reform Act, Health & Safety at Work Act, Data Protection Act.
• Liaise with the Client's appointed CDM duty holders to ensure CDM Regulations compliance is maintained by the appropriate parties.
• Facilitate the review of contractors' risk assessments and method statements in coordination with the Client's appointed CDM duty holders and/or Principal Contractor, and ensure appropriate insurance is in place along with issuing permits to work for operational access purposes only.
• Support monitoring activities to ensure ongoing compliance during high-risk decommissioning and construction activities under the direction of the Principal Contractor.
• Engage with the contractors to identify the cause of construction/installation problems and work with all parties to find solutions promptly to maintain project timelines.
• Ensure client and JLL escalation process is followed appropriately.
• Audit, document, and analyse the performance of the project contractors to ensure that they meet the high standards expected during this critical transformation period - escalating any concerns to the project team and client.
• Ensure all works are carried out to minimise business, tenant, and customer impact.
• Working with the development team to ensure adequate signage is in place throughout the project works to clearly define work areas and advise of alternative routes and/or services for both Whitgift and Centrale sites.
• Ensure disruption of facilities and services are limited (where possible) to periods when the business is closed or in coordination with operational schedules.
• Respond promptly to short-term operational problems caused by the projects and assist in their resolution to maintain continuity of service.
• Provide advice and assistance to visiting contractors to ensure they undertake their duties in accordance with all permits to work issued and provide advice on work permit requirements.
• Coordinate all client-directed visits to include booking in of contractors/visitors, and management of any works conflicts across both sites.
• Act as a conduit to ensure smooth information flow between the property management and URW development and special projects teams.
• Day-to-day estate safety tours across both Whitgift and Centrale during decommissioning and refurbishment phases.
• Liaise with owner's representatives and project stakeholders regularly to ensure alignment and effective communication.
• Motivate the contractors to achieve required standards and project milestones.
• Build and maintain excellent working relationships with all stakeholders during this period of significant change.
• Any other duties reasonably requested by the General Manager or the client to support the successful delivery of the decommissioning and refurbishment programmes.

Experience, Knowledge & Qualifications:

• A suitable recognised and certificated Health & Safety qualification with a minimum 3 years' experience in facilities management, preferably within retail or construction project environments and holds a current CSCS Card.
• Experience in supporting construction and decommissioning projects from a facilities management perspective, working alongside formal CDM duty holders.
• Good administrative and IT skills (Word, Excel, and PowerPoint).
• Strong customer relations and interpersonal skills, particularly in managing expectations during disruptive project phases.
• Management of contractors (minimum 3 years), ideally with experience in decommissioning or refurbishment projects.
• Local/Site Knowledge of the Croydon Estate is highly desirable.

Competencies and Attributes:

• Strong organisational skills - ability to multitask and prioritise workload in a dynamic, fast-paced project environment.
• Communication - ability to communicate to all levels of the business effectively, including clients, contractors, tenants, and senior management.
• Good written work - ability to report to management and the Client with clarity on operational and project issues, in a correct and precise manner.
• Ability to work on own initiative, to listen and willingness to learn, adapting quickly to changing project requirements.
• Team player - maintain close working relationships with all other employees of the business to assist in the facilitation of projects during this transformational period.
• Ability to demonstrate utmost discretion when dealing with all sensitive and confidential information related to decommissioning and refurbishment plans.
• Results and achievement orientated to high standards, with a focus on delivering projects safely, on time, and within budget.
• Excellent problem-solving skills with an ability to use initiative and remain calm under pressure during complex project scenarios.

Management Structure:

Managing Agents: JLL is responsible to the Landlord for the general administration, operations, and management of the Estate during this critical transition period. As such, it is concerned with providing high-quality customer service and the safe execution of decommissioning and refurbishment works. Furthermore, it is key to ensure that all project activities comply with statutory requirements and landlord obligations. Whilst the MA can have a coordinating activity role for decommissioning and refurbishment activities and thereby assist the client in fulfilling their duties, it cannot undertake Principal Designer or Principal Contractor roles/duties under CDM.

Teamwork:

The intention is that the site operational team, Property Management team, project teams, and Clients/Owners will operate as a united team to deliver the decommissioning and refurbishment programmes effectively and safely, aimed at maximising Client investment value and ensuring a successful transformation of the estate.

Customer Relations:

The Client Projects Manager will work closely with the General Manager and Operations Manager to respond to all customer and tenant concerns in a timely and efficient manner, particularly those arising from project-related disruptions, and ensure that all situations are given the necessary degree of attention and immediacy to ensure positive rectification of the problem or incident.

Contractors and Suppliers:

The Client Projects Manager will ensure the appropriate management and control of all contract staff and the delivery of service standards within JLL Procurement agreements, particularly during the heightened activity of decommissioning and refurbishment. This role does not assume Principal Designer or Principal Contractor duties under CDM Regulations 2015. The postholder will coordinate with and support the Client's appointed CDM duty holders but will not undertake formal CDM duty holder functions. This role will not enter into any legal agreements with tenants, suppliers, or any third party of any nature.

Tenant Relations:

The Client Projects Manager will work closely with the Management team to foster close and professional relations with all tenants (particularly anchor tenants), customers, and local stakeholders during the transition period, providing assistance whenever necessary to resolve problems, answer queries, and achieve at all times high levels of customer satisfaction despite the challenging project environment.

Procurement, Invoice Coding and Approval:

To support the approval process for project-related invoices and ensure appropriate coding to service charge or project expense codes as required.

Health & Safety and Environmental:

In conjunction with other staff members, to operate the Estate in compliance with all Health & Safety and Environmental legislation and regulations during decommissioning and refurbishment, adhering to procedures laid down and working towards stated targets. To take responsible care for the health & safety of yourself and of other persons who might be affected by your acts or omissions at work, particularly in high-risk project areas. To co-operate with JLL in so far as is necessary to enable JLL to comply fully and at all times with its legal duties regarding health, safety, environmental, and welfare matters. To familiarise yourself with JLL's health, safety, welfare, fire, and environmental arrangements, particularly those specific to construction and decommissioning activities.

Additional Responsibilities:

To assist the clients, letting and other professionals, representatives appointed or representing the Client or Managing Agents in the execution of their transactions and tasks during the project period. This may include amongst others providing plans, communicating data, coordinating site visits (including those for prospective tenants or investors), assessing project impacts, and undertaking any other reasonable tasks deemed necessary by the General Manager or the Clients/Owners from time to time and as required in order to achieve the investment objectives of the Landlord and the successful delivery of the decommissioning and refurbishment programmes. To be a brand (Client, JLL, and the Estate) ambassador within the wider community during this period of transformation.