General Manager in Kent

This job is with JLL, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. JLL empowers you to shape a brighter way. Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether you've got deep experience in commercial real estate, skilled trades or technology, or you're looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.

Role Summary

Mill Yard is a new mixed-use campus in central Cambridge comprising of 110,000 sq.ft of flexible office space across three buildings, 70 build-to-rent residential apartments, Green and Community spaces including a creche/nursery alongside a cluster of ground floor retail/food outlets. The building is a 5* NABERS and BREEAM Outstanding. JLL are appointed as Property Manager by the building owner, RAILPEN by way of a Property Management Agreement (PMA) where JLL report directly to the owner's asset management advisor. The GM will work with the JLL Property Management Team to ensure the JLL PMA scope is delivered to the highest possible standard. The GM role will be based at the building and will have key responsibility for delivery of all landlord operations. The GM will be JLL's and the building owners' 'ambassador' and must maintain and promote the property's service delivery and position in the locality as best in class for occupiers to work in. In addition to working alongside the JLL PM Team, the GM will have a close working relationship with RAILPEN's asset management department, as well as senior representatives of the building tenants.

Team Structure

Reporting to the JLL Client Lead and taking direction from the PM Surveying Team, the General Manager will have line management responsibilities for the on-site Community Facilities Coordinator and roles that may be added to the team at a later date. You will work closely in a number of 'virtual teams' within PM including surveying, sustainability, and accounts teams.

Key Responsibilities

• Client Service: Key duties include understanding the Clients' objectives and instructions in relation to the property, assisting in client reporting concerning all on-site operational issues and customer relations, and acting as lead for the client in all matters relating to the operation of the property to establish and enhance brand image.
• Customer Experience: Establish and manage a property strategy with a view to providing a high standard of customer service that enhances the customer experience and develops a property partnership community. Regularly meet with the occupier representatives to fully understand their wants and needs within the property. Manage the on-site service partner teams to ensure optimal customer satisfaction and minimise the downtime when service interruption occurs. Liaise with the Client to undertake periodic customer feedback sessions and respond to occupier feedback with a view to achieving positive outcomes and consistent high levels of customer satisfaction.
• Operations Management: Lead, develop and inspire the on-site Mill Yard Management Team (both directly employed and sub-contracted) to deliver high standards of service at the property. Working with the JLL PM Team ensure the JLL PMA scope is delivered and all SLAs and KPIs are met such that service excellence is delivered throughout all areas of on-site operations. To be responsible for the implementation of agreed best practice in accordance with the JLL PMA and JLL's Facilities Management Best Practice policies in various areas including service charge financial management, information/communications, procurement, operations, repair & maintenance, social & environmental responsible management, customer experience and human resources (training and development).

Ensure high quality health and safety practices are maintained, in accordance with best practice guidelines from central support under the JLL's risk management programme. Ensure all aspects of the JLL PMA, Client's ESG requirements and JLL's 'Socially Responsible Management' programme is implemented in relation to environmental & sustainability policies. 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 in place cover specification as defined within the O&M manual requirements and do not negate warranties/guarantees. Where required, work with appointed professional consultants Building Surveyors/Architects/Designers consultants as well as MEP, VT and Energy consultants. Ensuring the timely and cost-effective completion of reactive and planned maintenance requirements. Have knowledge of all building equipment and ensure maintenance contracts are in place to cover operation and maintenance requirements. Manage properties in accordance with JLL's policies and procedures, ensuring adherence to best practices as outlined on the PAM Process Hub site. Monitor vacant/void properties as per the clients' insurance policy, where applicable. Implement regular inspection programmes in compliance with insurance and regulatory requirements. Assist in submitting insurance claims and obtaining quotes or works as instructed by insurers or loss adjusters as necessary. Ensure properties are ready for sale, handling due diligence inquiries related to facilities for both disposals and lettings.

Required Qualifications, Skills and Experience:

• Excellent customer service skills and a track record of implementing successful customer orientated activities.
• Strong management experience gained within a high-profile Grade A office environment.
• Experience of mobilising a Grade A office building from pre-practical completion to a business-as-usual state.
• Able to collaborate and partner where appropriate with the key stakeholders to deliver a high-class environment reflective of the asset.
• Able to represent the Client's interests at meetings, events and within the LaSalle community.
• Able to demonstrate a strong understanding of building design and base build management.
• A proven track record in managing and motivating on-site operational management teams.
• Experience of managing service charge budgets and major CAPEX projects.
• Strong commercial acumen and understanding of service charge management.
• Strong leadership skills to build a team, effectively manage and motivate the 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: On-site - Cambridge, GBR, Cambridgeshire, GBR

If this job description resonates with you, we encourage you to apply even if you don't meet all of the requirements. We're interested in getting to know you and what you bring to the table!