Operations Assistant in Croydon

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Reporting to: Operations Manager - Croydon Estate

Responsible for: Supporting the General Manager and Operations Manager in delivering the operational management for the Croydon Estate and to improve the potential of the retail centre with a clear focus on ensuring asset performance, through the delivery of H&S, service partner management and budgetary control.

Primary Purpose: As an Operations Assistant at JLL, you'll be at the forefront of our innovative approach to shopping centre management. You'll support our team in delivering top-notch operational initiatives, ensuring smooth day-to-day functions, and contributing to the overall success of our vibrant retail environments. This role requires a keen eye for detail, strong organizational skills, and a passion for customer service.

Key Objectives:

• Assist in implementing and maintaining operational procedures across the shopping centre
• Support regular centre inspections and liaise with retailers to address and resolve issues promptly
• Help manage service charge budgets and contribute to financial reporting processes
• Coordinate with contractors and vendors to ensure service delivery meets JLL's high standards
• Contribute to sustainability initiatives and help implement energy-efficient practices in the centre
• Assist in organizing and conducting safety drills and emergency preparedness activities
• Support the team in creating and maintaining centre management documentation and reports

Key Responsibilities:

• Deputise for the Operations Manager in their absence.
• Assume the role of Duty Manager when required.
• Oversee and support delivery of all operational and facilities management for the asset.
• Ensure that all insurers’ requirements are always complied with.
• Liaise with JLL’s wider IFM team.
• Assist in the preparation and delivery of operational reports as required.
• Further develop and ensure compliance with the Centres emergency planning and business continuity plan, reviewing and updating as necessary to ensure optimum effectiveness.
• Support the team in scenario-based training to continuously improve Emergency Preparedness.
• Assist in ensuring the Occupiers Handbook is updated and issued as required.
• Liaise with all new tenants and oversee the provision of health and safety and operational induction during shop fit period and/or within the first week of their arrival.
• Assist and, in some circumstances, lead the co-ordination of Landlord’s major works.
• Ensure compliance with the managing agent’s Working Practices Manual where applicable.
• Oversee all accident and incident reporting, including insurance and statutory forms and procedures.
• Motivate the contractors to achieve required standards.
• Assist Managing Agent in any shop fit plan approvals.
• Liaise with owner’s representatives when required.
• Tenant liaison – foster good relationships and regular communication with tenants.
• Any other duties reasonably requested by the General Manager.

Experience, Knowledge & Qualifications:

• Strong organizational and time management skills
• Excellent communication abilities, both written and verbal
• Proficiency in Microsoft Office Suite
• Detail-oriented with a keen eye for problem-solving
• Ability to work effectively in a fast-paced retail environment
• Customer-service oriented with a positive attitude
• Ideally prior experience in retail or shopping centre management
• Knowledge of retail operations and tenant relations
• Familiarity with sustainability practices in retail environments
• Experience with property management software
• IOSH Managing Safely certification or equivalent
• Understanding of health and safety regulations in public spaces

Management Structure Managing Agents: JLL is responsible to the Landlord for the general administration, operations, and management of the Estate. As such it is concerned with providing high-quality customer service and the maintenance/management of common areas, the services and facilities. Furthermore, it is key to ensure that tenants fulfil their covenants and obligations in line with their individual lease and the Shopping Estate Regulations. In addition, the Managing Agent is responsible for administering service charge accounts at the Estate and oversees and manages on site employees.

Teamwork: The intention is that the site operational team, Property Management team and Clients / Owners will operate as a united team to operate the Estate as an effective trading proposition and a profitable business aimed at maximising Client investment income.

Customer Relations: The Operations Assistant will support the Operations Manager in responding to all customer complaints in a timely and efficient manner 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 Operations Assistant will support the Operations Manager will ensure the appropriate management and control of all contract staff, and the delivery of service standards within JLL Procurement agreements. The Operations Manager will not enter into any legal agreements with tenants, suppliers or any third party of any nature.

Tenants Relations: The Operations Assistant will work closely with the Management team to foster close and professional relations with all tenants (particularly the anchor tenants) customers and local stakeholders and provide assistance whenever necessary to resolve problems and answer queries and achieving at all times high levels of customer satisfaction.

Procurement, Invoice coding and approval: To be responsible for ensuring that all invoices within service charge are approved at the Estate and coded to the appropriate expense code.

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, 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. 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.

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. This may include amongst others providing plans, communicating data, co-ordinating the site visits, assessing shop fit-out / alterations proposals, entertaining prospective tenants, providing data including pedestrian footfall and undertaking any other reasonable tasks deemed necessary by the Property Manager or the Clients / Owners from time to time and as required in order to achieve the investment objectives of the Landlord. To be a brand (Client, JLL and the Estate) ambassador within the wider community.

Location: On-site – Croydon, GBR