General Manager

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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.

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 duties include:

• understanding the Clients' objectives and instructions in relation to the property.
• Assist in client reporting concerning all on‑site operational issues and customer relations.
• Act as lead for the client in all matters relating to the operation of the property to establish and enhance brand image.

• 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.

• 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 the following areas: service charge financial management, information/communications, procurement, operations, repair & maintenance, social & environmental responsible management, customer experience and human resources (training and development) ensuring: customer service delivery standard systems and procedures standard documents and templates audit and inspection.
  
  reduction of risk consistent high standards of service delivery (and their measurement) improved reporting to clients Inform the JLL PM Team and Client of…