JLL supports the Whole You, personally and professionally.
Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you’ve got deep experience in commercial real estate, skilled trades, and technology, or you’re looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.
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.

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.
If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements below. We’re interested in getting to know you and what you bring to the table!
Personalized benefits that support personal well-being and growth:
JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health.
About JLL –
We’re JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That’s why we’re committed to our purpose to shape the future of real estate for a better world. We’re using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people, and our communities.
Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we’re honored to be recognized with awards for our success by organizations both globally and locally.
Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we’re headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together