Client Projects Manager – Croydon Estate
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.
What this job involves: You will play a critical role during a transformative phase for the Croydon Estate, managing all client‑directed works and non‑service chargeable projects. The role requires strong project coordination skills, a thorough understanding of health and safety compliance within facilities management operations (excluding formal CDM duty holder responsibilities), and an ability to integrate the development team’s work to deliver safely, efficiently and with minimal disruption to ongoing operations.
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, including common part and vacant units and documentation such as electrical FWT, fire alarm maintenance, asbestos surveys, etc.
* 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. 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.
* 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 contractors to identify the cause of construction/installation problems and work with all parties to find solutions promptly to maintain project timelines.
* 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.
* Work 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 utilise initiative and remain calm under pressure during complex project scenarios.
Management Structure & Team Dynamics
JLL is responsible to the Landlord for the general administration, operations, and management of the Estate during this critical transition period. It provides high‑quality customer service and the safe execution of decommissioning and refurbishment works, ensuring all project activities comply with statutory requirements and landlord obligations. JLL’s role does not include Principal Designer or Principal Contractor duties under CDM.
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, aiming to maximise Client investment value and ensure a successful transformation of the estate.
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 receive the necessary level of attention and immediacy to achieve positive rectification.
The role ensures appropriate management and control of all contract staff and delivery of service standards within JLL Procurement agreements during heightened activity, without assuming Principal Designer or Principal Contractor roles. This postholder will coordinate with and support the Client’s appointed CDM duty holders but will not undertake formal CDM duty holder functions. No legal agreements with tenants, suppliers, or third parties will be entered into.
It will foster close and professional relations with all tenants (particularly anchor tenants), customers, and local stakeholders during the transition period, providing assistance to resolve problems, answer queries and maintain high levels of customer satisfaction despite the challenging project environment.
The role supports the approval process for project‑related invoices and ensures appropriate coding to service charge or project expense codes as required.
In conjunction with other staff, it operates the Estate in compliance with all Health & Safety and Environmental legislation and regulations during decommissioning and refurbishment, adhering to procedures and working towards stated targets. The role contributes to the health & safety of all persons affected by the work, cooperating with JLL to meet all legal duties concerning safety, environmental, and welfare matters.
Additional responsibilities include assisting the clients, letting and other professionals, representatives appointed or representing the Client or Managing Agents in executing their transactions and tasks during the project period. This may involve 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. The role may also act as a brand (Client, JLL and the Estate) ambassador within the wider community during this period of transformation.
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