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Asset Experience Associate – Royal London Property Delivery Team
Location: Birmingham (B30 postcode area) | On-site
At JLL, we empower our people to shape a brighter future in real estate. As an Asset Experience Associate within our Royal London Property Delivery team, you will drive strategic asset management, deliver operational excellence, and forge client-driven solutions. This hands-on role blends leadership, client relationship management, and property expertise—perfect for professionals with a passion for commercial real estate, sustainability, and continuous improvement.
About the Role
This strategic and operational role requires a senior-level mind, capable of balancing client relationship ownership with day-to-day property management, financial oversight, and team leadership.
As the primary point of contact between JLL, Royal London, and tenants, you will: ✔ Lead complex commercial property portfolios with precision and agility ✔ Foster trusted advisor relationships while ensuring operational transparency ✔ Drive customer experience improvements through proactive solutions ✔ Oversee financial accountability, compliance, and sustainability initiatives
This position is activity-driven, requiring a blend of analytical thinking, stakeholder management, and problem-solving—ideal for those with a results-oriented mindset.
Key Responsibilities
Strategic Client & Asset Management
- Collaborate with Royal London’s asset manager to develop and refine portfolio strategy, leveraging JLL subject matter experts as needed.
- Act as the primary client liaison, ensuring JLL services align with Royal London’s goals, values, and evolving needs.
- Align with JLL’s Client Relationship Team to refine service delivery based on feedback.
- Support emergency planning, business continuity testing, and compliance monitoring.
- Advise on ESG strategy alignment, ensuring sustainability initiatives are integrated into asset management.
Customer Management & Experience
- Serve as the on-site, client-facing expert, handling all tenant enquiries with scalability and immediacy.
- Proactively enhance occupier satisfaction through tailored amenity improvements, space optimisation, and programming.
- Compile and disseminate customer intelligence to the asset management team to inform decision-making.
- Work with RLAM CX Strategy Director to train teams and implement customer experience enhancements.
- Conduct customer feedback reviews and translate insights into actionable recommendations.
Financial Management & Service Charges
- Partner with JLL Accounts teams on cash flow management, debt recovery, and supplier credit control.
- Prepare and reconcile service charge budgets in compliance with RICS standards and Royal London’s KPIs.
- Oversee supplier payments (via Proactis) and manage utility recharges, turnover, and commercialisation metrics.
- Lead financial reports and reconciliations, ensuring accuracy in operational and portfolio performance tracking.
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Lease & Legal Management
- Liaise with lease consultants to resolve complex, protracted tenant requests (e.g., alienation, alterations).
- Ensure lease compliance by monitoring covenants, mitigating disputes, and liaising with legal/building surveyor experts when necessary.
- Key stakeholder within lease transitions, due diligence, and disposal processes.
- Report to JLL Asset Experience Services Team, ensuring seamless collaboration while owning final asset-management outputs.
Health & Safety & Compliance
- Lead risk mitigation and statutory compliance management with rigorous documentation.
- Conduct/arrange monthly site checks, void inspections, and accommodate third-party void security arrangements.
- Manage accident/incident reporting and follow-ups, adhering to H&S legislation.
- Oversee permits-to-work (e-permits) and ISO14001 sustainability compliance, including LRQA audit preparations.
ESG and Sustainability
- Drive sustainability reporting and ESG strategy implementation, ensuring legal compliance.
- Support Asset Sustainability Plans and risk assessments to enhance portfolio performance.
- Stay attuned to industry regulations and integrate client ESG commitments into daily operations.
Property Operations & Inspections
- Conduct regular property inspections and submit KPI-aligned reports.
- Enforce housekeeping standards (cleanliness, safety, presentation).
- Coordinate void management with central teams, ensuring properties are professionally marketed/re-leased efficiently.
- Lead pre-sale readiness initiatives, preparing fitness for sale dossiers.
Transactions & Transitions
- Facilitate property transitions through letting, lease amendments, and disposal/acquisition support.
- Liaise with solicitors, letting agents, and external advisors on procedural queries.
- Lead transitions meetings for service-charge properties to ensure handover clarity.
Supplier & Contract Management
- Lead site-level framework initiatives, ensuring hard/soft service delivery excellence.
- Oversee contract variations, PPM (Planned Preventative Maintenance), and fabric repair priorities.
- Manage supplier quotes, requests for maintenance work, and project oversight, including risk and method-statement compliance.
Insurance & Technology
- Handle accident books, CCTV provisions for on-site safety compliance.
- Extend insurance requirements by procuring vendor improvements, repairs/maintenance.
- Utilise proprietary tools (e.g., Yardi, Prism, Deepki, Riskwise, workflow systems) for efficiency, compliance, and reporting.
- Stay proactive with digital investments, ensuring technologies optimise stakeholder delivery.
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Skills & Qualifications
Technical Expertise
✅ Commercial property management experiences across asset types (office, retail, mixed-use). ✅ Deep understanding of building systems maintenance, facility management, and optimal asset planning. ✅ Strategic portfolio optimisation abilities, with risk-analysis and financial allocation skills. ✅ RICS knowledge currently implemented to real-world, complex challenges. ✅ Health & safety legislation fluency, covering compliance governance, risk frameworks. ✅ Familiarity with sustainability standards, including ESR planning, KPI tracking, and Green Lease best practices.
💡 Proficiency in software tools (e.g., Vision, Threads, RentManager) is a bonus.
Personal Attributes
🔹 Strong strategic vision, aligning team actions with leadership goals. 🔹 Decision-making under pressure with diplomacy and accountability. 🔹 Client intimacy and service advocacy, fostering long-term customer loyalty. 🔹 Entrepreneurial mindset with problem-solving and innovation capabilities. 🔹 Leadership resilience, motivating moderate to high-performing teams. 🔹 Commercial intuition, balancing cost control, efficiency, and service excellence.
Location & Contact
📍 On-site, Birmingham, UK (B30 postcode area)
At JLL, we embrace flexibility and internal mobility—if your passion and talents align with this role, we invite you to apply. Prerequisites are not absolute: we welcome discussions about how your unique background might contribute.
Why Join JLL?
JLL is a global leader in real estate, with a 200-year legacy of collaboration, innovation, and meaningful impact.
✨ Your purpose: Shaping a sustainable, prosperous future for our clients and communities. 🌍 Your growth: Career paths supported by training, mentorship, and global opportunities. 🤝 Your culture: Diversity, inclusion, and an environment where you belong.
👉 Ready to Ignite a Brighter Way? Apply now via JLL’s portal, or chat with our talent team today!
JLL is an EOE that promotes diversity in the workplace.
Privacy Note
JLL handles all applicant data with strict discretion. Details are processed solely for recruitment. For eligibility to request adjustments, contact HRSCLeaves@jll.com.
For full details, visit our Candidate Privacy Statement.
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