JLL
Asset Experience Associate
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Asset Experience Associate – Royal London Property Delivery Team
Jones Lang LaSalle (JLL)
JLL empowers us to shape a brighter future in real estate by combining world-class services, advisory, and technology to create solutions for clients. We’re committed to attracting and empowering the best talent, fostering growth, and helping professionals build meaningful careers.
Our vision for a better world starts with how we work.
About the Role
Joining our Asset Experience Associate role within JLL’s Royal London Property Delivery team, you’ll drive strategic leadership and operational excellence for complex commercial property portfolios. This dynamic position blends senior-level client relationship management, strategic oversight, and hands-on operational oversight across multiple sites in London.
Location: On-site (covering Maidenhead, Berkshire; Hemel Hempstead, Hertfordshire; Bromley, South East London; Southall, West London).
Key Responsibilities
Strategic Client & Asset Management
- Collaborate with the Royal London asset manager to develop and execute property/portfolio strategy, consulting subject matter experts as needed.
- Act as the primary client relationship owner, maintaining professional accountability and representing JLL’s interests.
- Align JLL services with client needs, refining delivery frameworks and identifying opportunities for improvement.
- Ensure clear understanding of the client’s asset strategy, drivers, and values, and communicate these to stakeholders.
- Support emergency planning, business continuity testing, and monitoring.
Customer Management & Experience
- Serve as the on-site viewpoint for occupiers, handling customer enquiries, concerns, and service requests proactively.
- Improve customer experience through amenities, services, and programming—leveraging feedback to enhance engagement.
- Work with RLAM CX Strategy teams to implement training and drive customer experience initiatives.
- Act as a bridge between customers and the asset management team, delivering intelligence gathered from feedback surveys and interactions.
Financial Management & Service Charges Reconciliation
- Assist JLL Accounts teams in managing:
- Financial accountability, cash flow, credit control, and payments.
- Customer debt recovery underpinning asset management advice.
- Prepare and reconcile service charge budgets in compliance with RICS Professional Standards and client KPIs.
- Oversee financial trackers, ensuring data accuracy for utilities, turnover, and commercialisation.
- Respond to customer and consultant queries on invoices, budget variances, and charges.
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Lease & Legal Management
- Liaise with the Data Management team to address complex procedural and lease-related queries.
- Guide asset managers on lease applications, including alienation and alterations requests.
- Monitor customer lease compliance, including disputes over covenants or valuation.
- Partner with legal, building surveying, or valuation advisors as needed.
Property Operations & Risk Compliance
- Conduct regular property inspections, risk assessments, and compliance checks (site safety, voids, statutory maintenance).
- Follow-up on accidents/incidents and hazardous situations, liaising with site providers.
- Manage health & safety inspections, void management, and E-Permit systems in support of ISO14001 compliance.
- Coordinate LRQA audits and ESG compliance activities.
Supplier & Contract Management
- Lead representation at site-level supply chain meetings, ensuring vendor performance holds to agreed standards.
- Manage contract variations with Costs Manager, Soft Services Manager, and Technical Services Manager.
- Oversee Planned Preventative Maintenance (PPM) and statutory regulatory projects.
- Supervise workloads, procurements, and temporary or reactive fabric maintenance—including quotes, risk assessments, and method statements.
Property Quality & Portfolio Transition Management
- Monitor site presentation, void management, and new tenant handovers. Actively flag opportunities for growth.
- Assist in property transitions, supporting disposals/acquisitions through due diligence activities.
- Prepare assets for sale with Readiness for Sale documents.
Insurance & Technology Leadership
- Manage on-site insurance records and accident books, reviewing content for the insurance team.
- Lead on claims management, acting with the central insurance team on any scope of works.
- Maintain JLL-recognised compliance with property and technical standards.
- Utilise proprietary technology tools (Yardi, Prism, Riskwise, Deepki, Workflow) to improve quality and efficiency.
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Skills & Qualifications
Technical Knowledge
- Expertise in commercial property management, including diverse asset classes and data governance.
- Comprehensive understanding of:
- RICS Professional Standards for service charges and lease management.
- UK regulatory frameworks, ESG standards, and health & safety compliance.
- Sustainability reporting and ESG strategy alignment.
- Simplicity of day-to-day operations driven by advanced reporting systems and proprietary software.
Personal Attributes
- Commercial acuity; balancing service excellence with profitability.
- Strategic vision and organisation to align teams with objectives.
- Decisive problem-solving and collaborative leadership.
- Client intimacy built through intimate knowledge, acting as a trusted advisor.
- Entrepreneurial mindset, with innovation and operational excellence.
About JLL
JLL is a Fortune 500® company, specialising in real estate and investment management for the last 200 years. Our 80+ global markets combine local expertise with global scale, dedicated to creating meaningful change.
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JLL is an Equal Opportunity Employer committed to accessibility and inclusivity in recruitment. Reasonable accommodations for interview processes can be requested by sending an email to HRSCLeaves@jll.com.
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