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Asset Experience Associate JLL’s Royal London Property Delivery Team
About the Role
As an Asset Experience Associate, you will act as both the strategic leader and operational expert for complex commercial property portfolios. This multi-faceted role blends senior client relationship management, strategic oversight, and day-to-day operational execution within JLL’s Royal London Property Delivery team.
You will be the primary client relationship owner, overseeing property operations, customer relations, and team leadership while delivering tangible business value via:
- Facilitating client strategy alignment
- Crafting improved customer experiences
- Ensuring financial accountability
- Resolving operational challenges
Location: Birmingham (B30 postcode area)
Key Responsibilities
Strategic Client & Asset Management
- Collaborate with Royal London asset managers to define strategy, consulting subject matter experts and frameworks as needed.
- Serve as the central point of contact for Royal London asset managers while leading professional client relationships.
- Identify JLL’s value-add opportunities and propose service improvements in alignment with Royal London’s needs.
- Maintain a clear grasp of client’s asset/portfolio strategy, verbalising priorities to internal across-the-board teams.
- Support emergency planning, business continuity testing, and security monitoring in partnership with JLL’s emergency support.
Customer Management & Experience
- Operate primarily on-site, ensuring occupier visibility and proactive engagement.
- Act as the first-contact resolution team for customer enquiries, concerns, and service requests—ensuring swift, transparent resolution while fostering positive relationships.
- Scour liability for trends in customer feedback to improve amenities, programming, and user experience.
- Advise Royal London Asset Manager (RLAM) on customer experience (CX) training and implementation strategies.
- Channel customer intelligence and feedback to the asset management team.
Financial Management & Service Charges
- Partner with JLL Accounts teams on monthly financial accountability, cashflow, credit guidelines.
- Provide strategic recommendations to asset managers on debt recovery processes (via Accounts Receivable).
- Prepare and reconcile service charge budgets following RICS Professional Standards while aligning with client KPIs.
- Administer supplier payments via Proactis, managing POs, approvals, and supplier fulfilment.
- Track and validate financial indicators (utilities, turnover, commercial investment pipelines) for accuracy.
- Clarify Inventory requests and answer consultant challenges promptly.
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Lease & Legal Management
- Conduct lease legal reviews via Data Management for complex or prolonged negotiations.
- Analyse customer applications under lease terms, offering actionable recommendations to asset managers—including alienation and alterations.
- Detect and manage lease compliance for complicated breaches or risks, often negotiating with legal/building survey advisers.
- Liaise on valuation disputes and related compliance tasks requiring cross-disciplinary support.
- Bridge Royal London’s Asset Experience Services team and assets into countless internal collaboration channels without losing command of priorities.
Health & Safety and Compliance
- Guard risk actions, ensuring statutory compliance checkpoints are met.
- Conduct or coordinate monthly/void H&S inspections (e.g., site safety audits, void management reviews), using third-party oversight when advantageous (e.g., security monitors).
- Oversee accident/incident reporting, follow-ups.
- Finance permit-to-work assurances (workflow programmes) and ISO 14001 compliance.
- Synchronise corporate LRQA audits with external compliance metrics.
- Ensure rigorous adherence to health and safety decrees while implementing preventive measures.
ESG & Sustainability
- Implement Royal London’s ESG strategies, attend mandatory license and regulatory duties to advance corporate-wide objectives.
- Support sustainability compliance, reporting, and multi-level asset ESG planning.
- Centralise (JLLwide-Linked) ESG registries, risk surveys, and audits.
Supplier & Contract Management
- Lead framework partner meetings at a site-level, championing service excellence.
- Oversee scope refinement, economic contract variances, and PPM-compliant maintenance chats alongside cost analysts, soft services, and technical managers.
- Manage reactive repairs and fabric queries, and civic preventative maintenance contracts.
- Approve or call external quotes/orders (following authority approval stage).
- Instruct civil works, risk controls, and safety procedure executions.
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Property Operations & Inspections
- Conduct scheduled property inspections (vigorously per client/JLL KPIs, reports submitted via Vision).
- Uphold elevated “showcase” site standards, flagging opportunities for reinforcement.
- Work closely with void management to seal exits quickly.
Transactions and Transitions
- Handle portfolio sales, acquisitions, and preliminaries—collaborate with outside parties (e.g., CPAs, solicitors) for quick fixes.
- Lead SC property removals or installation phases, advocating for JLL transparency.
- Authorise readiness-for-sale docs (with Transitions Team lending specifics).
- Actively pursue in-house/LR deals.
Insurance Management
- Intervene on-site, overseeing the CCTV database and accident books.
- Review contractual clauses with insurance concierge logiaux and provision of fact sheets.
- Stratify claims settlements and real-time repairs against subcontractors’ invoices.
Technology
- Leverage current and future tools (e.g., Yardi, Riskwise, Deepki, Workflow) to optimise records, streamline operations, breathing life into property transparency.
Skills & Qualifications
Technical Knowledge
- Profound expertise in commercial property management across its varied forms, with resonsant crisis-proof operations plans.
- Capable of portfolio optimisation, temperature-checking assets under critical risk coverage.
- Mastery of RICS Professional Standards and activation in highly complex situations.
- Attorney-level command of building compliance, health & safety statutes, and sustainability standards (e.g., LEED, BREEAM).
- Audience awareness of relevant technology, reporting frameworks, statutes.
Personal Attributes
Strong alignment between strategic oversight and execution antidotes, helped by:
- Commanding attention to detail in dynamic work.
- Decisive leadership when tragedies demand 360° responses.
- Client-first refined relationships nudging additional service clients.
- Entrepreneurial vigour rooted in problem-solving to catalyse business growth.
- A mindset that frees ownership from mistakes: declare holding profit/loss accountability every time.
- An ability to empower teams with resilience under pressure via historical recaps.
- Cosmopolitan monetary sensitivity ensuring average-quality delivery never harms profits.
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Skills
Commercial Property Management
Client Relationship Management
Financial Management
Service Charge Management
Health and Safety Compliance
ESG Strategy Implementation
Operational Excellence
Team Leadership
Customer Experience Improvement
Risk Management
Lease Management
Supplier Management
Property Inspections
Project Management
Strategic Planning
Building Systems Knowledge