Asset Experience Associate

JLL empowers you to shape a brighter way. Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward. AssociateAbout the RoleAs an Asset Experience Associate within JLL's Royal London Property Delivery team, you will serve as both strategic leader and operational expert for complex commercial property portfolios. This comprehensive role combines senior-level client relationship management and strategic oversight with hands-on operational excellence. You will be the primary client relationship owner while maintaining direct responsibility for day-to-day property operations, customer relations, and team leadership.Location: Horsted Retail ParkKey ResponsibilitiesStrategic Client & Asset ManagementCollaborate with the Royal London asset manager to set the strategy, calling on subject matter experts as required.Act as main point of contact for Royal London asset manager(s) and lead relationships with professionalism and accountability.Identify how JLL can support the client needs and requirements and discuss with JLL client relationship team on how JLL service can be revised and improved.Maintain clear grasp of client's asset/portfolio strategy, drivers/values and articulate these to the wider teamSupport emergency planning, business continuity, testing, and monitoring with emergency management support as required.Customer Management & ExperienceThe role is envisaged as predominantly site based with key focus occupier visibilityServe as the primary point of contact for all customer enquiries, concerns, and service requests, ensuring timely response and resolution while maintaining positive relationships.Proactively identify opportunities to improve the customer experience through building amenities, services, and programming.Act on customer feedback to create a productive and engaging environment that adds value to their occupancy.Work with RLAM CX Strategy Director to utilise training opportunities and advise AM of CX implementation opportunitiesFeedback all customer intelligence to the asset management team.Financial Management & Service ChargesWork with JLL Accounts teams on financial accountability, cashflow management, and customer/supplier credit control.Provide strategic advice to asset managers on customer debt recovery, with support from Accounts Receivable.Prepare and manage service charge budgets and reconciliations according to RICS Professional Standard for Commercial Service Charges and client KPIs.Support supplier payments via Proactis and manage supplier payments processes, including purchase orders and invoice approvals.Oversee management of financial trackers, ensuring accuracy including utility recharges, turnover and commercialisation.Respond to customer and consultant queries and challenges in a timely manner.Lease and Legal ManagementLiaise with Data Management team on complex and protracted lease queriesProvide application recommendations to the Asset Manager. Receive and analyse customer applications under the lease, including alienation and alterations.Ensure customer compliance with lease covenants, including complicated or contentious perceived breachesResolve customer matters affecting valuationLiaise with appropriate additional advisers as required (legal, building surveying etc.)Working with RLAM JLL Asset Experience Services Team to ensure strong internal stakeholder relationship for efficiency of work whilst owning output to the asset manager.Health & Safety and Compliance ManagementManage risk actions and undertake statutory compliance management.Conduct / Arrange H&S checks (monthly and voids), including Site Safety Checks/Inspections and Void Management Inspections. Utilising third parties where appropriate (void security)Handle Accidents & Incidents reporting and follow-up.Manage E-Permits (permits-to-work) system and support ISO14001 compliance requirements.Coordinate LRQA audits and compliance activities.Ensure compliance with health and safety legislation and implement compliance measures.ESG and SustainabilitySupport and implement ESG initiatives in alignment with client's ESG strategy and JLL's responsibilities.Be aware of industry and legal obligations in relation to ESG.Assist with sustainability reporting and compliance requirements.Support Asset Sustainability Plans, ESG Database and Risk Assessments.Supplier & Contract ManagementLead representation at site level framework partner meetings, to ensure high standards of service delivery.Responsibility for scope of services and contract variation initiatives, in conjunction with Costs Manager, Soft Services Manager and Technical Services ManagerImplement works associated with PPM (Planned Preventative Maintenance) report, including PPM Statutory & Regulatory projects.Handle reactive works and fabric maintenance issues.Manage quotes and work orders within designated authority levels.Supervise projects and works activities, including management of risk and method statements.Property Operations and InspectionsConduct regular property inspections in line with client and JLL KPIs and submit written reports via VisionEnsure high standards on all managed sites, flagging areas for growth and improvementSupport property presentation standards across managed sitesCoordinate void management activities with central support teamsTransactions and TransitionsHandle property transitions, due diligence, and support disposals and acquisition processesSupport letting agents, solicitors and other third parties with queriesLead transitions meetings (with Transitions team for SC properties)Maintain overall accountability for Readiness for Sale packs, prepared by Asset Experience Services functionParticipate in portfolio sales/purchasesInsurance ManagementHandle on-site activities such as accident book records and CCTV provisionReview and supply contracts and gather information for central insurance teamImplement insurer's requirements, including improvements and repair/maintenanceEnsure claims are settled and funds applied to any insurance works completedTechnologyUtilise available tools to ensure quality, efficiency of output and optimise service to stakeholdersProspective Technology tools will include applications for Accounting, H&S, Customer Relationship, ESG amongst others. Current prospective tools may include Yardi, Riskwise, Prism, Deepki and Workflow systems but may change with tech investmentsSkills & QualificationsTechnical KnowledgeExpert knowledge of commercial property management across diverse asset types and comprehensive understanding of building systems, maintenance planning, and facility managementStrategic portfolio planning and optimisation capabilities with comprehensive understanding of risk management in property contextsExpert-level knowledge of RICS standards with ability to interpret and apply to complex situationsComprehensive understanding of regulatory frameworks, compliance governance, health and safety legislationKnowledge of sustainability standards, ESG strategy implementation, and reporting requirementsFamiliarity with property management technologies, reporting systems, and relevant property legislationPersonal AttributesStrategic vision that aligns team activities with business objectives combined with strong organisational abilities and exceptional attention to detailDecisive leadership when making complex decisions with collaborative working style that builds effective relationshipsClient intimacy that builds trusted advisor relationships with client-focused mindset that prioritises service excellenceEntrepreneurial mindset that identifies growth opportunities with problem-solving approach to operational challengesAccountability for performance and business outcomes with professional integrity in all business dealingsInspirational leadership that motivates high performance with resilience under pressureCommercial acumen that balances service quality with profitability#LI-JA1Location: On-site –Kent, GBRIf this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements. We’re interested in getting to know you and what you bring to the table!At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.JLL Privacy NoticeJones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL’s recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.For more information about how JLL processes your personal data, please view our Candidate Privacy Statement.For additional details please see our career site pages for each country.Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process – you may email us at View email address on click.appcast.io. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.SummaryLocation: Kent, GBRType: Full time