Asset Experience Associate in City of Westminster

Location: On-site – London, GBR

Key Responsibilities

• Collaborate 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 the JLL client relationship team on how JLL services can be revised and improved.
• Maintain clear grasp of client’s asset/portfolio strategy, drivers/values and articulate these to the wider team.
• Support emergency planning, business continuity, testing, and monitoring with emergency management support as required.
• Serve 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 the RLAM CX Strategy Director to utilise training opportunities and advise the asset manager of CX implementation opportunities.
• Feedback all customer intelligence to the asset management team.
• Work 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 the 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.
• Liaise with the Data Management team on complex and protracted lease queries and provide 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 breaches.
• Resolve customer matters affecting valuation.
• Liaise with appropriate additional advisers as required (legal, building surveying, etc.).
• Work with the RLAM JLL Asset Experience Services Team to ensure strong internal stakeholder relationships for efficiency of work whilst owning output to the asset manager.
• Manage risk actions and undertake statutory compliance management.
• Conduct and arrange H&S checks (monthly and voids), including site safety checks/inspections and void management inspections.
• Utilise third parties where appropriate (void security) to handle accident and incident reporting and follow‑up.
• Manage the 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.
• Support and implement ESG initiatives in alignment with the 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.
• Lead representation at site level framework partner meetings to ensure high standards of service delivery.
• Be responsible for the scope of services and contract variation initiatives, in conjunction with the Costs Manager, Soft Services Manager and Technical Services Manager.
• Implement works associated with the PPM (Planned Preventative Maintenance) report, including PPM statutory and 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.
• Conduct regular property inspections in line with client and JLL KPIs and submit written reports via Vision.
• Ensure high standards on all managed sites, flagging areas for growth and improvement.
• Support property presentation standards across managed sites.
• Coordinate void management activities with central support teams.
• Handle property transitions, due diligence, and support disposals and acquisition processes.
• Support letting agents, solicitors and other third parties with queries.
• Lead transitions meetings (with the Transitions team for SC properties).
• Maintain overall accountability for readiness for sale packs, prepared by the Asset Experience Services function.
• Participate in portfolio sales/purchases.
• Handle on‑site activities such as accident book records and CCTV provision.
• Review and supply contracts and gather information for the central insurance team.
• Implement insurer’s requirements, including improvements and repair/maintenance.
• Ensure claims are settled and funds applied to any insurance works completed.
• Utilise available tools to ensure quality, efficiency of output and optimise service to stakeholders. Prospective technology tools will include applications for accounting, H&S, customer relationship, ESG among others. Current prospective tools may include Yardi, Riskwise, Prism, Deepki and Workflow systems but may change with tech investments.

Skills & Qualifications

• Expert knowledge of commercial property management across diverse asset types and comprehensive understanding of building systems, maintenance planning, and facility management.
• Strategic portfolio planning and optimisation capabilities with comprehensive understanding of risk management in property contexts.
• Expert‑level knowledge of RICS standards with ability to interpret and apply to complex situations.
• Comprehensive understanding of regulatory frameworks, compliance governance, and health and safety legislation.
• Knowledge of sustainability standards, ESG strategy implementation, and reporting requirements.
• Familiarity with property management technologies, reporting systems, and relevant property legislation.

Personal Attributes

• Strategic vision that aligns team activities with business objectives combined with strong organisational abilities and exceptional attention to detail.
• Decisive leadership when making complex decisions with a collaborative working style that builds effective relationships.
• Client intimacy that builds trusted adviser relationships with a client‑focused mindset that prioritises service excellence.
• Entrepreneurial mindset that identifies growth opportunities with a problem‑solving approach to operational challenges.
• Accountability for performance and business outcomes with professional integrity in all business dealings.
• Inspirational leadership that motivates high performance with resilience under pressure.
• Commercial acumen that balances service quality with profitability.

Jones Lang LaSalle (JLL) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities.