Asset Experience Associate in Northampton

As 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 role combines senior‑level client relationship management with hands‑on operational excellence, positioning you as the primary client relationship owner while maintaining day‑to‑day responsibility for property operations, customer relations, and team leadership.

Location: Northampton, Northamptonshire (NN4 postcode area)

Key Responsibilities

• Strategic Client & Asset Management
  • Collaborate with the Royal London asset manager to set the strategy, engaging subject‑matter experts as required.
  • Lead relationships with the Royal London asset manager(s), acting as the main point of contact and maintaining professional accountability.
  • Identify how JLL can support client needs and discuss service revisions with the client relationship team.
  • Support emergency planning, business continuity, testing, and monitoring.
• Customer Management & Experience
  • Act as the primary contact for all customer enquiries, concerns, and service requests, ensuring timely response and resolution.
  • Proactively identify opportunities to improve the customer experience through amenities, services, and programming.
  • Use customer feedback to create a productive and engaging environment that adds value to occupancy.
  • Collaborate with RLAM CX Strategy Director to utilise training opportunities and advise on CX implementation.
• Financial Management & Service Charges
  • Work with JLL Accounts teams on financial accountability, cash‑flow management, and credit control.
  • Provide strategic advice on customer debt recovery and support Accounts Receivable.
  • Prepare and manage service charge budgets and reconciliations in line with RICS standards and client KPIs.
  • Support supplier payments via Proactis and manage purchase orders and invoice approvals.
• Lease and Legal Management
  • Liaise with Data Management on complex lease queries and provide recommendations to the Asset Manager.
  • Receive and analyse customer applications, ensuring compliance with lease covenants.
  • Resolve customer matters affecting valuation and liaise with additional advisers as required.
• Health & Safety and Compliance Management
  • Manage risk actions and statutory compliance, including H&S checks and void inspections.
  • Handle accident and incident reporting and follow‑up.
  • Manage E‑Permits and support ISO14001 compliance.
  • Coordinate LRQA audits and compliance activities.
• ESG and Sustainability
  • Support and implement ESG initiatives in alignment with the client’s strategy and JLL responsibilities.
  • Assist with sustainability reporting, compliance, and ESG database updates.
• Supplier & Contract Management
  • Lead representation at site‑level framework partner meetings.
  • Manage scopes of service, contract variations, and planned preventive maintenance (PPM) projects.
  • Handle reactive works, fabric maintenance, and manage quotes and work orders.
• Property Operations and Inspections
  • Conduct regular inspections aligned with client and JLL KPIs, submit reports via Vision.
  • Ensure high standards and flag areas for growth and improvement.
  • Coordinate void management activities with central support teams.
• Transactions and Transitions
  • Handle due diligence, support disposals and acquisition processes, and lead transition meetings.
  • Maintain readiness for sale packs prepared by the Asset Experience Services function.
• Insurance Management
  • Handle on‑site activities such as accident book records and CCTV provision.
  • Review and supply contracts to the central insurance team and implement insurer requirements.
  • Ensure claims are settled and funds applied to completed insurance works.
• Technology
  • Utilise available tools to ensure quality, efficiency, and optimisation of service delivery.
  • Future tools may include Yardi, Riskwise, Prism, Deepki, and workflow systems, subject to tech investments.

Skills & Qualifications

• Expert knowledge of commercial property management across diverse asset types.
• Comprehensive understanding of building systems, maintenance planning, and facility management.
• Strategic portfolio planning and optimisation with strong risk‑management capabilities.
• Expert‑level knowledge of RICS standards and ability to apply them to complex situations.
• In-depth knowledge of regulatory frameworks, compliance governance and health and safety legislation.
• Familiarity with sustainability standards, ESG implementation, and reporting requirements.
• Experience with property management technologies and reporting systems.
• Strategic vision aligned with business objectives, excellent organisational skills, and meticulous attention to detail.
• Decisive leadership and collaborative style with ability to build effective relationships.
• Client‑intimacy and trusted‑advisor mindset focused on service excellence.
• Entrepreneurial mindset with problem‑solving aptitude and growth‑driving focus.
• Accountability for performance and business outcomes with professional integrity.
• Inspirational leadership that motivates high performance and resilience under pressure.
• Commercial acumen balancing service quality with profitability.

Equal Opportunity Employment Statement

Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities. JLL provides equal employment opportunities to all employees and candidates, and does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, or any other legally protected status.