Asset Experience Associate (Surveyor)

Asset Experience Associate

Location: Glasgow or Edinburgh

What this job involves:

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 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.

What your day-to-day will look like:

Strategic Client & Asset Management

• 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 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 team
• Support emergency planning, business continuity, testing, and monitoring with emergency management support as required.
  
  

Customer Management & Experience

• The role is envisaged as predominantly site based with key focus occupier visibility
• 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 RLAM CX Strategy Director to utilise training opportunities and advise AM of CX implementation opportunities
• Feedback all customer intelligence to the asset management team.
  
  

Financial Management & Service Charges

• 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 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 Management

• Liaise with Data Management team on complex and protracted lease queries
• 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.)
• 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 Management

• Manage 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 Sustainability

• Support 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 Management

• Lead 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 Manager
• Implement 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 Inspections

• 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
  
  

Transactions and Transitions

• 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 Transitions team for SC properties)
• Maintain overall accountability for Readiness for Sale packs, prepared by Asset Experience Services function
• Participate in portfolio sales/purchases
  
  

Insurance Management

• Handle on-site activities such as accident book records and CCTV provision
• Review and supply contracts and gather information for central insurance team
• Implement insurer's requirements, including improvements and repair/maintenance
• Ensure claims are settled and funds applied to any insurance works completed
  
  

Technology

• 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 amongst others. Current prospective tools may include Yardi, Riskwise, Prism, Deepki and Workflow systems but may change with tech investments
  
  

Skills & Qualifications

Technical Knowledge

• 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, 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 collaborative working style that builds effective relationships
• Client intimacy that builds trusted advisor relationships with client-focused mindset that prioritises service excellence
• Entrepreneurial mindset that identifies growth opportunities with 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