Associate Surveyor - Asset Experience Associate

About The Role

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.

Birmingham (B30 postcode area)

• 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.

• 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.

• 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.

• 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.

• 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 ISO
  14001 compliance…