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For Companies At a Glance
- Tasks: Deliver exceptional customer experiences and manage front of house operations.
- Company: Join Colliers, a top commercial real estate services company with a global presence.
- Benefits: Enjoy a dynamic work environment, training opportunities, and a focus on personal development.
- Why this job: Be part of a team that values innovation and customer service excellence in a vibrant setting.
- Qualifications: Hospitality experience and strong communication skills are essential; familiarity with MS Office is a plus.
- Other info: Embrace a flexible mindset and contribute to community engagement initiatives.
The predicted salary is between 28800 - 43200 £ per year.
Company Description
Colliers is a leading commercial real estate services company, providing a full range of services to real estate occupiers, developers and investors on a local, national and international basis. Services include, real estate management, brokerage sales and leasing (landlord and tenant representation), valuation, consulting, project management, project marketing and research. We provide our services across the core sectors (office, industrial, retail and hotel) as well as many specialised property types.
The UK business is headquartered in London, with over 900 specialists throughout 16 offices across the UK and Ireland.
Beyond is a front of house management initiative that has been developed by Colliers to deliver a holistic management and training service, adding a new dimension to property management.
Client expectations are changing and we’re changing with them. Front of house is no longer a reception team and building services; front of house is about experience and service.
The focus of Beyond is to provide a superior experience to everyone who walks through the front door and those who work within them.
Job Description
The role of Customer Experience (CX) team member is to deliver memorable instances to our clients, agents, potential occupiers, guests and stakeholders by forming long lasting relationships. CX team member delivers personalized service at each interaction. CX team members will act as an ambassador for Bourn.
- Ensure the fundamentals of customer services are followed and delivery to the highest standards
- Deliver a warm hospitality-style welcome and a fond farewell to clients, customers, and guests, ensuring they receive a unique experience throughout their time at the estate.
- Ensure front of house areas are always immaculately presented
- Support Colliers initiatives to elevate customer experiences (occupier & community engagement, social media and social value)
- Follow Colliers Beyond: Front of House standard operating procedures and guidelines
- Ensure property visitor management processes are strictly followed
- Build professional relationships with clients, guest and other key stakeholders (agents & potential occupiers)
- Deal with complaints and offer prompt resolutions, escalate where necessary
- Adhere to Colliers H&S protocols
- Responding to telephone or email enquiries from internal or external clients in a professional manner, ensuring appropriate follow up on any actions as required
- Data processing and management of databases, ensuring accurate and timely import of information
- Firmly abide by Beyond: Front of House dress code and personal presentation policy
- Log any property faults/issues with the helpdesk and inform the Facilities Management team
Qualifications
Expertise & Professional Development
- You understand the importance of building and sharing expertise with clients, occupiers, visitors and stakeholders.
- Good literacy and numeracy skills
- Experience in the hospitality sector (hotels, sales, events, restaurant, aviation, concierge retail) sector is necessary
- Commercial Awareness & Value Add
- You understand what the team/department does and how your role contributes to the success of the team
- You possess commercial awareness and latest customer experience market trends
- You continuously strive to seek opportunities to add value by enhancing customer experiences
- Innovative Thinking & Agility
- You understand the need for innovation and agility in the business environment and in your role
- You will demonstrate a sense of urgency
- Communication & Managing Expectations
- You understand the importance of effective communication, both written and verbal skills
- You will strive to anticipate needs and exceed expectations
- You will communicate to provide required information as well as offer prompt resolutions
Additional Information
Service Excellence
- You understand how the role you do contributes to the overall success of Beyond: Front of House service offering.
- You comply with all company legislative and regulatory requirements, policies and procedures
- You will have a proactive approach and showcase a flexible mindset
- You will work well individually and as part of the team
- You will demonstrate a positive mindset towards the changing expectations and market trends
- Be flexible and open minded and positively adapt to any reasonable changes to your role (duties & responsibilities) proposed by your line manager and/or the Client
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Customer Experience Team member employer: Colliers International Deutschland Holding GmbH
Contact Detail:
Colliers International Deutschland Holding GmbH Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Team member
✨Tip Number 1
Familiarise yourself with Colliers' Beyond: Front of House initiative. Understanding their approach to customer experience will help you align your responses during interviews and demonstrate your enthusiasm for the role.
✨Tip Number 2
Network with current or former employees of Colliers, especially those in customer-facing roles. They can provide valuable insights into the company culture and expectations, which can be beneficial during your application process.
✨Tip Number 3
Showcase your hospitality experience by preparing specific examples of how you've delivered exceptional customer service in previous roles. This will highlight your suitability for the Customer Experience Team Member position.
✨Tip Number 4
Stay updated on the latest trends in customer experience and hospitality. Being knowledgeable about current market trends can set you apart and show your commitment to continuous improvement in the field.
We think you need these skills to ace Customer Experience Team member
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and hospitality. Use specific examples that demonstrate your ability to deliver exceptional customer experiences, as this is crucial for the role.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your understanding of the importance of creating memorable experiences. Mention how your skills align with Colliers' values and the Beyond initiative.
Showcase Relevant Skills: Emphasise your communication skills, attention to detail, and ability to manage multiple tasks. Highlight any experience you have with MS Office tools, as well as your ability to handle complaints and provide resolutions.
Research Colliers: Familiarise yourself with Colliers and their Beyond initiative. Understanding their approach to customer experience will help you tailor your application and show that you're genuinely interested in the company.
How to prepare for a job interview at Colliers International Deutschland Holding GmbH
✨Research Colliers and the CX Role
Before your interview, take some time to understand Colliers' mission, values, and the specifics of the Customer Experience role. Familiarise yourself with their Beyond initiative and how it aims to enhance customer service. This knowledge will help you demonstrate your genuine interest in the company and the position.
✨Showcase Your Hospitality Experience
Since experience in the hospitality sector is essential for this role, be prepared to discuss your previous roles in detail. Highlight specific instances where you delivered exceptional customer service or resolved complaints effectively. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Demonstrate Communication Skills
Effective communication is key in this role. During the interview, practice clear and concise communication. Be ready to provide examples of how you've successfully managed client expectations and communicated with various stakeholders in past roles.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle difficult situations. Think about potential challenges you might face as a CX team member and how you would address them. This will show your innovative thinking and agility in a customer-focused environment.
