Customer Experience Team Member

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.

The role of Customer Experience (CX) team member is to deliver memorable instances to our clients, occupiers, visitors and stakeholders by forming long lasting relationships. CX team member delivers personalized service at each interaction. CX team member will act as an ambassador.

• Basics done Better – 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 asset.
• Ensure front of house areas are always immaculately presented
• Manage the coordination of guests, clients, service partners and internal staff
• Manage meeting room bookings for internal and external stakeholders (if applicable)
• Actively participate and execute all Beyond: Front of House initiatives to enhance CX delivery
• Identify opportunities to enhance the customer experiences by being innovative and creative
• 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, occupiers, guests and stakeholders
• 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
• Ensure temporary team members are trained as per Beyond: Front of House standards and maintain training records
• 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
• Proactively offer concierge services such as dry-cleaning pick up & drop off, restaurant reservation, transport arrangements etc
• Key and fob access management in accordance with the site’s access procedure.

Expertise & Professional Development

• You understand the importance of building and sharing expertise with clients, occupiers, visitors and stakeholders.
• Good literacy and numeracy skills
• Intermediate knowledge of MS Outlook, Word, Excel and PowerPoint
• Experience in the hospitality sector (hotels, 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

Service Excellence

• You understand the key components of service excellence and provide a smooth-running seamless service
• You continuously demonstrate delivery of exceptional customer experiences to all individuals and organizations you interact with

High Quality Work

• You understand the importance of delivering high quality work
• You deliver high levels of accuracy of information, data and attention to detail
• You demonstrate excellent organizational and time management skills

Productivity & Efficiency

• You understand the importance of being productive and delivering the objectives
• Excellent knowledge of MS Outlook, Word, Excel and PowerPoint
• Possess excellent verbal and written communication skills

Collaboration

• You understand why collaboration is important at Colliers and actively seek opportunities to work with others

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

Personal Development

• You will be aware of your areas for development and learn from your mistakes

Professional Conduct & Integrity

• You understand what is required from you as a Colliers professional.
• You are aware and can recall the Colliers values, vision and mission
• You understand the importance of diversity & inclusion in everything you and Colliers does

Community

• You understand the importance of community within Colliers’ business and the wider community too

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