Customer Experience Team Member Part Time

3 days ago


Crawley, United Kingdom Colliers International Full time

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
- 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
- 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
- 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 CX Manager and Maintenance engineer
- 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
- Practice lobby hosting on a daily basis as specified by the property management leadership team
- Assist with daily test of the emergency lift phones
- Ensure the sixth floor kitchens are kept clean & tidy daily, log any discrepancies with the CX Manager
- Assist in the management of all access passes and keys for the building
- Adhere to the Assignment Instruction issued by the CX Manager
- Assist CX Manager with creating & executing community, occupier & social value engagement initiatives working closely with the Beyond leadership team (design property content planner for each of the above sections)
- Assist in weekly checks of all Fire exit doors

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 customer service sector (hotels, restaurant, aviation, concierge, retail) is desirable

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



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