Customer Experience Team Member

3 months ago

London, United Kingdom Colliers International Full time

**Monday to Friday - 9:00am to 2:00pm - ONSITE**

**ROLE**

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 members will act as an ambassador for the Beyond: Front of House brand.

**COLLIERS**

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 brokerage sales and leasing (landlord and tenant representation), real estate management, 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.

**CORE RESPONSIBILITIES**
- Basics done better - Ensure the fundamentals of customer services are followed and delivery to the highest standards
- Deliver a warm welcome and a fond farewell to clients, occupiers, visitors
- Ensure front of house areas are always immaculately presented
- Follow Colliers Beyond: Front of House standard operating procedures and guidelines
- Actively participate and execute all Beyond: Front of House initiatives to enhance CX delivery
- Adhere to Colliers H&S protocols
- Ensure property visitor management processes are strictly followed
- Deal with complaints and offer prompt resolutions, escalate where necessary
- Data processing and management of databases, ensuring accurate and timely import of information
- 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)
- Ensure temporary team members are trained as per Colliers International’s 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
- Build professional relationships with clients, occupiers, guests and stakeholders
- Carry out Quality Assurance Checks/walk arounds (inside and outside the building) to ensure the property always presents itself in pristine condition, and report any faults/items for repair to the Customer Experience Manager
- Proactively offer concierge services such as dry-cleaning pick up & drop off, restaurant reservation, transport arrangements etc
- Practice lobby hosting on a daily basis as specified by the property management leadership team
- Ensure the lobby guest lounge is tidy and well presented at all times
- The Colliers UK competency framework outlines who our people need to be and the behaviours they should display to meet the expectations of clients, colleagues and stakeholders. The 3 competencies encapsulate what a successful professional at Colliers UK looks like for each._

**KNOWLEDGE**
- Knowledge competency refers to: Expertise & professional development, commercial acumen & enterprise, innovative thinking & agility and communication and managing expectations._

The ‘Knowledge’ competency refers to our ability to acquire, develop and use knowledge to benefit clients and colleagues through expertise, commercial awareness and thinking outside the box. It encompasses knowledge of how to communicate effectively & manage stakeholder expectations to achieve end goals and objectives.

**Expertise & Professional Development**

You understand the importance of building and sharing expertise with clients, occupiers, visitors and stakeholders.

Strong academic background with good Literacy and Numeracy skills

Intermediate knowledge of MS Outlook, Word, Excel and PowerPoint

**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

**SKILLS**
- Skills competency refers to Service excellence, high quality work, productivity & efficiency and collaboration_

The ‘Skills’ competency refers to the wide range of skillsets that we expect from our people; deliverin

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