Customer Experience Team Member

**This job is on-site Monday to Friday, 11am to 8pm.**

**Colliers**

Colliers is a leading commercial real estate services company, providing a full range of services to real estate customers, 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.

**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 their building and for the Beyond: Front of House brand.

**CUSTOMER EXPERIENCE**

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.
- Be responsible for carrying out necessary tasks in the BM’s absence to ensure smooth operation.
- 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
- 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
- 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.
- 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.
- 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 display creative and innovative thinking to deliver best in class CX
- 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, delivering continuous levels of service excellence and