Customer Experience Team Member

**MONDAY TO FRIDAY - 2PM TO 7PM**

**R**OLE*

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, 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.

**CORE RESPONSIBILITIES**
- 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
- 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 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 contribut