Customer Experience Team Member

Overview

Colliers (NASDAQ, TSX: CIGI) is a leading global diversified professional services company, specializing in commercial real estate services, engineering consultancy and investment management. With operations in 70 countries, our 22,000 enterprising professionals provide exceptional service and expert advice to clients. For nearly 30 years, our experienced leadership – with substantial inside ownership – has consistently delivered approximately 20% compound annual investment returns for shareholders. With annual revenues exceeding $4.5 billion and $99 billion of assets under management, Colliers maximizes the potential of property, infrastructure and real assets to accelerate the success of our clients, investors and people. Learn more at corporate.colliers.com, X @Colliers or LinkedIn.

Job location: Aire Park, Leeds South Bank. A unique opportunity to be a founding member of our Aire Park Customer Experience (CX) team based at 1&3 South Brook St, a brand-new commercial destination for Leeds South Bank. The role will initially be based in the Atrium/Reception area, 7 minutes from Leeds Station. The CX Team Member role is to deliver memorable experiences to our clients, occupiers, visitors and stakeholders by forming long-lasting relationships and acting as an ambassador for the building and for Aire Park.

The role offers growth and development as part of a team that will evolve with the next commercial phase of 75,000 sq ft due to complete Autumn 25.

Responsibilities

- Identify opportunities to enhance the customer experience by being innovative and creative.
- Ensure the fundamentals of customer services are followed and delivered 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 Park.
- Ensure front of house areas are immaculately presented.
- Support the Aire Park team’s initiatives to elevate customer experiences (occupier & community engagement, social media and social value).
- Identify opportunities to engage and collaborate with local businesses, community groups and Leeds City Council for the benefit of the Aire Park community.
- 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.
- Assist the management team in maintaining and updating content for the Aire Park occupier service app.
- Adhere to Aire Park’s H&S protocols.
- Respond to telephone or email enquiries from internal or external clients in a professional manner, ensuring appropriate follow up on any actions as required.
- Actively participate and execute all Beyond: Front of House initiatives to enhance CX delivery.
- Follow Beyond: Front of House standard operating procedures and guidelines.
- 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 Aire Park Estates Team.
- Proactively offer concierge services such as dry-cleaning pick up & drop off, restaurant reservations, 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, restaurants, 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 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.

Qualifications

Service Excellence

- You understand the key components of service excellence.
- You continuously demonstrate delivery of exceptional customer experiences.

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.
- Intermediate knowledge of MS Outlook, Word, Excel and PowerPoint.
- You possess excellent oral and written communication skills.

Collaboration

- You understand why collaboration is important at Aire Park and actively seek opportunities to work with others.

Service Excellence (Beyond: Front of House)

- You understand how the role you do contributes to the overall success of Beyond: Front of House service offering and Aire Park.
- 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 changing expectations and market trends.
- You will be flexible and open minded to reasonable changes to your role proposed by your line manager and/or the Client.
- 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 & Aire Park’s business and the wider community too.

Additional Information

At Colliers, we are committed to providing an inclusive and accessible recruitment process. In line with the Equality Act 2010, we will accommodate any suitable candidate requiring assistance to attend or conduct an interview. If you need any adjustments or support, please let us know when either scheduling your interview or in your application cover letter. We are dedicated to ensuring that everyone has an equal opportunity to succeed and are here to support you throughout the process.

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