Customer Experience Team Member

Company DescriptionColliers 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.Job DescriptionEnsure the fundamentals of customer services are followed and delivery to the highest standardsDeliver 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.Ensure front of house areas are always immaculately presentedActively participate and execute all Beyond: Front of House initiatives to enhance CX deliveryIdentify opportunities to enhance the customer experiences by being innovative and creativeSupport Colliers initiatives to elevate customer experiences (occupier & community engagement, social media and social value)Follow Colliers Beyond: Front of House standard operating procedures and guidelinesEnsure property visitor management processes are strictly followedBuild professional relationships with clients, occupiers, guests and stakeholdersDeal with complaints and offer prompt resolutions, escalate where necessaryAdhere to Colliers H&S protocolsResponding to telephone or email enquiries from internal or external clients in a professional manner, ensuring appropriate follow up on any actions as requiredData processing and management of databases, ensuring accurate and timely import of informationEnsure temporary team members are trained as per Beyond: Front of House standards and maintain training recordsFirmly abide by Beyond: Front of House dress code and personal presentation policyLog any property faults/issues with the helpdesk and inform the Facilities Management teamProactively offer concierge services such as dry-cleaning pick up & drop off, restaurant reservation, transport arrangements etcKey and fob access management in accordance with the site's access procedure.QualificationsThe 'Skills' competency refers to the wide range of skillsets that we expect from our people, delivering continuous levels of service excellence and the importance of consistently high-quality work.
We expect our people to be productive and efficient and have the ability to maintain relationships that foster positive collaboration.Service ExcellenceYou understand the key components of service excellence and provide a smooth-running seamless serviceYou continuously demonstrate delivery of exceptional customer experiences to all individuals and organizations you interact withHigh Quality WorkYou understand the importance of delivering high quality workYou deliver high levels of accuracy of information, data and attention to detailYou demonstrate excellent organizational and time management skillsProductivity & EfficiencyYou understand the importance of being productive and delivering the objectivesIntermediate knowledge of MS Outlook, Word, Excel and PowerPointPossess excellent oral and written communication skillsCollaborationYou understand why collaboration is important at Colliers and actively seek opportunities to work with othersAdditional InformationThe 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.
#J-18808-Ljbffr