Customer Experience Team Member

Colliers International EMEA; London; On-site; GBP 25,000 - 35,000

Job description

Company Description

Colliers is a global leader in commercial real estate services, providing strategic solutions to occupiers, developers, and investors at local, national, and international levels. Our services include brokerage sales and leasing, real estate management, valuation, consulting, project management, project marketing, and research. We operate across core sectors such as office, industrial, retail, and hotel, as well as a range of specialized property types.

Colliers UK is headquartered in London, with over 1,200 professionals across 16 offices in the UK and Ireland.

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. The CX team member delivers personalized service at each interaction and acts as an ambassador for the Beyond: Front of House brand.

Job Description

1. Deliver a warm welcome and a fond farewell to clients, occupiers, and visitors.
2. Ensure front of house areas are always immaculately presented.
3. Follow Colliers International’s Beyond: Front of House standard operating procedures and guidelines.
4. Actively participate in all Beyond: Front of House initiatives to enhance CX delivery.
5. Adhere to Colliers International’s H&S protocols.
6. Respond to telephone or email inquiries from internal or external clients professionally and ensure appropriate follow-up on any actions as required.
7. Ensure property visitor management processes are strictly followed.
8. Deal with complaints and offer prompt resolutions, escalating where necessary.
9. Data processing and management of databases, ensuring accurate and timely import of information.
10. Identify opportunities to enhance customer experiences by being innovative and creative.
11. Support Colliers International’s initiatives to elevate customer experiences.
12. Ensure temporary team members are trained as per Colliers International’s standards and maintain training records.
13. Firmly abide by Colliers International’s grooming standards.
14. Log any property faults/issues with the helpdesk and inform the Facilities Management team.
15. Build professional relationships with clients, occupiers, guests, and stakeholders.

Expertise & Professional Development

1. Understand the importance of building and sharing expertise with clients, occupiers, visitors, and stakeholders.
2. Strong academic background with good literacy and numeracy skills.
3. Intermediate knowledge of MS Outlook, Word, Excel, and PowerPoint.

Commercial Awareness & Value Add

1. Understand what the team/department does and how your role contributes to the success of the team.
2. Possess commercial awareness and knowledge of the latest customer experience market trends.
3. Continuously strive to seek opportunities to add value by enhancing customer experiences.

Innovative Thinking & Agility

1. Understand the need for innovation and agility in the business environment and in your role.
2. Demonstrate a sense of urgency.

Communication & Managing Expectations

1. Understand the importance of effective communication, both written and verbal skills.
2. Strive to anticipate needs and exceed expectations.
3. Communicate to provide required information as well as offer prompt resolutions.

Qualifications

1. Understand the key components of service excellence and provide a smooth-running seamless service.
2. Continuously demonstrate delivery of exceptional customer experiences to all individuals and organizations you interact with.

High Quality Work

1. Understand the importance of delivering high-quality work.
2. Deliver high levels of accuracy of information, data, and attention to detail.

Service Excellence

1. Understand how the role you do contributes to the overall success of Beyond: Front of House service offering.
2. Comply with all company legislative and regulatory requirements, policies, and procedures.
3. Have a proactive approach and showcase a flexible mindset.
4. Work well individually and as part of the team.
5. Demonstrate a positive mindset towards changing expectations and market trends.

Personal Development

1. Be aware of your areas for development and learn from your mistakes.

Professional Conduct & Integrity

1. Understand what is required from you as a Colliers International professional.
2. Be aware of and recall Colliers International’s values, vision, and mission.
3. Understand the importance of diversity & inclusion in everything you and Colliers International do.

Community

1. Understand the importance of community within Colliers International’s business and the wider community too.