Customer Experience Team Member - Coventry, United Kingdom - Colliers International EMEA

Colliers International EMEA

Verified Company

Coventry, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

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Description

Company Description

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.

The role of Customer Experience (CX) team member is to deliver memorable instances to our clients, agents, potential occupiers, guests 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 Bourn.

Job Description:

Ensure the fundamentals of customer services are followed and delivery to the highest standards
Deliver a warm hospitalitystyle welcome and a fond farewell to clients, customers, and guests, ensuring they receive a unique experience throughout their time at the estate.
Supporting with onsite marketing initiatives as well as overseeing social media channels and content creating for the digital screen
Ensure front of house areas are always immaculately presented
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, guest and other key stakeholders (agents & potential occupiers)
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
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
Oversee, coordinate and arrange any viewings for potential occupiers, and also promote building facilities and offerings
Acquire extensive knowledge of the premises and the nearby venues, businesses, and local area
Arrange events, added value services such restaurant reservations, transportation etc.

Expertise & Professional Development

You understand the importance of building and sharing expertise with clients, occupiers, visitors and stakeholders.
Good literacy and numeracy skills
Experience in the hospitality sector (hotels, sales, events, 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 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 and provide a smoothrunning seamless service
You continuously demonstrate delivery of exceptional customer experiences to all individuals and organizations you interact with

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
Possess excellent oral and written communication skills

Collaboration

You understand why collaboration is important at Colliers and actively seek opportunities to work with others

Service Excellence

You understand how the role you do contributes to the overall success of Beyond: Front of House service offering.
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 the changing expectations and market trends
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