Company Description
Colliers is a leading commercial real estate services company, providing a full range of services to real estate customers, 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 the Customer Experience (CX) manager at G1 is a dynamic and visionary role, working with the G1 property management transformation team, to create a vibrant, dynamic, delivering memorable moments - everyday. CX Manager will have the unique opportunity to build an exciting destination in the heart of Glasgow, with customer experience, community, amenities, and technology at its core.
CX Manager will lead the onsite marketing initiatives by managing G1's social media handle, execute the digital screen content design, draft and deliver the engagement planner to ensure we achieve the highest occupiers satisfaction ratings.
Job Description
Create bespoke CX enhancement plans to drive positive outcomes and customer retention
Create, plan and execute community, occupier & social value engagement initiatives working closely with the Beyond leadership team
Launch & maintain property social media handles, create and maintain a social media content planner
Manage and administer the customer services portal and app to drive engagement and adoption by the estate community
Maintain and produce CX specified reports (pre and post execution data), illustrating operational statistics/data etc.
Obtain and evaluate CX feedback from customers, guests and stakeholders, draft improvement action plans
Identify opportunities to enhance the customer experiences by being innovative and creative
Increase client, customer, guest and service partner loyalty and achieve highest satisfaction ratings
Mapping property customer journeys in order to identify CX enhancement opportunities
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 property
Establish team spirit and collaboration
Lead by example and inspire wider onsite teams
Basics done better – Ensure the fundamentals of customer services are followed and delivery to the highest standards
Track, oversee and optimize all customer interactions to build strong relationships with all stakeholders
Follow Beyond: Front of House standard operating procedures and guidelines
Responding to telephone or email enquiries from internal or external clients in a professional manner, ensuring appropriate follow up on any actions as required
Ensure property guest management processes are strictly followed
Deal with complaints and offer prompt resolutions, escalate where necessary
Proactively design processes and preventive measures to eliminate any complaints and service delivery shortfalls
Ensure all front of house areas including the lounge are always immaculately presented
Data processing and management of databases, ensuring accurate and timely import of information
Actively participate and support all Beyond: Front of House initiatives to elevate customer experience delivery
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 Facilities Management team
Carry out daily/weekly walk arounds to personally engage with the occupiers
Practice quality assurance inspections (internal & external)
Ensure you perform your duties to the highest degree of dedication and commitment
Qualifications
Expertise & Professional Development
You are the ‘go to’ person in your area of expertise/specialty for questions from your colleagues, clients and customers
You are solutions focused, advising colleagues and stakeholders with solutions not problems
Excellent knowledge of MS Office and social media platform management
You demonstrate a keen interest in new technology and adoption strategies
You have FOH/Events background in the hospitality sector
Commercial Awareness & Value Add
You are aware of the property’s financial and business objectives
You actively look for best practice ways of working, encouraging CX team interactions with clients, customers, guests and stakeholders
You are confidently able to implement Beyond: Front of House department’s onsite succession plan
You possess commercial awareness and awareness of latest customer experience market trends
You identify new initiatives for enhancing customer experiences
Innovative Thinking & Agility
You display creative and innovative thinking to deliver best in class CX
You will demonstrate a sense of urgency
Communication & Managing Expectations
You actively listen and interpret key information from and to clients, customers, colleagues and service partners
You manage and exceed expectations by prioritizing tasks
You can tailor your message to different stakeholders to ensure that the correct message is received
You will strive to anticipate needs and exceed expectations
You will communicate to provide required information as well as offer prompt resolutions
Additional Information
Service Excellence
• You demonstrate and role model the key behaviours of service excellence.
• You continually go above and beyond the expectation of your team and stakeholders
• You preempt the work required ensuring you are always delivering high levels of service
• Be flexible and open minded and positively adapt to any reasonable changes to your role (duties &
responsibilities) proposed by your line manager and/or the Client
High Quality Work
• You continuously look to improve the quality of your work and ensure quality control
• You demonstrate excellent organizational and time management skills
Productivity & Efficiency
• You challenge where you see that time is wasted and tasks could be delivered more efficiently by focusing your
energy on those tasks that are within your control
• Possess excellent oral and written communication skills
• Ability to produce detailed building management reports
Collaboration
• You have strong trusting relationships and promote a culture of information sharing and cross working
relationships
• You will create a positive and collaborative working environment
