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 brokerage sales and leasing (landlord and tenant representation), real estate management, 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 1200 specialists throughout 16 offices across the UK and Ireland.
Job Description
The Customer Experience (CX) Manager is responsible for developing and implementing a customer experience strategy that enhances engagement and delivers the highest levels of satisfaction for clients, customers, guests, and service partners. The role focuses on evaluating every customer touchpoint to create seamless, memorable experiences across the property.
As a key ambassador for the Beyond: Front of House brand, the CX Manager leads by example, setting service standards and acting as a role model for onsite teams. The role ensures best practices are consistently maintained while driving initiatives that elevate the overall customer journey and strengthen stakeholder relationships.
- Deliver high-quality front-of-house service, ensuring exceptional customer experience standards.
- Lead by example, fostering teamwork and collaboration across onsite teams.
- Welcome and assist clients, customers, guests, and stakeholders, building strong professional relationships.
- Manage customer enquiries and complaints, ensuring prompt resolution and follow-up.
- Implement and support Customer Experience (CX) initiatives to drive satisfaction and loyalty.
- Maintain immaculate presentation of front-of-house areas and oversee daily lobby hosting.
- Monitor customer journeys, gather feedback, and implement service improvement actions.
- Ensure compliance with Beyond: Front of House procedures, policies, and dress standards.
- Maintain accurate data, reports, and training records.
- Coordinate community, occupier engagement, and social media initiatives.
- Report property issues, support facilities management, and conduct quality assurance checks.
- Process invoices, monitor expenditure, and assist with financial reconciliation.
- Act as occupier liaison, support viewings, and assist with emergency planning and fire management.
Qualifications
- Strong leadership and ability to lead by example.
- Excellent communication and stakeholder relationship management.
- Customer focused mindset with a passion for delivering exceptional experiences.
- Strong organisation, attention to detail, and ability to manage multiple priorities.
- Collaborative, proactive, and adaptable approach to teamwork and service improvement.
- Customer experience strategy and customer journey analysis.
- Front-of-house operations and a high-level of customer service delivery.
- Data management, reporting, and feedback analysis.
- Social media and community engagement coordination.
- Facilities coordination, compliance, and risk awareness.
- Financial administration including invoice processing and expenditure monitoring.
Additional Information
Please tell us what would help you take part and give enough practical detail for us to arrange it. We will handle your request confidentially, and it will not affect how you are assessed. We make reasonable adjustments in line with the Equality Act 2010.
At Colliers, we empower people to perform at their best. As a Disability Confident Employer, we want every candidate to feel welcome. If anything would help you take part in our process, such as extra time or rest breaks, step-free access, or a different interview format, please tell us in your application. You are not expected to share a diagnosis or medical history.
Colliers is proud to be an equal opportunities employer. We do not discriminate on the basis of age; disability; gender; gender reassignment; marriage and civil partnership; pregnancy and maternity; race (including colour, nationality and ethnic or national origins); religion or belief; sex; or sexual orientation. We also value diverse experience and neurodiversity.
*Any CVs, Candidate details or Introductions sent directly to Colliers employees without a prior written mandate from the Colliers UK Talent Acquisition or HR Team shall be deemed unsolicited and provided voluntarily.
In such cases, Colliers shall have no obligation to pay any introduction, recruitment or placement fee, and may engage or hire the Candidate without liability to the Agency.
