Customer Experience Team Leader

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 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, 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 the Beyond: Front of House brand.

• Basics done better – Ensure the fundamentals of customer services are followed and delivery to the highest standards
• Deliver a warm welcome and a fond farewell to clients, occupiers, visitors
• Ensure front of house areas are always immaculately presented 
• Follow Colliers Beyond: Front of House standard operating procedures and guidelines
• Actively participate and execute all Beyond: Front of House initiatives to enhance CX delivery
• Adhere to Colliers H&S protocols
• Responding to telephone or email enquiries from internal or external clients in a professional and ensuring appropriate follow up on any actions as required
• Ensure property visitor management processes are strictly followed
• Deal with complaints and offer prompt resolutions, escalate where necessary
• Data processing and management of databases, ensuring accurate and timely import of information
• Identify opportunities to enhance the customer experiences by being innovative and creative
• Support Colliers initiatives to elevate customer experiences (occupier & community engagement, social media and social value)
• Ensure temporary team members are trained as per Colliers International’s 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 helpdesk and inform the Facilities Management team
• Build professional relationships with clients, occupiers, guests and stakeholders 
• Carry out Quality Assurance Checks/walk arounds (inside and outside the building) to ensure the property always presents itself in pristine condition, and report any faults/items for repair to the Customer Experience Manager
• Proactively offer concierge services such as dry-cleaning pick up & drop off, restaurant reservation, transport arrangements etc
• Practice lobby hosting on a daily basis as specified by the property management leadership team
• Ensure the lobby guest lounge is tidy and well presented at all times

Expertise & Professional Development

• You understand the importance of building and sharing expertise with clients, occupiers, visitors and stakeholders.
• Strong academic background with good Literacy and Numeracy skills
• Intermediate knowledge of MS Outlook, Word, Excel and PowerPoint

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

Service Excellence

• You understand the key components of service excellence and provide a smooth-running 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
• 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

Personal Development

• You will be aware of your areas for development and learn from your mistakes

Professional Conduct & Integrity

• You understand what is required from you as a Colliers professional.
• You are aware and can recall the Colliers values, vision and mission
• You understand the importance of diversity & inclusion in everything you and Colliers does

Community

• You understand the importance of community within Colliers business and the wider community too

At Colliers, we offer an opportunity to be part of a professional team dedicated to creating memorable experiences for our clients. If you are passionate about delivering exceptional service and thrive in a dynamic environment, we invite you to apply.