Customer Experience Team Member

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 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 the Customer Experience team member at Bourn is a dynamic and visionary role, working with (and reporting to) the Bourn property management & transformation team, to create a vibrant, dynamic, and innovative estate. You will have the unique opportunity to build an exciting destination in the heart of Coventry, with customer experience, community, wellbeing, sustainability, and technology at its core.

• Basics done better – ensure the fundamentals of customer services, as outlined in Colliers ‘Beyond’ procedures and guidelines, are followed closely and delivered to the highest standards.
• 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 estate.
• Creating bespoke CX strategies and executing community, customer & social value engagement initiatives, working closely with the Beyond leadership team, to elevate all customer interactions and build strong, loyal and lasting relationships.
• Maintaining and producing CX specified reports (pre and post event data), illustrating operational statistics etc.
• Obtain and evaluate CX feedback from customers, guests and stakeholders, draft improvement action plans.
• Launch & maintain property social media handles
• Responding to all telephone or email enquiries from internal or external clients in a professional manner, ensuring appropriate follow up on any actions as required.
• Ensure the estate is always immaculately presented.
• Ensure temporary team members are trained as per Beyond: Front of House standards and maintain training records.
• Create and maintain Beyond Experience guide
• Identify opportunities to enhance the customer experiences by being innovative and creative
• Actively participate and support all Beyond: Front of House initiatives to elevate customer experience delivery
• Obtain and evaluate CX feedback from customers, guests and stakeholders, draft improvement action plans
• Map customer journeys in order to identify CX enhancement opportunities
• Create, plan and execute community, occupier, social media & social value engagement initiatives working closely with the Beyond CX leadership team (design property content planner for each of the above sections)
• Responsible for the day-to-day operations
• Lead by example and inspire wider onsite teams
• Daily walk arounds and inspections as appropriate, personally engaging with the customers
• Actively managing all Health & Safety matters relating to the estate, ensuring the highest levels of compliance and legal requirements are achieved.
• Managing all planned, proactive and reactive estate operations, in person or via online systems where appropriate, ensuring these are provided the highest levels of service and appropriate evidence is recorded on site and using online systems.
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• Maintain a record of all contracts which are in force and compliant, ensuring these are recorded using online systems.
• Willing to travel to meetings/trainings as required.
• Assisting with the setting, managing, monitoring, and achieving of service charge budget targets.
• Achieve ESG targets geared towards transforming the estate into a community hub for sound environmental performance and wellbeing
• Promoting sustainability initiatives with the occupiers, ensuring 100% adoption is achieved
• Recording and reporting efficiency on sustainability success – data collection and analytics

• 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 Outlook, Word, Excel, and PowerPoint.
• You have experience with or are willing to learn CAFM reporting systems such as eLogbooks, Meridian, TRAMPS and RiskWise.

Commercial Awareness & Value Add

• You perform your duties with an awareness of the Beyond: Front of House CX team’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 execute and implement onsite CX 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

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 property management and sustainability performance 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

Personal Development

• You actively request, take on board and action any feedback to develop, as well as provide positive and constructive feedback to CX team
• You seek out and attend relevant personal and professional development such as training courses, new projects, and assignments 

Professional Conduct & Integrity

• You are aware and can identify where professional conduct and integrity should be challenged, and act as a role model and advocate Colliers values

Diversity & Inclusion

• You are involved in the Balance in Business initiatives for the organization and promote a culture of inclusivity free of bias, calling out inappropriate behaviours and conduct

Community

• You represent Colliers in community groups at internal and external events and look at how the CX team can have an impact to the wider internal and external community