Customer Experience Team Member

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.

ROLE

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. 

The main purpose of the role is to maintain a presence on the front reception desk offering assistance to all personnel visiting and utilising the building from daily visitors to permanent tenants. Sustain a professional outlook to delivering an exceptional service and creating a lasting impression to all.

Key Responsibilities

• Ensure the highest standards in presentation at the property or properties are maintained at all times. Reception area is kept clean, tidy and welcoming and to five star audit standards.
• Personal appearance is to be of a very high standard at all times.  A courteous, professional, helpful nature must be displayed at all times. If a uniform is supplied it must be kept in an acceptable and clean condition at all times.
• To carry out duties in accordance with instructions by your Reception Manager, Services Line Manager, Building Manager/Supervisor/RFM.
• To comply at all times with the concierge processes and procedures and standards of work assigned to the property or properties.
• Establish a professional working relationship with all of the staff, tenants and contractors of the property or properties and be the first point of contact for the building.
• Meet and greet all visitors reporting to the reception desk and maintain an accurate log of all visitors’ records via building visitor management system,
• Where possible each occupying tenant should be contacted prior to allowing a visitor beyond reception, to obtain their authority.
• To promptly assist and direct all visitors to the site in getting to their required location/contact within the building.
• To answer the telephone and on-site intercom system for all tenant queries in a professional manner.
• To maintain a physical presence at the reception desk it is not to be left unmanned at any time during building opening hours. 
• To deal with all queries on site efficiently and professionally and as appropriate direct queries to third parties for action, ensuring the person raising the query is informed of the action taken, the expected outcome and the timeframe involved.
• To sign in deliveries for the tenants. To document the delivery on the required paperwork and to obtain a signature from the tenants (upon providing evidence of ID) when they collect the goods
• To acquire working knowledge of the property / properties systems and procedures to enable you to take control of the property during team members absences.
• The employee is not to undertake any task that may be a risk to their health and safety unless suitably trained.
• To assist other employed staff, building occupiers and visitors in the event of an emergency. (site specific training will be provided).
• To comply with and ensure that the landlord obligation for health and safety and fire precautions are always met. To ensure that contractors arriving on site adhere fully, to requirements for contractor management and site H&S in line with the company and site procedures.
• To assist with development, planning, and implementation of site events and pop-ups.
• Develop and lead monthly service review meetings with site team and Savills operations manager.
• To be aware of and abide by all rules, terms and conditions of the company at all times
• To have general knowledge of Microsoft Software systems including outlook, excel and word.
• To have basic understanding of health and safety knowledge.

1. excellent verbal and written communication.
2.  
3. General Education to GCSE standard or equivalent standard.

1. Reliable, helpful and well presented.

1. Team player with strong customer service skills, able to provide a helpful and polite service.

1. Pleasant telephone manner and efficiency in relaying messages and taking instructions.

1. Excellent communication skills.

1. Ability to deal with confidential information.

1. Good organisational and time management skills.

Careful and conscientious with an aptitude for attention to detail.

1. Willingness and ability to learn on the job, keen to undertake training and career development.
2. Solid Corporate Customer Service Experience
3.  
4. A bubbly, positive attitude, and a visable passion for customer services.