Company Description
Colliers is a global leader in commercial real estate services, providing strategic solutions to occupiers, developers, and investors at local, national, and international levels. Our services include brokerage sales and leasing, real estate management, valuation, consulting, project management, project marketing, and research. We operate across core sectors such as office, industrial, retail, and hotel, as well as a range of specialized property types.
Colliers UK is headquartered in London, with over 1,200 professionals across 16 offices in 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.
Job Description
• Deliver a warm welcome and a fond farewell to clients, occupiers, visitors
• Ensure front of house areas are always immaculately presented
• Follow Colliers International’s Beyond: Front of House standard operating procedures and guidelines
• Actively participate in all Beyond: Front of House initiatives to enhance CX delivery
• Adhere to Colliers International’s 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 Internationals’ initiatives to elevate customer experiences
• Ensure temporary team members are trained as per Colliers International’s standards and maintain training records
• Firmly abide by Colliers International’s grooming standards
• Log any property faults/issues with the helpdesk and inform the Facilities Management team
• Build professional relationships with clients, occupiers, guests and stakeholders
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
Qualifications
• 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
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
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 International professional.
• You are aware and can recall the Colliers International’s values, vision and mission
• You understand the importance of diversity & inclusion in everything you and Colliers International does
Community
• You understand the importance of community within Colliers International’s business and the wider community too
