Customer Experience Team Member

Salary not available. View on company website.

Colliers International, Draper's Fields, Coventry

Full time
Permanent
Onsite working

Posted 2 weeks ago, 6 Dec | Get your application in now before you miss out!

Closing date: Closing date not specified

job Ref: b45be89b7e3f448fa6c35a076f48a169

Colliers International

Full Job Description

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

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.
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
You display creative and innovative thinking to deliver best in class CX
You will demonstrate a sense of urgency
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
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
You continuously look to improve the quality of your work and ensure quality control
You demonstrate excellent organizational and time management skills
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
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

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.