Job Description
* Basics done better – Ensure the fundamentals of customer services are followed and delivery to the highest standards
* Lead by example and inspire wider onsite teams
* Deliver a warm welcome and a fond farewell to clients, customers and guests
* Responsible for the day to day operation of the building
* Track, oversee and optimize all customer interactions to build strong relationships with all stakeholders
* Establish team spirit and collaboration
* Increase client, customer, guest and service partner loyalty and achieve highest satisfaction ratings
* Create bespoke CX enhancement plans to drive positive outcomes and customer retention
* Follow Beyond: Front of House standard operating procedures and guidelines
* Responding to telephone or email enquiries from internal or external clients in a professional manner, ensuring appropriate follow up on any actions as required
* Ensure property guest management processes are strictly followed
* Deal with complaints and offer prompt resolutions, escalate where necessary
* Ensure all front of house areas are always immaculately presented
* 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
* Actively participate and support all Beyond: Front of House initiatives to elevate customer experience delivery
* Ensure temporary team members are trained as per Beyond: Front of House 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
* Obtain and evaluate CX feedback from customers, guests and stakeholders, draft improvement action plans
* Mapping property customer journeys in order to identify CX enhancement opportunities
* Proactively design processes and preventive measures to eliminate any complaints and service delivery shortfalls
* Build professional relationships with clients, customers, guests and stakeholders
* Maintain and produce specified reports such as onsite holiday planner, CX initiatives plan (pre and post execution data) etc.
* Be prepared to work on reception to cover for any gaps in security hours and cover for breaks
* Plan and execute community, occupier & social value engagement initiatives working closely with the Beyond leadership team (design property content planner for each of the above sections)
* Launch & maintain property social media handles, create a social media content planner
* Ensure you perform your duties to the highest degree of dedication and commitment
* Practice lobby hosting on a daily basis as specified by the property management leadership team
* Monitor property CCTV to ensure safety and security is maintained.
* Carry out property quality assurance checks at the property (inside and outside) as specified by the RFM
* Ensure the lobby and guest lounge is tidy and well presented at all times
* Keep (S2 Riskwise) risk and compliance updated
* Assist the RFM with processing of invoices, and monitoring of expenditure
* Be helpful and assist marketing agents to show potential new occupiers vacant spaces
* Act as fire manager in fire emergencies
* Assist RFM in preparing emergency planning and business continuity documentation.
* Management of contractor
* Be the occupier liaison, hold occupier meetings and organize any occupier access as required
Qualifications
Expertise & Professional Development
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o You are the ‘go to’ person in your area of expertise/specialty for questions from your colleagues, clients and customers
o You are solutions focused, advising colleagues and stakeholders with solutions not problems
o Excellent knowledge of MS Outlook, Word, Excel and PowerPoint
o You demonstrate knowledge and awareness of property H&S and Compliance, building management, onsite service partner liaison & performance management.
o You are willing to learn CAFM reporting systems such as Meridien, RiskWise.
o Demonstrate understanding of the service charge
o Understanding of service contracts and assist with putting together service specifications for purpose of tenders.
o Maintain elogbooks and use permit to work system
Commercial Awareness & Value Add
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o You are aware of the building’s financial and business objectives
o You actively look for best practice ways of working, encouraging CX team interactions with clients, customers, guests and stakeholders
o You are confidently able to execute Beyond: Front of House department’s onsite succession plan
o You possess commercial awareness and awareness of latest customer experience market trends
o You identify new initiatives for enhancing customer experiences
Innovative Thinking & Agility
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o You display creative and innovative thinking to deliver best in class CX
o You will demonstrate a sense of urgency
Communication & Managing Expectations
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o You actively listen and interpret key information from and to clients, customers, colleagues and service partners
o You manage and exceed expectations by prioritizing tasks
o You can tailor your message to different stakeholders to ensure that the correct message is received
o You will strive to anticipate needs and exceed expectations
o You will communicate to provide required information as well as offer prompt resolutions
Additional Information
Service Excellence
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o You demonstrate and role model the key behaviors of service excellence.
o You continually go above and beyond the expectation of your team and stakeholders
o You preempt the work required ensuring you are always delivering high levels of service
o 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
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o You continuously look to improve the quality of your work and ensure quality control
o You demonstrate excellent organizational and time management skills
Productivity & Efficiency
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o 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
o Possess excellent oral and written communication skills
o Ability to produce detailed building management reports
Collaboration
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o You have strong trusting relationships and promote a culture of information sharing and cross working relationships
o You will create a positive and collaborative working environment
Service Excellence
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o You are results and impact focused and go the extra mile to deliver the best CX
o You show reliance, even when under pressure and during challenging times
o You have an excellent change management mindset
Personal Development
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o You actively request, take on board and action any feedback to develop, as well as provide positive and constructive feedback to CX team
o You seek out and attend relevant personal and professional development such as training courses, new projects and assignments
Professional Conduct & Integrity
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o 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
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o 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
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o You represent Colliers in community groups at internal and external events and look at how your CX team can have an impact to the wider internal and external community