Company Description
The role of Customer Experience (CX) manager is to create a CX enhancement strategy for their property to achieve the highest Client, Customer, guest and service partner satisfaction. CX manager is responsible to assess every interaction touchpoint with a mindset to deliver the most memorable experiences. CX manager will lead by example and be a role model for the onsite teams. CX manager will act as advocate for Beyond: Front of House brand by maintaining best practices.
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.
* 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
* 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 demonstrate knowledge and awareness of property H&S and Compliance, building management, onsite service partner liaison & performance management.
* You are willing to learn CAFM reporting systems such as Meridien, RiskWise.
* Demonstrate understanding of the service charge.
* Understanding of service contracts and assist with putting together service specifications for purpose of tenders.
* Maintain elogbooks and use permit to work system.
Commercial Awareness & Value Add
* You are aware of the building’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 Beyond: Front of House department’s onsite 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.
Additional Information
Service Excellence
* You demonstrate and role model the key behaviors 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 building management 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.
Service Excellence
* You are results and impact focused and go the extra mile to deliver the best CX.
* You show reliance, even when under pressure and during challenging times.
* You have an excellent change management mindset.
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 your CX team can have an impact to the wider internal and external community.
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