Company Description
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 real estate management, brokerage sales and leasing (landlord and tenant representation), 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.
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. The CX Manager is responsible for assessing every interaction touchpoint with a mindset to deliver the most memorable experiences. The CX Manager will lead by example and be a role model for the onsite teams, acting as an advocate for Beyond: Front of House brand by maintaining best practices.
Job Description
* Ensure the fundamentals of customer service are followed and delivered 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.
* 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 the 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.
* Respond to telephone or email inquiries 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, escalating 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 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, drafting improvement action plans.
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 the purpose of tenders.
* Maintain logbooks and use the permit to work system.
Commercial Awareness & Value Add
* You are aware of the property’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 design Beyond: Front of House department’s onsite succession plan.
* You possess commercial awareness and awareness of the 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 strive to anticipate needs and exceed expectations.
* You communicate to provide required information as well as offer prompt resolutions.
Service Excellence
* You demonstrate and role model the key behaviors of service excellence.
* You continually go above and beyond the expectations 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 create a positive and collaborative working environment.
Qualifications
Service Excellence
* You are results and impact-focused and go the extra mile to deliver the best CX.
* You show resilience, 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 the 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 for 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 behaviors 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 on the wider internal and external community.
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