Customer Experience Team Member Coventry, England
Job description
Customer Experience Team Member Bourn
Team Assistant - JOB DESCRIPTION
COLLIERS
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.
Beyond is a front of house management initiative that has been developed by Colliers to deliver a holistic management and training service, adding a new dimension to property management.
Client expectations are changing and we’re changing with them. Front of house is no longer a reception team and building services; front of house is about experience and service.
The focus of Beyond is to provide a superior experience to everyone who walks through the front door and those who work within them.
ROLE
The role of Customer Experience (CX) team member is to deliver memorable instances to our clients, agents, potential occupiers, guests 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 Bourn.
CORE RESPONSIBILITIES
- Ensure the fundamentals of customer services are followed and delivery 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.
- Supporting with onsite marketing initiatives as well as overseeing social media channels and content creating for the digital screen
- Ensure front of house areas are always immaculately presented
- Support Colliers initiatives to elevate customer experiences (occupier & community engagement, social media and social value)
- Follow Colliers Beyond: Front of House standard operating procedures and guidelines
- Ensure property visitor management processes are strictly followed
- Build professional relationships with clients, guest and other key stakeholders (agents & potential occupiers)
- Deal with complaints and offer prompt resolutions, escalate where necessary
- Adhere to Colliers H&S protocols
- Responding to telephone or email enquiries from internal or external clients in a professional manner, ensuring appropriate follow up on any actions as required
- Data processing and management of databases, ensuring accurate and timely import of information
- 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
- Oversee, co-ordinate and arrange any viewings for potential occupiers, and also promote building facilities and offerings
- Acquire extensive knowledge of the premises and the nearby venues, businesses, and local area
- Arrange events, added value services such restaurant reservations, transportation etc.
The Colliers UK competency framework outlines who our people need to be and the behaviours they should display to meet the expectations of clients, colleagues and stakeholders. The 3 competencies encapsulate what a successful professional at Colliers UK looks like for each.
KNOWLEDGE
Knowledge competency refers to: Expertise & professional development, commercial acumen & enterprise, innovative thinking & agility and communication and managing expectations.
The ‘Knowledge’ competency refers to our ability to acquire, develop and use knowledge to benefit clients and colleagues through expertise, commercial awareness and thinking outside the box. It encompasses knowledge of how to communicate effectively & manage stakeholder expectations to achieve end goals and objectives.
Expertise & Professional Development
- You understand the importance of building and sharing expertise with clients, occupiers, visitors and stakeholders.
- Good literacy and numeracy skills
- Experience in the hospitality sector (hotels, sales, events, restaurant, aviation, concierge retail) sector is necessary
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
SKILLS
Skills competency refers to Service excellence, high quality work, productivity & efficiency and collaboration
The ‘Skills’ competency refers to the wide range of skillsets that we expect from our people, delivering continuous levels of service excellence and the importance of consistently high-quality work. We expect our people to be productive and efficient and have the ability to maintain relationships that foster positive collaboration.
Service Excellence
- 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 detail
- You demonstrate excellent organizational and time management skills
Productivity & Efficiency
- You understand the importance of being productive and delivering the objectives
- Intermediate knowledge of MS Outlook, Word, Excel and PowerPoint
- Possess excellent oral and written communication skills
Collaboration
- You understand why collaboration is important at Colliers and actively seek opportunities to work with others
MINDSET
Mindset competency refers to contributing to Colliers success, personal development, professional conduct & integrity, diversity & inclusion and community
The ‘mindset’ competency refers to how our people apply and motivate themselves and their approach to continuous development. It encompasses the consideration of, and outward attitudes towards clients, colleagues, Colliers and the wider community.
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
- 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
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 professional.
- You are aware and can recall the Colliers values, vision and mission
- You understand the importance of diversity & inclusion in everything you and Colliers does
Community
- You understand the importance of community within Colliers & IM Properties’ businesses and the wider community too
Job Type: Full-time
Salary: £22,000.00-£24,000.00 per year
Benefits:
- Company pension
- Gym membership
- Health & wellbeing programme
- Private dental insurance
- Private medical insurance
- Referral programme
- Sick pay
Schedule:
- Monday to Friday
Supplemental pay types:
- Performance bonus
- Yearly bonus
Ability to commute/relocate:
- Coventry, CV1 2TG: reliably commute or plan to relocate before starting work (required)
Work Location: In person
Application deadline: 23/06/2023
Expected start date: 26/06/2023
