Corporate Receptionist

at  Colliers International

CUSTOMER EXPERIENCE

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.
· Be responsible for carrying out necessary tasks in the BM’s absence to ensure smooth operation.
· Ensure front of house areas are always immaculately presented
· Actively participate and execute all Beyond: Front of House initiatives to enhance CX delivery
· Identify opportunities to enhance the customer experiences by being innovative and creative
· 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, occupiers, guests and stakeholders
· 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
· 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
· Proactively offer concierge services such as dry-cleaning pick up & drop off, restaurant reservation, transport arrangements etc
· Key and fob access management in accordance with the site’s access procedure.
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.

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 can maintain relationships that foster positive collaboration.

The role of Customer Experience (CX) team member is to deliver memorable instances to our clients, occupiers, visitors 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 their building and for the Beyond: Front of House brand.