Customer Experience Team Leader

at  Colliers International EMEA

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 brokerage sales and leasing (landlord and tenant representation), real estate management, 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) 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 the Beyond: Front of House brand.

Job Description

• Basics done better – Ensure the fundamentals of customer services are followed and delivery to the highest standards
• Deliver a warm welcome and a fond farewell to clients, occupiers, visitors
• Ensure front of house areas are always immaculately presented
• Follow Colliers Beyond: Front of House standard operating procedures and guidelines
• Actively participate and execute all Beyond: Front of House initiatives to enhance CX delivery
• Adhere to Colliers H&S protocols
• Responding to telephone or email enquiries from internal or external clients in a professional and ensuring appropriate follow up on any actions as required
• Ensure property visitor management processes are strictly followed
• Deal with complaints and offer prompt resolutions, escalate where necessary
• 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
• Support Colliers initiatives to elevate customer experiences (occupier & community engagement, social media and social value)
• Ensure temporary team members are trained as per Colliers International’s 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
• Build professional relationships with clients, occupiers, guests and stakeholders
• Carry out Quality Assurance Checks/walk arounds (inside and outside the building) to ensure the property always presents itself in pristine condition, and report any faults/items for repair to the Customer Experience Manager
• Proactively offer concierge services such as dry-cleaning pick up & drop off, restaurant reservation, transport arrangements etc
• Practice lobby hosting on a daily basis as specified by the property management leadership team
• Ensure the lobby guest lounge is tidy and well presented at all times

Please refer the Job description for details