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.

• Strong academic background with good Literacy and Numeracy skills
• Intermediate knowledge of MS Outlook, Word, Excel and PowerPoint

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 International and actively seek opportunities to work with others

ROLE

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 personalised service at each interaction. CX team members will act as an ambassador for the Beyond: Front of House brand.

CORE RESPONSIBILITIES

• Deliver a warm welcome and a fond farewell to clients, occupiers, visitors
• Ensure front of house areas are always immaculately presented
• Follow Colliers International’s Beyond: Front of House standard operating procedures and guidelines
• Actively participate in all Beyond: Front of House initiatives to enhance CX delivery
• Adhere to Colliers International’s 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 Internationals’ initiatives to elevate customer experiences
• Ensure temporary team members are trained as per Colliers International’s standards and maintain training records
• Firmly abide by Colliers International’s grooming standards
• Log any property faults/issues with the helpdesk and inform the Facilities Management team
• Build professional relationships with clients, occupiers, guests and stakeholders
  Customer Experience Team Member Office Building
  Team Assistant - JOB DESCRIPTION
  The Colliers International 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 International UK looks like for each.