Customer Experience Team member

Colliers International 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.

• 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

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

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