Customer Experience Building Manager - Holborn

  • Full-time

Company Description

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 900 specialists throughout 16 offices across the UK and Ireland. 

Job Description

The role of Customer Experience (CX) manager is to create a CX enhancement strategy for their property to achieve the highest Client, Occupier, visitor and service partner satisfaction. CX manager is responsible to assess every interaction touchpoint with a mindset to deliver the most memorable experiences. CX manager will lead by example and be a role model for the onsite CX team. CX manager will act as advocate for Beyond: Front of House brand by maintaining best practices.

 

Your responsibilities will include but not be limited to:

 

·  Lead CX team by example and inspire the wider onsite teams

·  Responsible for the day to day operation of the building

·  Track, oversee and optimize all customer interactions to build strong relationships with all stakeholders

· Establish team spirit and collaboration

· Increase client, occupier, visitor and service partner loyalty and achieve highest satisfaction ratings

· Create bespoke CX enhancement plans to drive positive outcomes and occupier retention

·Obtain and evaluate CX feedback from occupiers, visitors and stakeholders, draft improvement action plans

· Mapping property customer journeys in order to identify CX enhancement opportunities

· Manage onsite CX team conflicts and performance issues in a professional manner, also conduct performance

·Draft a personalization CX strategy for the property to deliver memorable instances

·Constantly revise processes and conduct property analysis to achieve CX excellence

·Provide management support and professional development for onsite CX team

·Proactively design processes and preventive measures to eliminate any complaints and service delivery shortfalls

·Ensure CX team performs their duties to the highest degree of dedication and commitment

· Lead CX team through regular trainings & weekly / monthly 121s (formal and informal)

·Build professional relationships with clients, occupiers, guests and stakeholders  

·Deal with all CX team relation queries/issues in the first instance

·Maintain and produce specified reports such as onsite holiday planner, CX initiatives plan (pre and post execution data) etc.

·Monitor CX team sickness and absences and carry out return to work interviews

Qualifications

Expertise & Professional Development

·  You are the ‘go to’ person in your area of expertise/specialty for questions from your colleagues, client and occupiers

· You are solutions focused, advising colleagues and stakeholders with solutions not problems

·Excellent knowledge of MS Outlook, Word, Excel and PowerPoint

· You demonstrate knowledge and awareness of property H&S and Compliance, building management, contractor management, onsite service partner liaison & management.

Commercial Awareness & Value Add

·You are aware of the Beyond: Front of House CX team’s financial and business objectives

· You actively look for best practice ways of working, encouraging CX team interactions with clients, occupiers, visitors and stakeholders

·You are confidently able to design Beyond: Front of House department’s onsite succession plan

· You possess commercial awareness and latest customer experience market trends

·You inspire CX team to identify new initiatives for enhancing customer experiences

Innovative Thinking & Agility

·You display creative and innovative thinking to deliver best in class CX  

·You will demonstrate a sense of urgency

 

Communication & Managing Expectations

·You actively listen and interpret key information from and to clients, occupiers, colleagues and service partners

·You manage and exceed expectations by prioritizing tasks

·You can tailor your message to different stakeholders to ensure that the correct message is received

·You will strive to anticipate needs and exceed expectations

·You will communicate to provide required information as well as offer prompt resolutions

 

Additional Information

No Agencies - Agency Introductions will not be recognised.

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