Finance Administrator and Customer Experience Team Member

  • Full-time

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 900 specialists throughout 16 offices across the UK and Ireland. 

Job Description

The Financial Operations Administrator will be responsible for providing financial and operational support to Centre Management team.  Whilst also working closely with the Centre Manager and Operations Manager you will assist in maintaining the smooth and efficient day to day running of the Shopping Centre.

Working alongside the Centre Manager and Operations Manager 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.

Responsibilities 

·        Processing of all invoices for payment, utilizing the service charge apportionment matrix. This will include resolving utility queries and business rates processing.

·        Manage financial query resolution.

·        Assist the Centre/Operations Manager’s in the preparation of the Centre service charge, together with the management of budget expenditure, quarterly variance reporting, and reconciliation .

·        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

·        Follow Colliers Beyond: standard operating procedures and guidelines

·        Actively participate and execute all Beyond: 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)

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

·        Carry out Quality Assurance Checks/walk arounds (inside and outside the Shopping Centre) to ensure the property always presents itself in pristine condition, and report any faults/items for repair to the Centre/Operations Manager.

 

Qualifications

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

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 and actively seek opportunities to work with others

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