Customer Experience Team Member - Birmingham - Ref CWH
- 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. We are currently recruiting as part of our ongoing growth ambition across our residential business.
The role of Customer Experience (CX) manager is to create a CX enhancement strategy for their property to achieve the highest Client, Customer, guest 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 teams. CX manager will act as advocate for Beyond: Front of House brand by maintaining best practices.
Job Description
CORE RESPONSIBILITIES
- Basics done better – Ensure the fundamentals of customer services are followed and delivery to the highest standards
- Lead by example and inspire wider onsite teams
- Deliver a warm welcome and a fond farewell to clients, customers and guests
- 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, customer, guest and service partner loyalty and achieve highest satisfaction ratings
- Create bespoke CX enhancement plans to drive positive outcomes and customer retention
- Follow Beyond: Front of House standard operating procedures and guidelines
- Responding to telephone or email enquiries from internal or external clients in a professional manner, ensuring appropriate follow up on any actions as required
- Ensure property guest management processes are strictly followed
- Deal with complaints and offer prompt resolutions, escalate where necessary
- Ensure all front of house areas are always immaculately presented
- 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
- Actively participate and support all Beyond: Front of House initiatives to elevate customer experience delivery
- Ensure temporary team members are trained as per Beyond: Front of House 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
- Obtain and evaluate CX feedback from customers, guests and stakeholders, draft improvement action plans
- Mapping property customer journeys in order to identify CX enhancement opportunities
- Proactively design processes and preventive measures to eliminate any complaints and service delivery shortfalls
- Build professional relationships with clients, customers, guests and stakeholders
- Maintain and produce specified reports such as onsite holiday planner, CX initiatives plan (pre and post execution data) etc.
- Be prepared to work on reception to cover for any gaps in security hours and cover for breaks
- Plan and execute community, occupier & social value engagement initiatives working closely with the Beyond leadership team (design property content planner for each of the above sections)
- Launch & maintain property social media handles, create a social media content planner
- Ensure you perform your duties to the highest degree of dedication and commitment
- Practice lobby hosting on a daily basis as specified by the property management leadership team
- Monitor property CCTV to ensure safety and security is maintained.
- Carry out property quality assurance checks at the property (inside and outside) as specified by the RFM
- Ensure the lobby and guest lounge is tidy and well presented at all times
- Keep (S2 Riskwise) risk and compliance updated
- Assist the RFM with processing of invoices, and monitoring of expenditure
- Be helpful and assist marketing agents to show potential new occupiers vacant spaces
- Act as fire manager in fire emergencies
- Assist RFM in preparing emergency planning and business continuity documentation.
- Management of contractor
- Be the occupier liaison, hold occupier meetings and organize any occupier access as required
KNOWLEDGE:
Expertise & Professional Development
- You are the ‘go to’ person in your area of expertise/specialty for questions from your colleagues, clients and customers
- 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, onsite service partner liaison & performance management.
- You are willing to learn CAFM reporting systems such as Meridien, RiskWise.
- Demonstrate understanding of the service charge
- Understanding of service contracts and assist with putting together service specifications for purpose of tenders.
- Maintain elogbooks and use permit to work system
Commercial Awareness & Value Add
- You are aware of the building’s financial and business objectives
- You actively look for best practice ways of working, encouraging CX team interactions with clients, customers, guests and stakeholders
- You are confidently able to execute Beyond: Front of House department’s onsite succession plan
- You possess commercial awareness and awareness of latest customer experience market trends
- You 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, customers, 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
SKILLS:
Service Excellence
- You demonstrate and role model the key behaviors of service excellence.
- You continually go above and beyond the expectation of your team and stakeholders
- You preempt the work required ensuring you are always delivering high levels of service
- Be flexible and open minded and positively adapt to any reasonable changes to your role (duties & responsibilities) proposed by your line manager and/or the Client
High-Quality Work
- You continuously look to improve the quality of your work and ensure quality control
- You demonstrate excellent organizational and time management skills
Productivity & Efficiency
- You challenge where you see that time is wasted and tasks could be delivered more efficiently by focusing your energy on those tasks that are within your control
- Possess excellent oral and written communication skills
- Ability to produce detailed building management reports
Collaboration
- You have strong trusting relationships and promote a culture of information sharing and cross working relationships
- You will create a positive and collaborative working environment
Qualifications
MINDSET:
Service Excellence
- You are results and impact focused and go the extra mile to deliver the best CX
- You show reliance, even when under pressure and during challenging times
- You have an excellent change management mindset
Personal Development
- You actively request, take on board and action any feedback to develop, as well as provide positive and constructive feedback to CX team
- You seek out and attend relevant personal and professional development such as training courses, new projects and assignments
Professional Conduct & Integrity
- You are aware and can identify where professional conduct and integrity should be challenged, and act as a role model and advocate Colliers values
Diversity & Inclusion
- You are involved in the Balance in Business initiatives for the organization and promote a culture of inclusivity free of bias, calling out inappropriate behaviours and conduct
Community
- You represent Colliers in community groups at internal and external events and look at how your CX team can have an impact to the wider internal and external community