Customer Experience Team Member - Birmingham - Ref CWH

  • Brindley Pl, Birmingham, UK
  • 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) 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.


Job Description

Core Responsibilities

  • Brilliant Basics – 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
  • 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 
  • Carry out Quality Assurance Checks/walk arounds (inside and outside the building) to ensure the property always presents itself in pristine condition, and report any faults/items for repair to the Building Community Manager




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

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
  • You will have a proactive approach and showcase a flexible mindset
  • You will work well individually and as part of the team
  • You will demonstrate a positive mindset towards the changing expectations and market trends

Previous Front of House / Hospitality experience is essential.

Additional Information

No Agencies - We will not recognise any agency introductions.

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