Customer Experience Manager - Birmingham - Ref CWH

  • Brindley Pl, Birmingham, UK
  • 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 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.


· 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

· Maintain Alusta/Basware invoices processing

· Able to monitor expenditure, assist RFM and Property Manager with year-end reconciliation

· 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  

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