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Colliers is a global leader in commercial real estate services, providing strategic solutions to occupiers, developers, and investors at local, national, and international levels. Our services include brokerage sales and leasing, real estate management, valuation, consulting, project management, project marketing, and research. We operate across core sectors such as office, industrial, retail, and hotel, as well as a range of specialized property types.
Colliers UK is headquartered in London, with over 1,200 professionals across 16 offices in the UK and Ireland.
Job Description
CUSTOMER EXPERIENCE
* Ensure the fundamentals of customer service, as outlined in Colliers’ ‘Beyond’ procedures and guidelines, are followed and delivered to the highest standards.
* Obtain and evaluate CX feedback from customers, guests, and stakeholders; draft improvement action plans.
* Launch & maintain property social media handles; create a social media content planner for each asset.
* Design and carry out occupier and guest satisfaction surveys, as well as mystery shopper audits.
* Carry out CX assessments at each property as specified.
* Lead by example and demonstrate best practices for all Beyond teams to follow and adhere to.
* Track, oversee, and optimize all customer interactions across assets to build strong relationships with all stakeholders (internal & external).
* Maintain an up-to-date beyond service overview file.
* Make arrangements for travel, accommodation, F&B, meeting rooms, etc., as requested.
* Research and source products and services as per business/client needs; submit cost proposals, managing expectations.
* Map customer journeys to identify CX enhancement opportunities.
COMMUNITY SUCCESS
* Create site plans and execute community, customer & social value engagement initiatives to elevate customer interactions and build loyalty.
* Manage content/engagement plans for properties across the Beyond portfolio.
* Conduct site walk-arounds and inspections, engaging personally with customers.
* Hold monthly documented 121s with onsite team members to discuss engagement plans, social value data, success stories, and feedback.
* Achieve high occupier satisfaction ratings for beyond services.
* Build and maintain a supplier database for engagement events/activities.
* Produce CX reports illustrating operational statistics and data.
* Contribute to ESG targets to improve environmental performance and wellbeing.
* Record and report success stories/case studies.
* Meet CX Managers onsite, especially during key events, to ensure quality service delivery.
* Manage the recruitment process for the Beyond team (job adverts, screening, interviews).
* Oversee monthly social media reports and content quality assurance.
* Propose new initiatives to enhance CX.
* Carry out digital marketing tasks, produce digital content (newsletters, proposals, infographics) using MS Office & Canva.
* Maintain CX Team Channel content.
* Deliver vlogs/blogs as specified.
* Ensure new beyond assets are mobilized according to standards.
Commercial Awareness & Value Add
* Encourage best practices and interactions with clients, customers, and stakeholders.
* Execute the Front of House department’s onsite succession plan confidently.
* Maintain commercial acumen regarding market conditions, expectations, products/services, and costs.
* Experience in hospitality, events, and digital marketing is essential.
Innovative Thinking & Agility
* Demonstrate creative and innovative thinking to deliver top-tier CX.
* Show a sense of urgency.
Communication & Managing Expectations
* Actively listen and interpret key information from clients, colleagues, and partners.
* Manage and exceed expectations by prioritizing tasks.
* Tailor messages for different stakeholders to ensure clarity.
* Anticipate needs and strive to exceed expectations.
* Communicate effectively to provide information and prompt resolutions.
Qualifications
Service Excellence
* At least 1 year managing digital campaigns and events, with social media and community engagement experience.
* Minimum 2 years in a Front of House Manager role within hospitality or guest-facing environments.
* Demonstrate key behaviors of service excellence and go beyond stakeholder expectations.
High-Quality Work
* Continuously improve work quality and ensure quality control.
* Excellent organizational and time management skills.
Productivity & Efficiency
* Identify and implement efficiencies in tasks.
* Excellent oral and written communication skills.
* Ability to produce detailed CX reports.
Collaboration
* Build trusting relationships and promote a culture of information sharing and teamwork.
* Create a positive, collaborative work environment.
Additional Information
Service Excellence
* Results-oriented, committed to delivering excellent CX.
* Resilient under pressure, with a strong change management mindset.
* Flexible and adaptable to role changes.
Personal Development
* Actively seek and act on feedback; pursue professional growth opportunities.
Professional Conduct & Integrity
* Uphold professional conduct and integrity, embodying Colliers’ values.
Diversity & Inclusion
* Participate in initiatives promoting inclusivity and bias-free culture.
Community
* Represent Colliers in community groups and contribute to wider community impact.
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Management
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