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Customer Experience Team Member, Solihull
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Client:
Colliers International EMEA
Location:
Job Category:
Other
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EU work permit required:
Yes
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Job Reference:
0ce6a16b3bbc
Job Views:
3
Posted:
29.06.2025
Expiry Date:
13.08.2025
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Job Description:
Job Description
* Basics done Better - Ensure the fundamentals of customer services are followed and delivery to the highest standards
* Deliver a warm hospitality-style welcome and a fond farewell to clients, customers, and guests, ensuring they receive a unique experience throughout their time at the asset.
* Ensure front of house areas are always immaculately presented
* Manage the coordination of guests, clients, service partners and internal staff
* Manage meeting room bookings for internal and external stakeholders (if applicable)
* Actively participate and execute all Beyond: Front of House initiatives to enhance CX delivery
* 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)
* Follow Colliers Beyond: Front of House standard operating procedures and guidelines
* Ensure property visitor management processes are strictly followed
* Build professional relationships with clients, occupiers, guests and stakeholders
* Deal with complaints and offer prompt resolutions, escalate where necessary
* Adhere to Colliers H&S protocols
* Responding to telephone or email enquiries from internal or external clients in a professional manner, ensuring appropriate follow up on any actions as required
* Data processing and management of databases, ensuring accurate and timely import of information
* 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
* Proactively offer concierge services such as dry-cleaning pick up & drop off, restaurant reservation, transport arrangements etc
* Key and fob access management in accordance with the site’s access procedure.
Expertise & Professional Development
* You understand the importance of building and sharing expertise with clients, occupiers, visitors and stakeholders.
* Good literacy and numeracy skills
* Intermediate knowledge of MS Outlook, Word, Excel and PowerPoint
* Experience in the hospitality sector (hotels, restaurant, aviation, concierge retail) sector is necessary
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
Qualifications
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
* Excellent knowledge of MS Outlook, Word, Excel and PowerPoint
* Possess excellent verbal and written communication skills
Collaboration
* You understand why collaboration is important at Colliers and actively seek opportunities to work with others
Additional Information
Service Excellence
* You understand how the role you do contributes to the overall success of Beyond: Front of House service offering.
* You comply with all company legislative and regulatory requirements, policies and procedures
* 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
* 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
Personal Development
* You will be aware of your areas for development and learn from your mistakes
Professional Conduct & Integrity
* You understand what is required from you as a Colliers professional.
* You are aware and can recall the Colliers values, vision and mission
* You understand the importance of diversity & inclusion in everything you and Colliers does
Community
* You understand the importance of community within Colliers’ business and the wider community too
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