Overview
A unique opportunity to be a founding member of our Aire Park Customer Experience (CX) team based at 1&3 South Brook St, a brand-new commercial destination for Leeds South Bank. Just 7 mins from Leeds Station, you will initially be based in the exceptionally designed Atrium/Reception area. The role of CX Team Member is to deliver memorable experiences to our clients, occupiers, visitors and stakeholders by forming long lasting relationships and acting as an ambassador for the building and for Aire Park. The role offers growth and development as part of a team that will grow with the next commercial phase of 75,000 sq ft due to complete Autumn 25.
Responsibilities
* Identify opportunities to enhance the customer experiences by being innovative and creative
* Ensure the fundamentals of customer services are followed and delivered 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 Park
* Ensure front of house areas are always immaculately presented
* Support the Aire Park team’s initiatives to elevate customer experiences (occupier & community engagement, social media and social value)
* Identify opportunities to engage and collaborate with local businesses, community groups and with Leeds City Council for the benefit of the Aire Park community
* 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
* Assist the management team in maintaining and updating content for the Aire Park occupier service app
* Adhere to Aire Park’s H&S protocols
* Respond to telephone or email enquiries from internal or external clients in a professional manner, ensuring appropriate follow up on any actions
* Actively participate and execute all Beyond: Front of House initiatives to enhance CX delivery
* Follow Beyond: Front of House standard operating procedures and guidelines
* 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 Aire Park Estates Team
* Proactively offer concierge services such as dry-cleaning pick up & drop off, restaurant reservations, 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 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
* You understand the key components of service excellence
* You continuously demonstrate delivery of exceptional customer experiences
* 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
* You understand the importance of being productive and delivering the objectives
* Intermediate knowledge of MS Outlook, Word, Excel and PowerPoint
* You possess excellent oral and written communication skills
* Experience in the hospitality sector is desirable
Additional Information
At Colliers, we are committed to providing an inclusive and accessible recruitment process. In line with the Equality Act 2010, we will accommodate any suitable candidate requiring assistance to attend or conduct an interview. If you need any adjustments or support, please let us know when either scheduling your interview or in your application cover letter. We are dedicated to ensuring that everyone has an equal opportunity to succeed and are here to support you throughout the process.
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