Job Description

ROLE

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 personalised service at each interaction. CX team members will act as an ambassador for the Beyond: Front of House brand.

CORE RESPONSIBILITIES

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
Customer Experience Team Member Office Building

Team Assistant - JOB DESCRIPTION

The Colliers International UK competency framework outlines who our people need to be and the behaviours they should display to meet the expectations of

clients, colleagues and stakeholders. The 3 competencies encapsulate what a successful professional at Colliers International UK looks like for each.

KNOWLEDGE

Knowledge competency refers to: Expertise & professional development, commercial acumen & enterprise, innovative

thinking & agility and communication and managing expectations.

The 'Knowledge' competency refers to our ability to acquire, develop and use knowledge to benefit clients and colleagues

through expertise, commercial awareness and thinking outside the box. It encompasses knowledge of how to

communicate effectively & manage stakeholder expectations to achieve end goals and objectives.

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
SKILLS

Skills competency refers to Service excellence, high quality work, productivity & efficiency and collaboration

The 'Skills' competency refers to the wide range of skillsets that we expect from our people; delivering continuous levels of

service excellence and the importance of consistently high-quality work. We expect our people to be productive and efficient

and have the ability to maintain relationships that foster positive collaboration.

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 Intermediate knowledge of MS Outlook, Word, Excel and PowerPoint Possess excellent oral and written communication skills
Collaboration

You understand why collaboration is important at Colliers International and actively seek opportunities to work with others
MINDSET

Mindset competency refers to contributing to Colliers success, personal development, professional conduct & integrity, diversity & inclusion and community

The 'mindset' competency refers to how our people apply and motivate themselves and their approach to continuous development. It encompasses the consideration of, and outward attitudes towards clients, colleagues, Colliers and the wider community.

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
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 International professional. You are aware and can recall the Colliers International's values, vision and mission You understand the importance of diversity & inclusion in everything you and Colliers International does
Community

You understand the importance of community within Colliers International's business and the wider community too
Job Types: Full-time, Permanent

Pay: 26,000.00-29,000.00 per year

Benefits:

Company pension Life insurance Private medical insurance Referral programme
Work Location: In person

Reference ID: Corporate Receptionist