Customer Experience Team Member - Part Time, Derby, Colliers

Published 2022-06-24
Expires 2022-07-24
ID #1058776822
Customer Experience Team Member - Part Time, Derby, Colliers
United Kingdom, Derbyshire, Derby,
Published June 24, 2022

Job details:

Job type: Part time
Contract type: Permanent
Salary type: Per annum
Occupation: Customer experience team member - part time

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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) team member is to deliver memorable instances to our clients, occupiers, visitors and stakeholders by forming long lasting relationships. CX team member delivers personalized service at each interaction. CX team members will act as an ambassador for the Beyond: Front of House brand. Basics done better – Ensure the fundamentals of customer services are followed and delivery to the highest standards Deliver a warm welcome and a fond farewell to clients, occupiers, visitors Ensure front of house areas are always immaculately presented Follow Colliers Beyond: Front of House standard operating procedures and guidelines Actively participate and execute all Beyond: Front of House initiatives to enhance CX delivery Adhere to Colliers 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 initiatives to elevate customer experiences (occupier & community engagement, social media and social value) Ensure temporary team members are trained as per Colliers International’s 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 Build professional relationships with clients, occupiers, guests and stakeholders Carry out Quality Assurance Checks/walk arounds (inside and outside the building) to ensure the property always presents itself in pristine condition, and report any faults/items for repair to the Customer Experience Manager Proactively offer concierge services such as dry-cleaning pick up & drop off, restaurant reservation, transport arrangements etc Practice lobby hosting on a daily basis as specified by the property management leadership team Ensure the lobby guest lounge is tidy and well presented at all times Qualifications 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 resolution 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 and actively seek opportunities to work with others Additional Information This is a part time role working 30 hours per week Monday – Friday: 0830 hrs – 1530 hrs, 30 working hours per week

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    Registered on October 7, 2017


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    Marketing is the study and management of exchange relationships. The American Marketing Association has defined marketing as "the activity, set of institutions, and processes for creating, communicating, delivering, and exchanging offerings that have value for customers, clients, partners, and society at large." Marketing is used to create, keep and satisfy the customer. With the customer as the focus of its activities, it can be concluded that Marketing is one of the premier components of Business Management - the other being Innovation.

    Derby ( (listen) DAR-bee) is a city and unitary authority area in Derbyshire, England. It lies on the banks of the River Derwent in the south of Derbyshire, of which it was traditionally the county town. Derby gained city status in 1977, and by the 2011 census its population was 248,700. Derby was settled by Romans – who established the town of Derventio – Saxons and Vikings, who made Derby one of the Five Boroughs of the Danelaw. Initially a market town, Derby grew rapidly in the industrial era. Home to Lombe's Mill, an early British factory, Derby has a claim to be one of the birthplaces of the Industrial Revolution. It contains the southern part of the Derwent Valley Mills World Heritage Site. With the arrival of the railways in the 19th century, Derby became a centre of the British rail industry. Derby is a centre for advanced transport manufacturing, being home to the world's second largest aero-engine manufacturer: Rolls-Royce. Bombardier Transportation are based at the Derby Litchurch Lane Works and were for many years the UK's only train manufacturers. Toyota Manufacturing UK's automobile headquarters is southwest of the city at Burnaston. To the east lies Nottingham, separated by the M1 motorway.

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