Customer Experience Manager
London, GB
2d ago

Job Description

  • Basics done better Ensure the fundamentals of customer services are followed and delivery to the highest standards
  • Lead by example and inspire wider onsite teams
  • 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 estate.
  • Track, oversee and optimize all customer interactions to build strong relationships with all stakeholders
  • Establish team spirit and collaboration
  • Increase client, customer, guest and service partner loyalty and achieve highest satisfaction ratings
  • Create bespoke CX enhancement plans to drive positive outcomes and customer retention
  • Follow Beyond : Front of House standard operating procedures and guidelines
  • Responding to telephone or email enquiries from internal or external clients in a professional manner, ensuring appropriate follow up on any actions as required
  • Ensure property guest management processes are strictly followed
  • Deal with complaints and offer prompt resolutions, escalate where necessary
  • Ensure all front of house areas are always immaculately presented
  • 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
  • Actively participate and support all Beyond : Front of House initiatives to elevate customer experience delivery
  • 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
  • Obtain and evaluate CX feedback from customers, guests and stakeholders, draft improvement action plans
  • Mapping property customer journeys in order to identify CX enhancement opportunities
  • Proactively design processes and preventive measures to eliminate any complaints and service delivery shortfalls
  • Responsible for the overall performance of the onsite Team
  • Maintain and produce CX specified reports (pre and post execution data), illustrating operational statistics / data etc.
  • Carry out daily / weekly walk arounds to personally engage with the Occupiers
  • Occupier access as required
  • Practice quality assurance inspections (from the inside and outside), including the terrace to ensure it is always in a neat and presentable condition
  • Be the occupier liaison, conduct occupier meetings and organize any occupier access as required
  • Create, plan and execute community, occupier, social media & social value engagement initiatives working closely with the Beyond CX leadership team (design property content planner for each of the above sections)
  • Launch & maintain property social media handles, create a social media content planner
  • Ensure you perform your duties to the highest degree of dedication and commitment
  • Practice lobby hosting on a daily basis as specified by the property management leadership team
  • Expertise & Professional Development

  • You are the go to’ person in your area of expertise / specialty for questions from your colleagues, clients and customers
  • You are solutions focused, advising colleagues and stakeholders with solutions not problems
  • Excellent knowledge of MS Outlook, Word, Excel and PowerPoint
  • You demonstrate knowledge and awareness of property H&S and Compliance, building management, onsite service partner liaison & performance management.
  • You have events and / or marketing background in the hospitality sector
  • Commercial Awareness & Value Add

  • You are aware of the property’s financial and business objectives
  • You actively look for best practice ways of working, encouraging CX team interactions with clients, customers, guests and stakeholders
  • You are confidently able to implement Beyond : Front of House department’s onsite succession plan
  • You possess commercial awareness and awareness of latest customer experience market trends
  • You identify new initiatives for enhancing customer experiences
  • Innovative Thinking & Agility

  • You display creative and innovative thinking to deliver best in class CX
  • You will demonstrate a sense of urgency
  • Communication & Managing Expectations

  • You actively listen and interpret key information from and to clients, customers, colleagues and service partners
  • You manage and exceed expectations by prioritizing tasks
  • You can tailor your message to different stakeholders to ensure that the correct message is received
  • You will strive to anticipate needs and exceed expectations
  • You will communicate to provide required information as well as offer prompt resolutions
  • Service Excellence

  • You demonstrate and role model the key behaviours of service excellence.
  • You continually go above and beyond the expectation of your team and stakeholders
  • You preempt the work required ensuring you are always delivering high levels of service
  • 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
  • High Quality Work

  • You continuously look to improve the quality of your work and ensure quality control
  • You demonstrate excellent organizational and time management skills
  • Productivity & Efficiency

  • You challenge where you see that time is wasted and tasks could be delivered more efficiently by focusing your energy on those tasks that are within your control
  • Possess excellent oral and written communication skills
  • Ability to produce detailed building management reports
  • Collaboration

  • You have strong trusting relationships and promote a culture of information sharing and cross working relationships
  • You will create a positive and collaborative working environment
  • Personal Development

  • You actively request, take on board and action any feedback to develop, as well as provide positive and constructive feedback to CX team
  • You seek out and attend relevant personal and professional development such as training courses, new projects and assignments
  • Professional Conduct & Integrity

  • You are aware and can identify where professional conduct and integrity should be challenged, and act as a role model and advocate Colliers values
  • Diversity & Inclusion

  • You are involved in the Balance in Business initiatives for the organization and promote a culture of inclusivity free of bias, calling out inappropriate behaviours and conduct
  • Community

  • You represent Colliers in community groups at internal and external events and look at how the onsite CX team can have an impact to the wider internal and external community
  • Additional Information

    Service Excellence

  • You are results and impact focused and go the extra mile to deliver the best CX
  • You show reliance, even when under pressure and during challenging times
  • You have an excellent change management mindset
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