Job Specifications
Company Description
Colliers is a global leader in commercial real estate services, providing strategic solutions to occupiers, developers, and investors at local, national, and international levels. Our services include brokerage sales and leasing, real estate management, valuation, consulting, project management, project marketing, and research. We operate across core sectors such as office, industrial, retail, and hotel, as well as a range of specialized property types.
Colliers UK is headquartered in London, with over 1,200 professionals across 16 offices in the UK and Ireland.
Job Description
CUSTOMER EXPERIENCE
Basics done better - ensure the fundamentals of customer services, as outlined in Colliers 'Beyond' procedures and guidelines, are followed and delivered to the highest standards.
Obtain and evaluate CX feedback from customers, guests and stakeholders, draft improvement action plans.
Launch & maintain property social media handles, create a social media content planner for each asset.
Design and carry out occupier and guest satisfaction surveys, as well as mystery shopper audits.
Carry out CX assessments at each property as specified
Lead by example and demonstrate best practices for all Beyond teams to follow and adhere.
Track, oversee and optimise all customer interactions across beyond assets to build strong relationships with all stakeholders (internal & external).
Maintain and up to date beyond service overview file
Make arrangements/book - travel, accommodation, F&B, meeting rooms etc as requested
Research and source products and services as per business/client needs, submit costs proposals - managing expectations.
Mapping customer journeys in order to identify CX enhancement opportunities
COMMUNITY SUCCESS
Creating bespoke site plans and executing community, customer & social value engagement initiatives to elevate all customer interactions and build strong and loyal relationships.
Responsible for overall content/engagement (events, activities, amenities, social media) plans for properties across the Beyond portfolio.
Carry out walk arounds and inspections as appropriate when visiting sites, personally engaging with the customers.
Conducting monthly documented 121s with each onsite team member, ensure all CX managers attend to discuss the engagement plans, social value data, success stories, feedback.
Achieving the highest occupier satisfaction ratings for beyond services.
Building a strong supplier database for occupier & community engagement events/activities
Maintaining and producing CX specified reports (pre and post engagement plans execution data), illustrating operational statistics/data etc.
Actively contribute towards ESG targets geared towards transforming the Beyond Portfolio for sound environmental performance and wellbeing.
Recording and reporting success stories/case studies
Regularly meet CX Managers on-site, especially on key event days to ensure the highest quality of service is delivered, interact, and engage with occupiers, guests etc.
Responsible for managing the Beyond direct recruitment process (job adverts, phone screening, interviews etc)
Ensure all CX managers draft a monthly social media report, review, and evaluate the quality assurance of the content.
Ensure all SOPs are signed and sent back for approval.
Identify and propose new initiatives to enhance CX
Digital Marketing: Carry out any marketing tasks and produce digital content design as required -newsletters, proposals, MS office & canva, infographics - brand alignment
Design and maintain the CX Team Channel content
Vlogs/Blogs - deliver vlogs and blogs as specified
Ensure any new beyond assets are mobilized as per the standards
Commercial Awareness & Value Add
You actively look for best practice ways of working, encouraging CX team interactions with clients, customers, guests, and stakeholders.
You are confidently able to execute Beyond: Front of House department's onsite succession plan.
Commercial Acumen - Market conditions + expectations + product/service + cost
Hospitality/events & digital marketing experience essential
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 prioritising 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.
Qualifications
Service Excellence
At least 1 year of experience managing digital campaigns and events, with a grasp of social media platforms and community engagement.
Minimum of 2 years' experience in a Front of House Manager role within a hospitality or guest-facing env
About the Company
Colliers is a global diversified professional services and investment management company. Operating through three industry-leading platforms—Real Estate Services, Engineering, and Investment Management—we have a proven business model, an enterprising culture, and a unique partnership philosophy that drives growth and value creation. For 30 years, Colliers has consistently delivered approximately 20% compound annual returns for shareholders, fueled by visionary leadership, significant inside ownership and substantial recurrin...
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