This role is on-site at the property G1 in Glasgow, Monday to Friday 0800-1730 / 0830-1800 hrs
COLLIERS
Colliers is a leading commercial real estate services company, providing a full range of services to real estate customers, developers and investors on a local, national and international basis.
Services include real estate management, brokerage sales and leasing (landlord and tenant representation), 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 over 900 specialists throughout 16 offices across the UK and Ireland.
Beyond is a front of house management initiative developed by Colliers to deliver a holistic management and training service, adding a new dimension to property management.
Client expectations are changing and we’re changing with them. Front of house is no longer a reception team and building services; it is about experience and service.
The focus of Beyond is to provide a superior experience to everyone who walks through the front door and those who work within them.
ROLE
The role of the Customer Experience (CX) manager at G1 is a dynamic and visionary role, working with the G1 property management transformation team, to create a vibrant, dynamic environment that delivers memorable moments every day. The CX Manager will have the unique opportunity to build an exciting destination in the heart of Glasgow, with customer experience, community, amenities, and technology at its core. The CX Manager will lead the onsite marketing initiatives by managing G1's social media handle, executing the digital screen content design, and drafting and delivering the engagement planner to ensure we achieve the highest occupier satisfaction ratings.
CORE RESPONSIBILITIES
Create bespoke CX enhancement plans to drive positive outcomes and customer retention.
Create, plan and execute community, occupier & social value engagement initiatives working closely with the Beyond leadership team.
Launch & maintain property social media handles, creating and maintaining a social media content planner.
Manage and administer the customer services portal and app to drive engagement and adoption by the estate community.
Maintain and produce CX specified reports (pre and post execution data), illustrating operational statistics/data.
Obtain and evaluate CX feedback from customers, guests and stakeholders, drafting improvement action plans.
Identify opportunities to enhance customer experiences by being innovative and creative.
Increase client, customer, guest and service partner loyalty and achieve the highest satisfaction ratings.
Map property customer journeys to identify CX enhancement opportunities.
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 property.
Establish team spirit and collaboration.
Lead by example and inspire wider onsite teams.
Ensure the fundamentals of customer service are followed and delivered to the highest standards.
Track, oversee and optimize all customer interactions to build strong relationships with all stakeholders.
Follow Beyond: Front of House standard operating procedures and guidelines.
Respond 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, escalating where necessary.
Proactively design processes and preventive measures to eliminate any complaints and service delivery shortfalls.
Ensure all front of house areas including the lounge are always immaculately presented.
Data processing and management of databases, ensuring accurate and timely import of information.
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 Facilities Management team.
Carry out daily/weekly walkarounds to personally engage with the occupiers.
Practice quality assurance inspections (internal & external).
Ensure you perform your duties to the highest degree of dedication and commitment.
The Colliers 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 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 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 Office and social media platform management.
You demonstrate a keen interest in new technology and adoption strategies.
You have FOH/Events background in the hospitality sector.
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.
SKILLS
Skills competency refers to Service excellence, high quality work, productivity & efficiency, and collaboration.
The ‘Skills’ competency refers to the wide range of skill sets 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 to have the ability to maintain relationships that foster positive collaboration.
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 pre-empt 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.
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 are results and impact focused and go the extra mile to deliver the best CX.
You show resilience, even when under pressure and during challenging times.
You have an excellent change management mindset.
Personal Development
You actively request, take on board and action any feedback to develop, as well as provide positive and constructive feedback to the 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 of 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 community groups at internal and external events and look at how the onsite CX team can impact the wider internal and external community.
Job Type:
Full-time
Pay:
Up to £32,000.00 per year
Additional pay:
Yearly bonus
Benefits:
Company pension
Cycle to work scheme
Employee discount
Health & wellbeing programme
Schedule:
Monday to Friday
Experience:
Hospitality: 2 years (required)
Work Location:
In person
Expected start date:
03/02/2025
#J-18808-Ljbffr
COLLIERS
Colliers is a leading commercial real estate services company, providing a full range of services to real estate customers, developers and investors on a local, national and international basis.
Services include real estate management, brokerage sales and leasing (landlord and tenant representation), 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 over 900 specialists throughout 16 offices across the UK and Ireland.
Beyond is a front of house management initiative developed by Colliers to deliver a holistic management and training service, adding a new dimension to property management.
Client expectations are changing and we’re changing with them. Front of house is no longer a reception team and building services; it is about experience and service.
The focus of Beyond is to provide a superior experience to everyone who walks through the front door and those who work within them.
ROLE
The role of the Customer Experience (CX) manager at G1 is a dynamic and visionary role, working with the G1 property management transformation team, to create a vibrant, dynamic environment that delivers memorable moments every day. The CX Manager will have the unique opportunity to build an exciting destination in the heart of Glasgow, with customer experience, community, amenities, and technology at its core. The CX Manager will lead the onsite marketing initiatives by managing G1's social media handle, executing the digital screen content design, and drafting and delivering the engagement planner to ensure we achieve the highest occupier satisfaction ratings.
CORE RESPONSIBILITIES
Create bespoke CX enhancement plans to drive positive outcomes and customer retention.
Create, plan and execute community, occupier & social value engagement initiatives working closely with the Beyond leadership team.
Launch & maintain property social media handles, creating and maintaining a social media content planner.
Manage and administer the customer services portal and app to drive engagement and adoption by the estate community.
Maintain and produce CX specified reports (pre and post execution data), illustrating operational statistics/data.
Obtain and evaluate CX feedback from customers, guests and stakeholders, drafting improvement action plans.
Identify opportunities to enhance customer experiences by being innovative and creative.
Increase client, customer, guest and service partner loyalty and achieve the highest satisfaction ratings.
Map property customer journeys to identify CX enhancement opportunities.
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 property.
Establish team spirit and collaboration.
Lead by example and inspire wider onsite teams.
Ensure the fundamentals of customer service are followed and delivered to the highest standards.
Track, oversee and optimize all customer interactions to build strong relationships with all stakeholders.
Follow Beyond: Front of House standard operating procedures and guidelines.
Respond 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, escalating where necessary.
Proactively design processes and preventive measures to eliminate any complaints and service delivery shortfalls.
Ensure all front of house areas including the lounge are always immaculately presented.
Data processing and management of databases, ensuring accurate and timely import of information.
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 Facilities Management team.
Carry out daily/weekly walkarounds to personally engage with the occupiers.
Practice quality assurance inspections (internal & external).
Ensure you perform your duties to the highest degree of dedication and commitment.
The Colliers 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 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 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 Office and social media platform management.
You demonstrate a keen interest in new technology and adoption strategies.
You have FOH/Events background in the hospitality sector.
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.
SKILLS
Skills competency refers to Service excellence, high quality work, productivity & efficiency, and collaboration.
The ‘Skills’ competency refers to the wide range of skill sets 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 to have the ability to maintain relationships that foster positive collaboration.
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 pre-empt 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.
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 are results and impact focused and go the extra mile to deliver the best CX.
You show resilience, even when under pressure and during challenging times.
You have an excellent change management mindset.
Personal Development
You actively request, take on board and action any feedback to develop, as well as provide positive and constructive feedback to the 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 of 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 community groups at internal and external events and look at how the onsite CX team can impact the wider internal and external community.
Job Type:
Full-time
Pay:
Up to £32,000.00 per year
Additional pay:
Yearly bonus
Benefits:
Company pension
Cycle to work scheme
Employee discount
Health & wellbeing programme
Schedule:
Monday to Friday
Experience:
Hospitality: 2 years (required)
Work Location:
In person
Expected start date:
03/02/2025
#J-18808-Ljbffr
