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Customer Experience Manager

Colliers

Global diversified professional services & investment management firm in real estate, engineering, and capital markets.

Lead CX initiatives, community engagement, and social media for The Forum property

9d ago

Intermediate (4-7 years), Expert & Leadership (13+ years), Experienced (8-12 years)

Full Time

Gloucester, England, United Kingdom

Onsite

Company Size

22,940 Employees

Service Specialisms

Consulting

Corporate Facilities

Investment Services

Landlord Representation

Tenant Representation

Project Management

Urban Planning

Property Management

Sector Specialisms

Industrial

Energy

Infrastructure

Buildings

Residential

Commercial

Water Resources

Heavy Civil

Role

What you would be doing

customer portal

data management

reporting

content scheduling

social media

journey mapping

You preempt the work required ensuring you are always delivering high levels of service
Proactively design processes and preventive measures to eliminate any complaints and service delivery shortfalls
You actively request, take on board and action any feedback to develop, as well as provide positive and constructive feedback to CX team
Responding to telephone or email enquiries from internal or external clients in a professional manner, ensuring appropriate follow up on any actions as required
You represent 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.
Manage and administer any customer services portal and app to drive engagement and adoption by the estate community
You identify new initiatives for enhancing customer experiences
Mapping property customer journeys in order to identify CX enhancement opportunities
You actively look for best practice ways of working, encouraging CX team interactions with clients, customers, guests and stakeholders
Co-ordinate with all key stakeholders including the hotel to maximise value for the community.
Data processing and management of databases, ensuring accurate and timely import of information
You are the ‘go to’ person in your area of expertise/specialty for questions from your colleagues, clients and customers
Actively assist with marketing initiatives and viewing activity.
Ensure property guest management processes are strictly followed
You actively listen and interpret key information from and to clients, customers, colleagues and service partners
Carry out daily/weekly walk arounds to personally engage with the occupiers
You will create a positive and collaborative working environment
Illustrate statistics on various matters such as occupancy level, energy consumption, specific BMS data, key depravation areas
Track, oversee and optimise all customer interactions to build strong relationships with all stakeholders
You can tailor your message to different stakeholders to ensure that the correct message is received
You continuously look to improve the quality of your work and ensure quality control
Create, plan and execute community, occupier & social value engagement initiatives working closely with the Beyond leadership team
Obtain and evaluate CX feedback from customers, guests and stakeholders, draft improvement action plans
Maintain and produce CX specified reports (pre and post execution data)
Practice quality assurance inspections (internal & external)
Lead by example and inspire wider onsite teams
Schedule and manage content for the external media façade as well as internal digital screen working closely with the site team, marketing partners and community stakeholders
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
Increase client, customer, guest and service partner loyalty and achieve highest satisfaction ratings
Log any property faults/issues with the Facilities Management team
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
You will communicate to provide required information as well as offer prompt resolutions
Ensure all front of house areas including the lounge are always immaculately presented
Deal with complaints and offer prompt resolutions, escalate where necessary
Launch & maintain property social media handles, as well as maintain a social media content planner

What you bring

ms office

social media

foh events

building reports