Customer Experience Team Member

Colliers International EMEA; Leeds; On-site; GBP 20,000 - 30,000; Full time

Job summary

An established industry player is seeking a Customer Experience Team Member to join their innovative Aire Park project in Leeds. This role offers a unique chance to shape customer interactions in a vibrant new commercial space. As a key ambassador for the building, you will create memorable experiences for clients and visitors alike. Your responsibilities will include enhancing customer service standards, managing inquiries, and collaborating with local businesses. If you are passionate about service excellence and community engagement, this opportunity will allow you to grow and develop in a dynamic environment, making a real impact as the destination evolves.

Qualifications

• Experience in hospitality is necessary for delivering exceptional customer experiences.
• Good literacy and numeracy skills are essential for effective communication.

Responsibilities

• Deliver memorable customer experiences and build long-lasting relationships.
• Ensure front of house areas are presented immaculately and follow service standards.

Skills

Customer Service

Communication Skills

Hospitality Experience

Problem Solving

Collaboration

Education

High School Diploma

Relevant Hospitality Qualification

Tools

MS Outlook

MS Word

MS Excel

MS PowerPoint

Job description

Company Description

Colliers (NASDAQ, TSX: CIGI) is a leading global diversified professional services company, specializing in commercial real estate services, engineering consultancy, and investment management. With operations in 70 countries, our 22,000 enterprising professionals provide exceptional service and expert advice to clients. For nearly 30 years, our experienced leadership – with substantial inside ownership – has consistently delivered approximately 20% compound annual investment returns for shareholders. With annual revenues exceeding $4.5 billion and $99 billion of assets under management, Colliers maximizes the potential of property, infrastructure, and real assets to accelerate the success of our clients, investors, and people. Learn more at corporate.colliers.com, X @Colliers or LinkedIn.

Job Description

A unique opportunity to be a founding member of our Aire Park Customer Experience (CX) team based at 1&3 South Brook St, a brand-new commercial destination for Leeds South Bank. Just 7 mins from Leeds Station, you will initially be based in the exceptionally designed Atrium/Reception area. The role of CX Team Member is to deliver memorable instances to our clients, occupiers, visitors, and stakeholders by forming long-lasting relationships and acting as an ambassador for the building and for Aire Park.

The role will offer any successful candidate an opportunity for growth and development as part of a team that will be uniquely Aire Park as the destination grows with the next commercial phase of 75,000 sq ft due to complete Autumn 25.

• Identify opportunities to enhance customer experiences by being innovative and creative.
• Ensure the fundamentals of customer services are followed and delivered to the highest standards.
• 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 Park.
• Ensure front of house areas are always immaculately presented.
• Support the Aire Park team’s initiatives to elevate customer experiences (occupier & community engagement, social media, and social value).
• Identify opportunities to engage and collaborate with local businesses, community groups, and with Leeds City Council for the benefit of the Aire Park community.
• Ensure property visitor management processes are strictly followed.
• Build professional relationships with clients, occupiers, guests, and stakeholders.
• Deal with complaints and offer prompt resolutions, escalating where necessary.
• Assist the management team in maintaining and updating content for the Aire Park occupier service App.
• Adhere to Aire Park’s H&S protocols.
• Respond to telephone or email inquiries from internal or external clients in a professional manner, ensuring appropriate follow-up on any actions as required.
• Actively participate and execute all Beyond: Front of House initiatives to enhance CX delivery.
• Follow Beyond: Front of House standard operating procedures and guidelines.
• 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 Aire Park Estates Team.
• Proactively offer concierge services such as dry-cleaning pick up & drop off, restaurant reservations, transport arrangements, etc.
• Key and fob access management in accordance with the site’s access procedure.

Expertise & Professional Development

• You understand the importance of building and sharing expertise with clients, occupiers, visitors, and stakeholders.
• Good literacy and numeracy skills.
• Intermediate knowledge of MS Outlook, Word, Excel, and PowerPoint.
• Experience in the hospitality sector (hotels, restaurants, aviation, concierge retail) is necessary.

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 the latest customer experience 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 resolutions.

Qualifications

Service Excellence

• You understand the key components of service excellence.
• You continuously demonstrate the delivery of exceptional customer experiences.

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 Aire Park and actively seek opportunities to work with others.

Professional Conduct & Integrity

• You understand what is required from you as a Colliers professional.
• You are aware and can recall the Colliers values, vision, and mission.
• You understand the importance of diversity & inclusion in everything you and Colliers do.

Community

• You understand the importance of community within Colliers & Aire Park’s business and the wider community too.

Additional Information

At Colliers, we are committed to providing an inclusive and accessible recruitment process. In line with the Equality Act 2010, we will accommodate any suitable candidate requiring assistance to attend or conduct an interview. If you need any adjustments or support, please let us know when either scheduling your interview or in your application cover letter. We are dedicated to ensuring that everyone has an equal opportunity to succeed and are here to support you throughout the process.