Customer Experience Team Member

• Identify opportunities to enhance the 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, escalate where necessary
• Assist the management team in maintaining and updating content for the Aire Park occupier service Ap.
• Adhere to Aire Park's H&S protocols
• Responding to telephone or email enquiries 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 reservation, transport arrangements etc
• Key and fob access management in accordance with the site's access procedure.

• 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, restaurant, aviation, concierge retail) sector is necessary

• You understand what the team/department does and how your role contributes to the success of the team
• You possess commercial awareness and latest customer experience trends
• You continuously strive to seek opportunities to add value by enhancing customer experiences

• You understand the need for innovation and agility in the business environment and in your role
• You will demonstrate a sense of urgency

• 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

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

• 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

• 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

• You understand why collaboration is important at Aire Park and actively seek opportunities to work with others

• You understand how the role you do contributes to the overall success of Beyond: Front of House service offering and Aire Park
• You comply with all company legislative and regulatory requirements, policies and procedures
• You will have a proactive approach and showcase a flexible mindset
• You will work well individually and as part of the team
• You will demonstrate a positive mindset towards the changing expectations and market trends
• 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
• You will be aware of your areas for development and learn from your mistakes

• You are aware and can recall the Colliers values, vision and mission
• You understand the importance of diversity & inclusion in everything you and Colliers does

Colliers International