Customer experience front of house

About the Role

This role is based within a global real estate services organisation that specialises in property management, commercial real estate, and workplace solutions.

Role Overview

As a Customer Experience Team Member, you will play a key role in delivering exceptional service to clients, occupiers, visitors, and stakeholders. You will create memorable experiences, build lasting relationships, and provide a consistently personalised and professional front-of-house service. Acting as a brand ambassador, you will ensure every interaction reflects high standards and attention to detail.

Key Responsibilities

• Deliver outstanding customer service, ensuring all interactions are warm, professional, and engaging
• Provide a welcoming arrival and a positive departure experience for all visitors
• Maintain front-of-house areas to an exceptional standard at all times
• Follow established front-of-house procedures and health & safety protocols
• Handle telephone and email enquiries efficiently, ensuring timely follow-up
• Manage visitor access processes in line with property procedures
• Resolve queries and complaints promptly, escalating where appropriate
• Maintain accurate records and manage data input across relevant systems
• Identify opportunities to enhance the overall customer experience through proactive and creative thinking
• Support initiatives aimed at improving service delivery and customer satisfaction
• Assist with onboarding and training of temporary team members, maintaining accurate training records
• Uphold professional appearance standards in line with front-of-house expectations
• Report maintenance issues and liaise with facilities or management teams as required
• Conduct regular inspections to ensure the property is presented to a high standard
• Ensure shared spaces, including guest lounges, remain clean, organised, and welcoming
• Build and maintain strong professional relationships with all stakeholders

Skills & Experience

• Strong literacy and numeracy skills
• Competency in Microsoft Outlook, Word, Excel, and PowerPoint
• Ability to share knowledge and build rapport with a wide range of individuals
• Professional, reliable, and customer-focused
• Committed to delivering high-quality service
• Open to feedback and continuous learning
• Demonstrates integrity, inclusivity, and respect in all interactions
• Able to work both independently and as part of a team
• Property or professional servvices background