Customer Experience Team Member in London - Cobalt Recruitment

Company Overview

This company is a leading property investment company based in the heart of London, operating from one of the city's most iconic landmark buildings. Renowned for high standards and innovative approach.

Role Overview

As a Customer Experience Team Member, you'll be at the forefront of delivering memorable and lasting impressions. You will provide tailored, high-touch service at every interaction and act as a key ambassador for the front-of-house experience.

Key Responsibilities

Customer Service Excellence

• Deliver warm, professional welcomes and farewells to all guests and occupiers.
• Consistently provide high-quality service that goes above and beyond expectations.
• Adhere to established front-of-house standards, processes, and health & safety protocols.
• Ensure all public-facing areas are impeccably maintained and presented.
• Respond to phone and email enquiries with professionalism and timely follow-up.
• Accurately manage visitor access and registration systems.
• Handle complaints empathetically and escalate when necessary.

Operations & Administration

• Maintain accurate documentation and timely data entry.
• Report and track building faults/issues in coordination with facilities support.
• Conduct regular walkthroughs to ensure the property is in top condition.
• Keep guest lounges tidy and well-presented at all times.
• Provide support across multiple sites and assist with administrative tasks as needed.

Concierge Services

• Proactively offer support such as dry cleaning, travel coordination, and reservations.
• Create personalized moments of delight for guests and occupiers.
• Assist with tenant engagement, community events, and other initiatives.

Skills & Experience

Professional & Technical

• Excellent communication skills-both written and verbal.
• Strong proficiency in Microsoft Office (Outlook, Word, Excel, PowerPoint).
• High attention to detail, organization, and time management.
• Experience in customer service or hospitality roles preferred.

Mindset & Approach

• Proactive, adaptable, and enthusiastic attitude.
• Commercially aware with interest in customer experience trends.
• Flexible and collaborative with a willingness to support change.
• Committed to continuous personal growth and development.

What Is Expected From You

Professional Conduct

• Represent the company with integrity, professionalism, and pride.
• Maintain high standards in personal presentation and appearance.
• Embrace company values and contribute positively to the workplace culture.
• Support an inclusive, diverse, and community-driven environment.

Service Delivery

• Deliver a consistent, seamless experience to clients and visitors.
• Anticipate needs and act with initiative to provide effective solutions.
• Assist in onboarding and mentoring new or temporary team members.

Your Impact

In this role, you'll be instrumental in shaping the overall guest and occupier journey. Through professionalism, creativity, and care, you'll help create a warm, welcoming environment that reflects service excellence at every level.