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Beyond Expectations: Making a difference to someone’s day

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Our Property Management team manages more than 1,200 properties across the UK including offices, shopping centres and leisure parks. In our Beyond Expectations series we speak to some of our key people who work in the properties we manage about what they do to provide our clients with the best customer experience. Below Michelle Cooper, customer experience manager for Bank House Birmingham, tell us how she strives to make a difference to the lives of the people she meets everyday.


The last couple of years have been challenging, meeting and exceeding expectations in a world where COVID exists can mean that the workplace can be unpredictable. Our top priority is ensuring we communicate well with our clients, offer a friendly face, listen to their needs and be open to push boundaries to enhance the overall customer experience.

I am the customer experience manager at Bank House, a prominent building in the heart of Birmingham’s thriving business district. Bank House, a local landmark, offers flexible office space across a total of 17 floors and is flooded with natural light and boasts spectacular views across the city. There’s no denying that this captivating space creates an impressive experience for both employees and visitors alike.

A large aspect of my role is trying to make a difference to someone’s day, offering an emotional connection, anticipating any arising issues, establishing a preventive plan, and coming up with new and interesting ideas, to help people feel more valued and create a sense of belonging at their workplace.

We currently have 15 companies here at Bank House and the resident population that work in our building, vary from all ages and professional backgrounds including finance professionals, accountants, sales representatives, and property consultants. Over the years I have grown to know the occupiers and have been fortunate enough to build trust among these groups.

It’s important for me to make their experience a positive one on a day-to-day basis. I make it my top priority to ensure the office space is a warm and welcoming place to be for the staff, starting from arrival at the beginning of each day. I like to keep fresh flowers in the reception area which I find naturally promotes a positive, approachable environment and a good talking point. This helps the occupiers take this feeling to others throughout the working day.

Memorable workplace experiences 

I like to create a remarkable experience for our occupiers and guests, to show them how much we care and that we will go above and beyond. I believe it’s important to keep everyone engaged so I like to arrange various events and services for our occupiers to ensure everyone can be included and benefit from these. I also arrange bespoke concierge services to add value to the service offering. These services include dry-cleaning, complimentary magazines, borrow a brolly, bicycle repairs and hiring options for phone chargers, towels, cufflinks, ties and much more. I also work with a couple of promotional companies who offer out courtesy gifts. It’s imperative that we go the extra mile from time to time, therefore I have treated occupiers to a Clarins Spa day to make them feel really appreciated, amongst lots of other really great events!

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I feel it’s crucial to connect the various occupiers and create a community both inside and outside the building. One of the ways I accomplish this is by keeping the social world up to date, uploading pictures of these special occasions and connecting with our occupiers on our Instagram account. Follow us on at @bankhousecherrystreet for more.

I believe that the fundamentals for creating an unforgettable experience are attention to detail and making a cautious effort to get to know the clients and finding out what they like. Another key element is being consistently warm and welcoming by smiling, making conversation, and building a strong relationship, not only in the office but on the outside too. This pays off when we receive positive feedback from our occupiers, and I have recently received a lovely email from Azets thanking us for our hard work and complimenting how enjoyable and valuable the events are in encouraging people back to the office.

All points are essentially as important as the other and all ultimately play a huge part in ensuring that we offer the best possible customer service in the industry. Combining a can-do attitude, great communication skills and possessing a kind nature, I believe is the recipe to success in providing a memorable customer service experience.

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About the author
Michelle Cooper is a customer experience manager for Bank House Birmingham where she has worked since 2013. To contact Michelle email, Michelle.Cooper@colliers.com.

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Michelle Cooper

Front of House and Concierge Manager

Nile Management

Birmingham

Michelle has over 25 year's experience in Reception related work and specifically 17 years in Reception Management within the property industry. During this period, she has worked for Swallow Hotels Group, (now known as Marriott Hotels Group) FJB Hotels, The Carlton Hotel, Grenville Smith and Duncan (GSD Property Consultancy,) Caldwell Banker Richard Ellis (CBRE Group,) GBR Phoenix Beard, Savills and Colliers. 

She has been Front of House and Concierge Manager at Bank House since 2013 and joined Colliers 3 years ago when Bank House became part of their management portfolio.

Michelle is very much a people person and her working life so far has enabled her to gain knowledge and a range of invaluable skills, excellent oral and communication skills, strong interpersonal skills through interfacing with occupiers, staff and high level management, organisation skills; the ability to plan and manage work and time effectivley, meet deadlines and solve problems on her own initiative she functions well in a team and she has a strong work ethic she is adaptable to change and is always willing to accept further responsibilities.

Michelle has the drive and enthusiasm to innovate and identify new ideas, she is confident, self-motivated, dynamic and dependable and some of her responsibilities and duties at Bank House include:-

Managing the Front of House Operation at Bank House,18 Storey Property.

Creates and hosts events, some which are for Charity, promotions, and competitions to engage with the building occupiers.

Digital Marketing, Michelle has currently set up and manages an Instagram Account for Bank House.

Michelle has built up relationships and communicates regularly with Hospitality including, Hotels, Restraunts, Bars, Coffee shops, Retail and Leisure and she liases with other managing and marketing agents from around the city.

Liase with the Security, Cleaning and M&E companies on a regular basis for the smooth running of the property.

Assisting and supporting the Regional Facilities Manager in relation to Bank House.

Manages building access systems issuing access cards and previously lift fobs.

Built up great relationships and regularly communicates with her main points of contact for each occupier currently at Bank House.

 

 

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