Redefining the Customer Experience in an Iconic Liverpool Office Building

Andrew began his career with CBRE in 2003 as Associate Director managing a variety of property types throughout the Northwest of England. He then moved back to Liverpool in 2011 when CBRE began managing the Royal Liver Building.

“I take great pride in the work I do,” says Andrew. “The Royal Liver Building is a globally recognized landmark of Liverpool and is seen as ‘the people’s building.’”

Although it’s one of the most recognizable offices in the U.K., the building was only accessible to tenants since its original construction in 1911. In 2017, CBRE began working on an asset strategy to reposition the building and enhance its value through the refurbishment of its vacant space. The three-year refurbishment transformed the property into an office building that also serves as a tourist destination. Enhancements include new office space, a high-class atrium lounge with café bar, an exterior lighting experience, and the Royal Liver Building 360 Tour (RLB360) visitor attraction.

“I am honored to be a part of such an amazing team of multi-disciplined colleagues and partners,” says Andrew. “This project was a wild success thanks to everyone involved. We have created a fantastic space for our occupiers.”

Andrew is particularly proud of the refreshed approach to their customer service. The Royal Liver Building’s Property Management team improved their workplace experience and occupier loyalty with the deployment of Host, a CBRE-exclusive platform elevating the workplace experience by delivering immersive hospitality and social activations through the support of an app.

“We partnered with the Host team to redefine the customer experience through workshops and training for all teams supporting the building, even third-party suppliers,” says Andrew. “We considered every aspect of the customer journey from the front door to their destination. Because of this, we’ve seen a big change in employee attitudes and performance related to customer service. Our people and their delivery of a great customer experience really sets us apart. I am proud of the team onsite. They take great pride and ownership in the work they do, and it shows. Thanks to their efforts we continue to retain and attract occupiers at the property.”

Andrew is extremely passionate about his role at CBRE and the part he played in repositioning Liverpool’s most iconic building. “Seeing it transform into not only one of the most desired workplaces, but a must-see destination is a career high,” says Andrew. “On behalf of the CBRE team, we are proud that the Royal Liver Building enhances the Liverpool waterfront to make it a desirable destination to work and visit,” says Andrew.