Centre Manager / Community Manager - Flexible Workspace

Community Manager

Serviced Office. Flexible Workspace. Coworking. Business Centre Manager.

Our client provides flexible office space that is designed to help companies empower their workforce and thrive in an ever-changing business landscape by delivering a service that reflects new ways of working.

The main focus of the role is to maintain high level office occupancy, customer service, client retention and to include marketing of prospects, enquiry promotion and development through sales and negotiation.

Reporting To: Head of Operations

• Salary - up to £55,000 per annum + commission
• Hours - 9.00 a.m. - 5.30 p.m. (Mon - Fri)
• Holidays - a very generous 33 days (incl. Bank Holidays)
• Birthday Off Policy
• Attendance Bonus/Leave Incentive

Responsibilities:

Team Management

• Manage any future business centre team and liaise with Head Office departments.
• Team management duties and responsibilities will increase if any future expansion of the team is implemented, this will mirror Centre Management duties.

Customer Service

• Involvement in client move in / out procedures and completion of associated paperwork.
• Ability to maintain a professional and customer obsessed culture.
• Ensure preparation and maintenance of all client files / records.
• Handling client enquiries and acting in a timely fashion, overseeing team dealing with day-to-day administration.
• Facilitating the set-up of client's connectivity and telephony systems, providing support where necessary in conjunction with their clients chosen providers.
• Ensuring reception and all communal areas are welcoming, clean and tidy, safe and professional at all times.
• Ensuring all meeting/training rooms are to a high standard in all areas of the provision, and all members of the team are fully training in the AV equipment to assist clients / customers.

Maintaining Standards

• Ensure all security procedures are always maintained.
• Ensure all issues have been attended to in a timely manner, with progress and record of the outcome to include response times to all requests.
• Ensure general housekeeping checks to all floors, kitchens and toilets are conducted to maintain a high level of cleanliness and ensure that full stocked kitchens and break out areas to include all health and safety elements daily, weekly, monthly.
• Liaise with maintenance support providers regarding any building maintenance issues.
• Implement and adhere to all company policies and procedures.
• Regular meetings with all contractors such as cleaning, health & safety checks, and maintenance contractors.
• Act as a link between the landlord and clients.
• Attend and occasionally facilitate team meetings.
• Weekly and monthly reporting into the Business Operations & Strategy Manager on centre performance.
• Health & Safety implementation and management.

Sales and Marketing

• Management of prospect CRM from initial enquiry to viewing, conversion to client.
• Managing and maintaining good relations with introducing web and local commercial agents.
• Arranging and facilitating prospect viewings of building, office space, meeting rooms and common areas.
• Negotiation and closing sales for occupation and/or ancillary services and products.
• Contributing to marketing meetings and liaising with the marketing team to promote office space, whilst sharing with the wider centre team.
• Maximise revenue and promote value add services and client renewals and retention of business.
• Involvement and contribution to their clients social media initiatives.
• Ensure up to date and comprehensive knowledge of immediate competitors.
• Ensure turnaround of vacant offices within the company timescales.
• Develop and deliver sales strategies, forecasting and setting sales/occupancy deliverable targets across all aspects of the building.
• P&L responsibility with increasing EBITDA.

Building Management

• Daily building façade check and report all defects and make safe any issues.
• Manage the daily security of the building, conducting audits and inspections of the security service.
• Conduct periodic testing and inspection of building systems.
• Provide an onsite point of contact to all building tenants and visiting contractors.
• Conduct SAL / KPI inspections and audits of the cleaning service to the building.
• Conduct building water system temperature testing and recording of results.
• Undertake and relay building metered services figures.
• Conduct vacant area inspections of untenanted space every 2 weeks.
• Relay all relevant information back to FI-FM and building landlord.
• Provide co-ordination for delivered services such as mail, e-mail contact enquiries, phone calls.
• Prove a point of contact out of hours for building emergencies and provide appropriate support.
• Conduct weekly fire alarm/intruder alarm checks on all sub systems within the landlords and tenanted areas and record results.

Finance

• Liaise with financial controller for matters relevant to payments.
• Formally review debtors and maintain effectiveness of cash collection procedures.
• Liaising with client / financial controller on invoice queries.
• Check delivery notes against supplier invoices.
• In liaison with financial controller, escalating payments from clients in line with procedure.
• Purchasing and budgetary control.
• Enforce business policy / procedure for any non-payment or late payments.
• Maintain margins and control expenses as detailed in budgets and business plans.