Centre Manager / Community Manager - Flexible Workspace

Dual Site Centre Manager / Community Manager

Flexible Workspace. Serviced Office. Managed Office. Commercial Office.

Job Title: Dual Site Centre Manager / Community Manager

Location: West London

Job Type: Full-time, Permanent

Salary: £45,000 to £50,000 Plus Bonus

Working Days / Hours: Monday to Friday - 9am to 5:30pm

Our client, a leading organisation in the Real Estate and Flexible Workspace industries, is seeking a dynamic and experienced Business Centre Manager to join their team. They are widely regarded as one of the best employers in the industry due to their success, employee retention and progression opportunities.

As the Business Centre Manager, you will be responsible for proactively managing two very large centres to ensure excellent customer service, maximum occupancy, and the development of a vibrant community network.

Key Responsibilities:

Customer Service

• Act as the first point of contact for visitors and customers, ensuring a welcoming presence at the reception or hot desk area.
• Provide exceptional customer service to all clients and visitors in a professional and courteous manner.
• Engage with existing and potential clients to foster positive relationships and understand their needs.
• Handle customer inquiries, complaints, and requests promptly and efficiently to ensure customer satisfaction.
• Manage and oversee the customer journey from move-in to move-out, including expansions or contractions within the portfolio.
• Efficiently manage reception and administrative tasks.

Staff Management & Training

• Manage on-site teams, including recruitment and training, ensuring appropriate delegation and monitoring of workloads and tasks.
• Conduct staff appraisals in accordance with company policy.
• Set, monitor, and review team performance and objectives regularly.
• Foster a culture of communication, teamwork, and motivation within the team.
• Assist the wider Centre team in providing support and induction for new starters within the portfolio as required.
• Collaborate closely with the Sales and Facilities Management teams to ensure effective communication across all centres.

Marketing, Community Management, and Sustainability

• Build and maintain communities within the Centres and the local area.
• Encourage inter-customer trading events through our client's network and location websites.
• Host networking events to establish and develop relationships with potential customers and relevant stakeholders.
• Deliver a monthly customer newsletter.
• Ensure compliance with branding and signage standards set by the company.
• Promote our client's brand through customer and general public interactions.
• Utilise relevant social media platforms to increase awareness of the Centres within the wider community.
• Support and promote our client's sustainability program among customers and stakeholders.

Centre Management

• Oversee the overall management of two Centres
• Identify and recommend value-enhancing improvements to the Area Manager.
• Collaborate effectively with the Facilities Management team to maintain high standards of presentation and maintenance.
• Ensure compliance with Health and Safety policies, procedures, and statutory requirements.
• Coordinate emergency/reactive works and liaise with the Facilities Management team for implementation.
• Manage customers' move-in and move-out processes, including the dilapidations process and unit preparation as per company procedures.
• Ensure lease terms compliance for all customers.
• Ensure full implementation of Centre Procedures.

Finance

• Liaise with the Area and Asset Manager to optimise occupancy and rent roll.
• Prepare, manage, and review rental budgets in collaboration with the Area Manager and Facilities Manager.
• Work with the Facilities Management team and colleagues to manage service charge budgets.
• Handle arrears cases before transferring difficult cases to the Credit Control team.
• Manage purchase card expenditure and site master keys.
• Oversee Business Rates expenditure and strive for optimisation in the reduction of payable rates.
• Generate Purchase Orders and Sundry invoices as required.
• Promptly authorise invoices as per company policies.

Sales

• Ensure all sales inquiries and negotiations are forwarded to the Sales Manager.
• Conduct viewings for unplanned walk-ins to promote sales in the absence of the Sales Manager.
• Highlight the benefits of the Centre and its available space, explaining the lettings terms and maximising additional value-added services.
• Familiarise yourself with competing centres and services in the local area.

If you have the relevant experience and are passionate about managing thriving business centres, we invite you to apply for this exciting opportunity.