Community Manager, London

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Reporting to the Customer Experience Manager and operating within our Customer Experience Services Team, the Community Manager Role is key in helping us deliver a market leading fully managed workplace experience, with the customer at its heart.

At GPE we are committed to excellence and consistently delivering the brilliant basics will demonstrate this. To do that you will ensure our workplaces are clean, healthy, safe and secure as standard. You will lead by example - delivering exceptional customer experiences and creating productive, enjoyable environments for our partners and customers to thrive in.

As our brand ambassador and "go-to" person on site, you will be passionate about customer experience and will work with our Service Partners to achieve our goals - providing them with the direction and motivation to help us achieve more together. The Community Manager will be working alongside the Lead Community Manager, where you will focus on team work and sharing responsibilities.

Creating workplaces that provide memorable experience is our priority, so it is vital that you promote and maintain positive relationships with our customers, partners and local communities. To enable you to do this, you will responsibility for the delivery of our workplace strategy, aiming to regularly exceed customer's expectations and embracing opportunities to identify new ideas and innovations throughout the year.

Drawing on your own experience and knowledge of our customers, you will help shape the look and feel of our workplaces in a way that sets us apart from our competition, demonstrates the collaborative approach we take and that creates an open, fair and inclusive environment for all.

You will be passionate and dedicated to delivering great customer and workplace experiences. You should enjoy finding new and innovative ways of doing things and will play a key role in driving a consistent approach to our workplace strategies across the GPE fully managed portfolio - helping us to implement a culture of continuous improvement and customer engagement.

Hours of work will be Monday - Friday 8am - 5pm. (must have a degree of flexibility)

Location- Bermondsey Campus and Bramah House, working between the two buildings.

Key Objectives

• Responsible for the customer and workplace experience
• Responsible for day-to-day management of your fully managed GPE workplace.

Customer and Workplace Experience

• Support the Customer Experience Manager with the day to day running of the site.
• Responsible for delivering a premium, proactive and enjoyable workplace experience to customers.
• Lead by example - delivering a professional, fun and focused service that aims to achieve customer retention, advocacy and acquisition.
• Position GPE as a partner of choice for our customers.
• Ensure our amenity spaces remain fit for purposes and deliver an exceptional user experience.
• Strengthen relationships with customers by proactively engaging with them, understanding their needs and using anecdotal feedback feedback to shape their experience with GPE.
• Support on customer onboarding and offboarding - ensuring a smooth transition throughout.
• Lead on customer events programme of events in line with GPE's values and strategic objectives.
• Proactively utilise our helpdesk systems to log and monitor ongoing issues and jobs.

Commercial Planning, Sustainability and Wellness

• Work in partnership with the GPE Customer Experience Manager, contributing to the strategy for your workplace, working to ensure this is aligned against our experiences and will achieve our customer and commercial objectives.
• Proactively identify opportunities for innovation to elevate our current offering.
• Understand and promote additional services & opportunities that GPE could potentially offer customers.
• Work with local communities and our partners to identify opportunities to provide a platform to enterprises that algin with our business objectives.

Workplace Management

• Ensure our amenity spaces, meeting room (s) and phone booth (s) are clean, healthy, safe and secure.
• Carry out regular on floor checks making sure all areas are in order and up to standards.
• Support with mobilisation on new floors and buildings.
• Use your knowledge and experience to generate ideas and innovations that create exceptional workplaces and experiences for our customers.
• Responsible for ensuring that the spaces we deliver allow our customers to feel more effective and successful in achieving their own business objectives with us.
• Ensure any customer feedback received is captured and fed back into the wider business.

Service Partner Management

• Responsible for managing the day-to-day delivery of all services (i.e. housekeeping, maintenance, catering and security), liaising with the relevant team members to ensure standards are continuously set, discussed and maintained.
• Indirect management of any site-based service partners.
• Supporting the Customer Experience Manager to ensure all service partners are regularly reviewed and that SLA's are being pro-actively managed and reported on.

Decision-making

The role will have responsibility for making day-to-day decisions with guidance from the Customer Experience Manager relating to the customer and workplace experience and service delivery within the asset(s) you are responsible for. These decisions could include (but will not be limited to) people, health and safety, finances, sustainability targets, technical delivery, service partner performance and workplace experience. You will be supported by the Customer Experience Manager but should be comfortable to risk-assess situations and make decisions as and when required.

Key Responsibilities

• Customer Focus - establishes and maintains effective customer relationships - dedicated to understanding customer requirements and meeting customer expectations.
• Decision Making - makes good and accurate decisions that are valued when judged over time.
• Courage and resilience - able to remain calm and positive under pressure. Positive influence in pressure situations. Recovers well from setbacks. Willing to make difficult decisions and embrace tough situation
• Relationship building - promotes a culture of together we thrive. Builds constructive and effective relationships, relating well to all kind of stakeholders, internally and externally.
• Curiosity and Innovation - willing to consider and experiment with the new ways of doing things. Encourages others to put forward new ideas. Prepared to take calculated risks and adopt new approaches.
• Acting as a role model - act as a role model by being open, honest and fair.
• Takes responsibility and inspires others by setting high standards and by showing passion and commitment.
• Teamwork - encourages collaboration, cooperation and trust within and across teams - balances own and team interests well.
• Accountability and ownership - personally spotting issues or opportunities and taking accountability to ensure they are resolved and/or capitalised upon.
• Tenacity - constantly and consistently pushing self and others for results - can be counted on to see things through.
• Priority setting - quickly sense what will help/hinder the accomplishment of a goal. Creates focus, eliminating roadblocks, spending time on what is important.