Senior Community Host

Location: London

Hours: 40 hours between 7:30am to 4:30pm, 8:30am to 5:30pm or 9:30am to 6:30pm (Monday to Friday)

Who are we?

NewFlex operates a rapidly expanding and diverse nationwide network of business centres offering flexible workspaces to entrepreneurs and businesses. We give our Customers the flexibility, independence, ‘Freedom at Work’, and support to create, grow and enjoy running their businesses in our centres. We’ve been going from strength to strength for 25 years to cement our position as ‘The Property Manager for the New Economy’. We’re currently experiencing a sensational period of growth as the flexible officing revolution continues to disrupt the traditional office market. Our unique Client management model connects building owners (Clients) with occupiers (Customers) to generate cash from underutilised office space in all types of buildings from Aberdeen to Brighton. NewFlex is creating a positive alternative in the business centre market.

Overview

The Senior Community Host is responsible for supporting the General Manager with the daily business operations of The Exchange, ensuring delivery of the key performance goals of the business along with ensuring our members receive world-class service and benefit from being part of a creative environment designed to inspire innovative thinking and collaboration to benefit all members.

We want someone exceptional who can deliver the following key responsibilities:

Membership engagement and retention

• Actively develop a community ethos at The Exchange
• Deputise for the General Manager in their absence
• A point of contact for everyone entering The Exchange, from members, guests, prospective members, agents & visitors, ensuring a great first impression & service is provided
• Take time to get to know our members and facilitate introductions between members to maximise collaborative opportunities
• Support the General Manager to host meetings, events & support networking initiatives
• Ensure exceptional standards of service are maintained throughout the Exchange
• Manage member queries and requests promptly in a professional manner
• Effectively resolve member complaints
• Proactively seek members feedback to monitor and improve the customer experience
• Build cohesive relationships with key stakeholders within NewFlex
• Ensure membership agreements are in place for all members
• Conduct onboarding meetings with new members
• Support in membership retention and overall membership satisfaction
• Ensure meeting rooms and workspaces are maintained, well presented and refreshed for each member or booking
• Ad hoc duties as and when required by the business

Team management

• The Senior Community Host will line manage the Community Hosts
• Induct new colleagues (Community Hosts) and ensure full training is given
• Support the General Manager to effectively plan breaks, team rota and review annual leave requests ensuring sufficient cover for daily operational hours and events

Finance

• Support with driving revenue at Exchange
• Support with managing location level expenditure
• Support the General Manager in delivering the KPIs
• Manage supplier contracts with regular reviews to ensure the best value is being achieved

Sales & Marketing

• Conduct engaging and memorable visitor tours and prospective member viewings
• Build relationships within the 22B vertical village and local neighborhood whilst promoting The Exchange
• Promote and upsell the full range of products and services to members
• Maximise revenue opportunities generated by the location

Compliance & Health & Safety

• Ensure The Exchange is H&S compliant through a thorough understanding of the policies relating to our statutory H&S obligations
• Perform ad hoc cleaning
• Take part in training on all cleaning equipment, materials and approved chemicals used within the premises

Qualities

• Excellent communicator
• Working effectively
• Emotional intelligence
• Resilient and embraces change
• Have a can-do attitude
• Entrepreneurial mindset

Knowledge/Experience

• Experience of managing a team of 2+ in Hospitality, Retail, Leisure, Property (or similar)
• Building professional relationships
• Confident user of Microsoft Office 365 (Word, Excel and Outlook)

Key skills/behaviours required for this role:

• Planning and coordinating
• Decision making
• Coaching
• Leading a team
• Passionate about delivering exceptional customer services

Qualifications

• Minimum Grade C in English and Maths (or equivalent)
• Graduate or further education

What will we offer you?

• £35,000 per annum
• 33 days Annual Leave (including Bank Holidays)
• Birthday Off
• Volunteering Days
• Discounted Private Medical Insurance Cover
• Life Assurance
• Income Protection Insurance
• Payroll Giving
• Cycle Scheme
• NEST Pension Scheme
• Employee Assistance Programme
• Annual Flu Jabs
• Eye Tests
• Training Support Package
• Enhanced Maternity, Adoption, Shared Parental and Paternity Pay
• Annual Professional Membership Subscription

This vacancy will close once we have filled all available interview slots. We therefore highly recommend early application.

REF-218 609