Centre Manager

Our client a leading provider of office and co-working space around London are seeking a dynamic Centre Manager to join their team.  As the Centre Manager you will integral to the client experience, customer retention, sales performance and the operational excellence of the Business Centre. You will be responsible for supervising an Assistant Centre Manger a Receptionist and a Centre Co-ordinator and will ensure the delivery of excellent customer service and satisfaction. You will be responsible for building a strong community network and ensure rent roll and occupancy are maximised through the delivery of on-site initiatives and events creating strong retention of the existing customer base.

As the Centre Manager the main duties but not exhaustive will include:

Customer Service

• Engage with all existing customer and potential new customers to strengthen & grow good customer relationships by understanding their business and getting to know them.
• Provide first class customer service to all customers and visitors to the centre.
• Engage with all existing customers, and potential new customers to strengthen and grow good customer relationships by understanding their business and getting to know them.
• Ensure all day to day customer needs and complaints are handled quickly, efficiently and to ensure total customer satisfaction.
• Manage and process customer journey from move in, throughout tenancy to move out (including contractions and expansions within the portfolio).
• Marketing, Community Management & Sustainability
• Responsible for building and maintaining communities within the Centres and local areas.
• Develop relationships with customers and proactively gather information on their needs to identify services and opportunities that could help them achieve their goals.
• Encourage inter-customer trading events
• Host networking events to create and forge new relationships with potential customers and relevant stakeholders.
• Deliver a monthly customer newsletter
• Promote the business centre through customer and general - public contact. Connect with local organisations and business, attend networking events to promote Workspace community and identify potential customers.
• Use relevant social media platforms (i.e. Twitter) to increase awareness of both customers and the Centre in the wider community in accordance with company policies.
• Support and promote the centre’s sustainability programme through the customer base and other stakeholders.

Customer Retention

• Meet regularly with customers to ensure good relations and open dialogue.
• Hold appropriate and engaging networking events that encourage customers to be part of the centre community.
• Promote other business centres and support referral to other locations where required.
• Sales
• Ensure all sales enquiries and negotiations are passed onto the Sales Manager.
• Encourage sales by conducting viewings for unplanned walk-in’s in the absence of Sales Manager.
• Selling the benefits of the Centre and the space, explaining the Lettings terms and maximising other added value services – i.e. meeting rooms, clubs etc...
• Promote other business centres and support referral to other locations where required.

Staff Management & Training

• Responsible for managing the on-site teams, including recruitment and training ensuring that workloads and tasks are appropriately delegated and monitored.
• Carry out staff appraisals in line with Company policy.
• Set, monitor and regularly review team performance and objectives.
• Encourage good communication, team work and an entrepreneurial and motivating environment.

Centre Management & Finance

• Work effectively with the Facilities Management team to ensure high standards of presentation and maintenance of Centres.
• Responsible for arranging emergency/reactive works and liaising with the Facilitates Management team to implement.
• Work with Facilities Management and other colleagues to manage service charge budgets.
• Responsible for dealing with arrears prior to handing over difficult cases to Credit Control team.
• Ensure timely resolution of issues arising and ensure excellent customer communications throughout issue resolution.

This is an exciting opportunity to work as a Centre Manager for this fun and dynamic organisation with a laid back and customer centric approach. If you are interested in the role of Centre Manager please apply by sending your CV urgently to Smita Dwyer.