Location: Citibase Reading
Hours: 40 hours between 8:30am to 5:30pm (Monday to Friday)
Reporting to: Centre Executive
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.
What will you do?
The primary responsibility is to deliver exceptional customer experience and support the Operations Executive and Centre Executive to deliver operational excellence keeping the centre safe and compliant in line with our policies and processes.
We want someone exceptional who can focus on:
Customer Service
Deliver outstanding service experience to all stakeholders.
Complete viewings training to enable delivery of professional and friendly viewings.
Provide a warm and friendly welcome to all customers and visitors at the centre.
Proactively seek feedback and resolve customers queries at first touch.
Build relationships with customers through regular communication to ensure capture of any upselling opportunities.
Manage centre standards to the highest level.
Conduct pre-event inspections of all meeting rooms and show offices prior to a customer viewing or meeting room booking.
Oversee customer move ins smoothly and in line with customer requirements.
Conduct centre viewings in line with the sales process
Ad hoc duties as and when required by the Centre Executive or Operations Executive .
Commercial
Ensure the capture of billing for all revenue
Identify and upselling all NewFlex services
Roaming
Availability to cover in multiple centres where required.
To conduct Centre Operations Assistant tasks in line with the requirement for each centre.
To complete the Centre checklist provided by the Centre Executive
Ad hoc duties as and when required
Health & Safety
To have a comprehensive understanding and ensure compliance with the NewFlex health and safety policy and processes
Complete all iAuditor checks and resolve any issues within acceptable timeframes
Management of the accident book and the reporting of all incidents, accidents and near misses. Compliance with RIDDOR
Review and update as necessary the emergency evacuation procedures
Ensure appropriate health and safety arrangements are in place to minimise risks and provide for safe working conditions for all building users
Ensure all building related issues are reported via the property portal and oversee remedial actions, as required, are completed in a timely manner
Arranging all annual mandatory H&S requirements for the centre and ensure certification is uploaded to the property portal in a timely manner
Strict monitoring of contractors to ensure their working practices are in line with our policies and processes
General administration and coordinating of contractors for planned works
Compliance
Ensure the centre operates in line with company policies, procedures and processes
Maintain up to date knowledge of GDPR and AML legislation and ensure the business follows mandatory requirements
Escalate identified issues and risks to the Centre Executive
Working with Centre Executive and Compliance Manager to ensure that all customer agreements are current, correct and accompanied by the correct supporting documentation.
Validating customer identification to ensure adherence to AMLR policy
Work with the Compliance Manager to ensure our virtual customers are managed and operate in line with our virtual policy
Knowledge/Experience
Previous customer service experience is essential
Minimum Grade C in English and Maths (or equivalent)
Confident user of Microsoft office 365 (Word, Excel and Outlook)
Fire Marshal (Training provided)
First Aid at Work Certificate (Training Provided)
Qualities
Able to work efficiently and independently with minimal supervision.
Hardworking, reliable and motivated.
Excellent attention to detail.
Take great pride in the standard of your work.
You need to work well as a part of a wider team and be self-motivated.
Have a can-do attitude.
Key skills/behaviours required for this role:
Planning and organising
Building relationships
Excellent communicator
Resilient and embraces change
Team player
What will we offer you?
£28,500 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 applications.
REF-(Apply online only)