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Community Manager Purpose
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.
We are committed to excellence, and consistently delivering the basics will demonstrate this. 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 on-site "go-to" person, you will be passionate about customer experience and will work with our Service Partners to achieve our goals—providing them with direction and motivation to help us succeed together.
Creating workplaces that provide memorable experiences is our priority. It is vital that you promote and maintain positive relationships with our customers, partners, and local communities. You will be responsible for delivering our workplace strategy, aiming to exceed customer expectations and embracing opportunities for new ideas and innovations.
Drawing on your experience and knowledge of our customers, you will help shape the look and feel of our workplaces, demonstrating our collaborative approach and creating an open, fair, and inclusive environment for all.
You should be passionate and dedicated to delivering excellent customer and workplace experiences. Enjoy finding innovative ways of doing things and play a key role in driving a consistent approach to our workplace strategies across the GPE fully managed portfolio—helping us foster a culture of continuous improvement and customer engagement.
Hours of Work
Monday - Friday, 8am - 6pm
Salary
£42-48K per annum depending on experience
Key Objectives
1. Responsible for the customer and workplace experience.
2. Responsible for day-to-day management of your fully managed GPE workplace.
Responsibilities
Customer and Workplace Experience
* Support the Customer Experience Manager with daily site operations.
* Deliver a premium, proactive, and enjoyable workplace experience.
* Lead by example—professional, fun, focused service to achieve customer retention, advocacy, and acquisition.
* Position GPE as a partner of choice.
* Ensure amenity spaces remain fit for purpose and deliver an exceptional user experience.
* Proactively engage with customers, understand their needs, and use feedback to improve their experience.
* Support customer onboarding and offboarding for smooth transitions.
* Lead customer events aligned with GPE's values and strategic goals.
* Utilize helpdesk systems to log and monitor issues and jobs.
Financial Management
* Manage spend on events and amenities within budget.
* Report on budget performance regularly.
Commercial Planning, Sustainability, and Wellness
* Contribute to workplace strategy aligned with customer and commercial objectives.
* Identify opportunities for innovation.
* Promote additional services and opportunities.
* Collaborate with local communities and partners for enterprise opportunities.
Workplace Management
* Ensure amenities, meeting rooms, and phone booths are clean, healthy, safe, and secure.
* Conduct regular checks to maintain standards.
* Support mobilization on new floors and buildings.
* Innovate to create exceptional workplaces and experiences.
* Ensure spaces enable customers to achieve their business objectives.
* Capture and feedback customer insights.
Service Partner Management
* Manage daily service delivery (housekeeping, maintenance, catering, security).
* Indirec management of site-based service partners.
* Support service partner reviews and SLA management.
Decision-Making
Make day-to-day decisions regarding customer and workplace experience, health and safety, finances, sustainability, technical delivery, and service performance, with guidance from the Customer Experience Manager. Be comfortable with risk assessment and autonomous decision-making as needed.
Key Competencies
* Customer focus, relationship building, decision-making, resilience, innovation, role modeling, passion, teamwork, accountability, tenacity, priority setting.
Company Values
* We achieve more together
* We are committed to excellence
* We are open and fair
* We embrace opportunity
Additional Details
* Seniority level: Not Applicable
* Employment type: Full-time
* Job function: Facilities Management
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