Centre Operations Executive at NewFlex | Leading Flexible Workspace Solutions
Role: Roaming Centre Operations Assistant
Location: Citibase Reading
Hours: 40 hours between 08:30am and 17:30pm, Monday to Friday (occasional work out of normal business hours)
Reporting to: General Manager
Overview
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 have been growing for 25 years to cement our position as The Property Manager for the New Economy. We are experiencing a period of growth as the flexible officing revolution continues to disrupt the traditional office market. Our 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.
Values: Smart, Supportive, Prudent, Straightforward and Responsible. We expect all our employees to live our values in everything they do at work. Our purpose is to make a sustainable profit from unleashing the potential of buildings and people.
What will you do?
The Roaming Centre Operations Assistant primary responsibility is to deliver world class customer experience and support the General Manager to deliver operational excellence, keeping the centre safe and compliant in line with our policies and processes. The Centre Operations Assistant will also support the General Manager by carrying out ad hoc duties.
We Want Someone Exceptional Who Can Focus On
Customer Service
* Deliver outstanding service experience to all stakeholders
* Deliver professional and friendly viewings, extracting relevant information by questioning to enable the sales team to close the deal
* Proactively seek feedback and resolve customers queries at first touch
* Build relationships with customers through regular communication to capture 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
* Ad hoc duties as required by the General Manager
Commercial
* Ensure the capture of billing for all revenue
* Identify and upsell all NewFlex services
Health & Safety
* Understand and ensure compliance with the NewFlex health and safety policy and processes
* Complete all iAuditor checks and resolve issues within acceptable timeframes
* Manage the accident book and report all incidents, accidents and near misses in line with RIDDOR
* Review and update emergency evacuation procedures as necessary
* Ensure health and safety arrangements minimise risks and provide safe working conditions for all building users
* Report building-related issues via the property portal and oversee timely remedial actions
* Arrange annual mandatory H&S requirements for the centre and ensure certification is uploaded to the property portal
* Monitor contractors to ensure their practices align with policies and processes
* Coordinate general administration and contractors for planned works
Compliance
* Ensure the centre operates in line with company policies, procedures and processes
* Maintain knowledge of GDPR and AML legislation and ensure mandatory requirements are followed
* Escalate issues and risks to the General Manager
* Work with the General Manager and Compliance Manager to ensure customer agreements are current and properly documented
* Validate customer identification to ensure AMLR policy adherence
* Work with the Compliance Manager to ensure virtual customers are managed in line with policy
Knowledge/Experience
* Previous customer service experience essential
* Minimum Grade C in English and Maths (or equivalent)
* Confident user of Microsoft Office 365 (Word, Excel, Outlook)
* Fire Marshal (Training provided)
* First Aid at Work Certificate (Training Provided)
Key Skills/behaviours
* 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)
* 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
Please note: this posting reflects the current opening and does not guarantee a position. Applications will be reviewed as slots open.
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