Cluster Centre Manager

Job Description

Cluster Centre Manager £46,000-£48,000 Reporting to: Portfolio Manager Responsible for: Assistant Centre Manager, Receptionist This leading Property Investment PLC company who specialise in Business Centres all over London The companys focus is to provide inspiring, flexible work spaces in dynamic London locations. They are a home to thousands of exciting businesses, including established brands, as well as fast-growing, emerging dynamic businesses The companies purpose is to give businesses the freedom to grow, and everything they do is geared towards helping them perform at their very best. They believe that growth comes through collaboration, which is why they offer support for customers to create communities and environments their teams need to thrive.This strong sense of purpose has created an internal culture that puts people at the heart of the business and places an emphasis on customer service. Their dynamic and caring culture is driven by a clear set of values shared by our employees, who are enthusiastic, focused and creative.To pro-actively manage and market the above Business Centres to ensure:- Excellent delivery of customer service and customer satisfaction.- Strong sales results.- Rent roll and occupancy are maximised through the delivery of on-site initiatives.- A strong community network is built and maintained.- High standards of presentation and maintenance of Centres.Main Responsibilities:Customer Service- Be the first point of contact for visitors and customers by maintaining a public presence at reception or hot desk where appropriate.- 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).- Ensure all reception/admin requests are well managed.- Sales- Ensure all sales enquiries and negotiations are passed onto the Sales Manager.- Encourage sales by conducting viewings for unplanned walk-ins 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, Excell, etc- Familiarisation with competing Centres and services in the local areas.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.- Assist the wider Centre team in the provision and induction for new starters within the portfolio as required.- Work closely with the Sales and Facilities Management team to ensure good, open communication across the Centres.- Marketing, Community Management and Sustainability- Responsible for building and maintaining communities within the Centres and local areas.- Encourage inter-customer trading events through the companies network and location websites.- Host networking events to create and forge new relationships with potential customers and relevant stakeholders.- Deliver a monthly customer newsletter.- Ensure the branding and signage of the Centre complies with Group policy and is kept to a high standard.- Promote Workspace through customer and general public contact.- Use relevant social media platforms (i.e. Twitter) to increase awareness of both customers and the Centre in the wider community in accordance with our policies.- Support and promote the companies sustainability programme through the customer base and other stakeholders.- Centre Management- Responsible for the overall management of Centres within cluster.Key Requirements needed for this position :Previous Business Centre management experience is essential coupled with exposure to refurbishment and Major works is also a key requirement