Cluster Centre Manager

Job Description

Cluster Centre Manager£46,000-£48,000Reporting to: Portfolio ManagerResponsible for: Assistant Centre Manager, ReceptionistEstablished in 1987, and listed on the London Stock Exchange since 1993,This leading Property Investment PLC company who specialise in Business Centres all over LondonThe 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 businessesThis client is FTSE 250 listed Real Estate Investment Trust (REIT) and a member of the European Public Real Estate Association (EPRA).Objective: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, etcStaff 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.Centre Management" Responsible for the overall management of Centres within cluster." Identify value enhancing Centre improvements and recommend these to the Portfolio Manager." 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." Responsible for customers moving in and out, including management of the dilapidations process and unit preparation in line with Company Procedures.Finance" Liaise with Portfolio and Asset Manager to maximise occupancy and rent roll." Prepare, manage and review all rental budgets with Portfolio Manager and Facilities Manager." Work with Facilities Management and other colleagues to manage service charge budgets." Responsible for the purchase card expenditure and site master keys." Responsible for managing Business Rates expenditure ensuring optimisation in the reduction of payableDevelopment Management" Understand future development objectives for Development Sites in the cluster" Liaise with Project Management and Facilities Management teams to ensure Development, Asset / Centre Management and Facilities Management objectives are aligned." Responsible for managing Customer expectations. Ensure that Customers are aware of development plans for the building and the potential disruption." Liaise with Asset Management and Sales to ensure that occupancy remains high throughout the development.This should include management of rent reduction requests from customers.Key Requirements needed for this position :" Previous Business Centre management experience is essential and exposure to refurbishment and Major works is also a key requirement