NewFlex
Location: Oliver's Yard, London Hours: 40 hours between 8:30am - 17:30pm Monday to Friday Reporting to: Head Of Customer Experience 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 General Manager holds overall accountability for running their designated centres, with the customer experience at the heart of the role. This spans the full customer journey - from first viewing and onboarding through to ongoing experience and long-term retention - with close attention to every touchpoint a customer encounters along the way. Working to KPIs agreed with stakeholders, the General Manager delivers consistently high standards across every centre, taking a proactive approach to operational performance and to managing suppliers and repairs - anticipating issues before they arise rather than reacting to them - while leading on health and safety and team development. We want someone exceptional who can focus on: Operations and Operational Performance Deliver agreed operational KPIs and performance standards. Monitor and control operating costs to achieve value for money. Optimise centre configuration, utilisation and operational efficiency. Support continuous improvement across the designated centre/s. Ensure the smooth day-to-day operations of all centres in the designated centre/s by proactively; Monitoring service quality, customer satisfaction and customer retention. Identifying areas for improvement and optimise processes. Allocating and managing staffing, budgets and facilities. Implementing quality assurance processes to maintain a consistent level of service. Ensuring the highest level of customer service is maintained throughout all centres. Handling escalated customer issues and seek resolutions. Managing the customer journey including customer viewings, onboarding and ongoing engagement. Supporting local marketing activity in line with corporate identity guidelines to drive awareness and engagement. Developing customer engagement and networking opportunities within the local business community. Organising at least fortnightly events to improve customer engagement. Building and maintain strong relationships with key stakeholders. People Management Develop a high-performance, customer-focused culture through performance management, coaching, mentoring, CPD journals, HR processes and KPI setting. Foster a collaborative and customer-centric team environment. Recruit employees and manage underperformance and misconduct. Repairs and Supplier Management Identify repairs and maintenance needs. Identify and recommend suitable local suppliers. Support supplier onboarding through the approved supplier process. Drive value for money while improving quality and responsiveness. Approve and manage supplier relationships. Policies & Procedures Ensuring that all existing and new policies, procedures and processes are used every day. Propose areas for improvement as appropriate. Ensure that ESG policies are implemented as appropriate. Knowledge/Experience • Confident user of Microsoft Office 365 (Word, Excel and Outlook • Management experience • Experience working in a serviced office environment • Demonstrable experience of managing a P&L, in a customer facing multi-site business • Graduate or further education (desirable) • Minimum Grade C in English and Math's (or equivalent) Key skills/behaviours required for this role: • Proven driver of revenue in multiple situations. • Proven Commercial success. • Makes good things happen quickly. • Strong communicator, influencer and negotiator. • Experienced manager and coach of people. • Proven attention to detail. • Experience of planning and forecasting. What will we offer you? • £40,000 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 NewFlex is an equal opportunities employer. This vacancy will close once we have filled all available interview slots. We therefore highly recommend early applications. REF-
Location: Oliver's Yard, London Hours: 40 hours between 8:30am - 17:30pm Monday to Friday Reporting to: Head Of Customer Experience 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 General Manager holds overall accountability for running their designated centres, with the customer experience at the heart of the role. This spans the full customer journey - from first viewing and onboarding through to ongoing experience and long-term retention - with close attention to every touchpoint a customer encounters along the way. Working to KPIs agreed with stakeholders, the General Manager delivers consistently high standards across every centre, taking a proactive approach to operational performance and to managing suppliers and repairs - anticipating issues before they arise rather than reacting to them - while leading on health and safety and team development. We want someone exceptional who can focus on: Operations and Operational Performance Deliver agreed operational KPIs and performance standards. Monitor and control operating costs to achieve value for money. Optimise centre configuration, utilisation and operational efficiency. Support continuous improvement across the designated centre/s. Ensure the smooth day-to-day operations of all centres in the designated centre/s by proactively; Monitoring service quality, customer satisfaction and customer retention. Identifying areas for improvement and optimise processes. Allocating and managing staffing, budgets and facilities. Implementing quality assurance processes to maintain a consistent level of service. Ensuring the highest level of customer service is maintained throughout all centres. Handling escalated customer issues and seek resolutions. Managing the customer journey including customer viewings, onboarding and ongoing engagement. Supporting local marketing activity in line with corporate identity guidelines to drive awareness and engagement. Developing customer engagement and networking opportunities within the local business community. Organising at least fortnightly events to improve customer engagement. Building and maintain strong relationships with key stakeholders. People Management Develop a high-performance, customer-focused culture through performance management, coaching, mentoring, CPD journals, HR processes and KPI setting. Foster a collaborative and customer-centric team environment. Recruit employees and manage underperformance and misconduct. Repairs and Supplier Management Identify repairs and maintenance needs. Identify and recommend suitable local suppliers. Support supplier onboarding through the approved supplier process. Drive value for money while improving quality and responsiveness. Approve and manage supplier relationships. Policies & Procedures Ensuring that all existing and new policies, procedures and processes are used every day. Propose areas for improvement as appropriate. Ensure that ESG policies are implemented as appropriate. Knowledge/Experience • Confident user of Microsoft Office 365 (Word, Excel and Outlook • Management experience • Experience working in a serviced office environment • Demonstrable experience of managing a P&L, in a customer facing multi-site business • Graduate or further education (desirable) • Minimum Grade C in English and Math's (or equivalent) Key skills/behaviours required for this role: • Proven driver of revenue in multiple situations. • Proven Commercial success. • Makes good things happen quickly. • Strong communicator, influencer and negotiator. • Experienced manager and coach of people. • Proven attention to detail. • Experience of planning and forecasting. What will we offer you? • £40,000 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 NewFlex is an equal opportunities employer. This vacancy will close once we have filled all available interview slots. We therefore highly recommend early applications. REF-
NewFlex
Lewisham, London
Role: Centre Operations Assistant Location: Lewisham Hours: 20 hours per week, Monday to Friday - 9:00 am to 1:00pm (occasional work out of normal business hours) Reporting to: General Manager 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'. Our unique Client management model connects building owners (Clients) with occupiers (Customers) to generate cash from underutilised office space nationwide. What are our values? Our values are Smart, Supportive, Prudent, Straightforward and Responsible. We expect all our employees to live our values in everything they do at work. What will you do? The Centre Operations Assistant's 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, plus ad hoc duties as required. Customer Service Deliver outstanding service experience to all stakeholders Deliver professional and friendly viewings, extracting relevant information to enable the sales team to close the deal Proactively seek feedback and resolve customer queries at first touch Build relationships with customers to capture upselling opportunities Manage centre standards to the highest level Conduct pre-event inspections of meeting rooms and show offices prior to viewings or bookings Oversee customer move ins smoothly and in line with customer requirements Commercial Ensure the capture of billing for all revenue Identify and upsell all NewFlex services Health & Safety 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 incidents and near misses, in compliance with RIDDOR Review and update emergency evacuation procedures as necessary Ensure appropriate health and safety arrangements are in place for all building users Ensure building issues are reported via the property portal and remedial actions completed in a timely manner Arrange all annual mandatory H&S requirements and ensure certification is uploaded to the property portal Monitor contractors to ensure working practices align with our policies; coordinate 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 compliance with mandatory requirements Escalate identified issues and risks to the General Manager Work with the Compliance Manager to ensure customer agreements are current, correct and properly documented Validate customer identification to ensure adherence to AMLR policy Work with the Compliance Manager to ensure virtual customers are managed in line with our virtual policy Complete all mandatory training modules annually: Data Protection Awareness, Healthy Working, Fire Safety Plus, Health & Safety Induction, Whistleblowing, Cyber Security, Fraud Prevention, Anti Money Laundering, Anti Bribery, Code of Conduct and Unconscious Bias Stakeholders Clients, Prospects, Customers, Colleagues in all departments, Newable Group Boards 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) 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? 13,500 per annum, 33 days Annual Leave (pro rata) (including Bank Holidays), Birthday Off, Volunteering Days, Discounted Private Medical Insurance, 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 NewFlex is an equal opportunities employer. This vacancy will close once we have filled all available interview slots. We therefore highly recommend early applications.
Role: Centre Operations Assistant Location: Lewisham Hours: 20 hours per week, Monday to Friday - 9:00 am to 1:00pm (occasional work out of normal business hours) Reporting to: General Manager 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'. Our unique Client management model connects building owners (Clients) with occupiers (Customers) to generate cash from underutilised office space nationwide. What are our values? Our values are Smart, Supportive, Prudent, Straightforward and Responsible. We expect all our employees to live our values in everything they do at work. What will you do? The Centre Operations Assistant's 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, plus ad hoc duties as required. Customer Service Deliver outstanding service experience to all stakeholders Deliver professional and friendly viewings, extracting relevant information to enable the sales team to close the deal Proactively seek feedback and resolve customer queries at first touch Build relationships with customers to capture upselling opportunities Manage centre standards to the highest level Conduct pre-event inspections of meeting rooms and show offices prior to viewings or bookings Oversee customer move ins smoothly and in line with customer requirements Commercial Ensure the capture of billing for all revenue Identify and upsell all NewFlex services Health & Safety 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 incidents and near misses, in compliance with RIDDOR Review and update emergency evacuation procedures as necessary Ensure appropriate health and safety arrangements are in place for all building users Ensure building issues are reported via the property portal and remedial actions completed in a timely manner Arrange all annual mandatory H&S requirements and ensure certification is uploaded to the property portal Monitor contractors to ensure working practices align with our policies; coordinate 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 compliance with mandatory requirements Escalate identified issues and risks to the General Manager Work with the Compliance Manager to ensure customer agreements are current, correct and properly documented Validate customer identification to ensure adherence to AMLR policy Work with the Compliance Manager to ensure virtual customers are managed in line with our virtual policy Complete all mandatory training modules annually: Data Protection Awareness, Healthy Working, Fire Safety Plus, Health & Safety Induction, Whistleblowing, Cyber Security, Fraud Prevention, Anti Money Laundering, Anti Bribery, Code of Conduct and Unconscious Bias Stakeholders Clients, Prospects, Customers, Colleagues in all departments, Newable Group Boards 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) 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? 13,500 per annum, 33 days Annual Leave (pro rata) (including Bank Holidays), Birthday Off, Volunteering Days, Discounted Private Medical Insurance, 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 NewFlex is an equal opportunities employer. This vacancy will close once we have filled all available interview slots. We therefore highly recommend early applications.
