(Flexible Office) Community Associate
Base Salary: £25,000 - £28,000
Location: East, West, Central London
Start Date: Immediate / After Notice Period
Benefits: See Below
Our client is a purpose-driven flexible office / workspace provider with locations throughout London, NW England and the Midlands. Due to their unrelenting successes and nationwide growth plans, they are now seeking a Community Associate for any of their prime locations in West, East, or Central London.
This company provides luxury ethical design-led and sustainable coworking offices, meeting, and event spaces for individuals, start-ups and SMEs with a social impact mission / business. In addition, they offer bespoke community wellness programmes tailored to the communities they are situated in.
BENEFITS INCLUDE:
25 days annual leave + all statutory annual holidays
2x paid charity / volunteer days per year
ESOP - Employee Stock Options
Discretionary Bonuses
Pension
Health Fund
EAP - Employee Assistance Programme
Cycle to work scheme
Gymflex membership
Tastecard
Perks at work
£30 Betterspace allowance
Employee Referral Scheme
Onsite fruit, snacks and drinks
Company wide hang outs
REQUIRED / DESIRED EXPERIENCE
Career Experience:
Demonstrable customer facing/service (ideally with front desk/reception) experience
Prior experience of working in either the co-working / serviced offices, events, high-end hospitality/retail and /or luxury hotel (including boutique hotel) or members club sectors.
Prior experience of working in a start-up/SME would be beneficial
Knowledge & Skills:
Able to work effectively with computerised systems eg Microsoft Office suite
Use and maintenance of a CRM eg Office RnD and Hub Spot
High level of organisational skills with the ability to deal with conflicting priorities/deadlines in a fast-paced role/environment.
Strong customer care ethic and ability to build relationships at all levels
Motivations & Interests:
Interest in Mission-driven business, Purpose, and sustainability
Positive approach to learning in the role and identifying your own training needs as appropriate
THE ROLE OVERVIEW:
To be the first/last point of contact for our members and guests, providing them a warm and welcoming experience. To support the Area Operations Manager (AOM), Community Manager (CM) and Community Sales Manager (CSM) in creating an environment where our members can thrive.
As Community Associate (CA), you'll be the face of the company and have a strong presence on Front Desk. In this role you are responsible for all members' and guests' first (and last) experience of the company's coworking spaces.
Our Community Associates are an integral part of the day-to-day success of each coworking and event space location and work within a cohesive team that is committed to providing exceptional service to members and guests. In this role, you will work alongside the AOM, CM and SCM to help a fun and inspiring environment in which our members can thrive.
As a Community Associate you must be passionate about people, obsessed with organisation and in delivering a 5* customer service experience to everyone you meet.
KEY RESPONSIBILITIES
Community / Members' Duties:
Provide a warm, friendly welcome to all members, guests, colleagues and external visitors to the site
Consistently deliver a ‘members first’ service to meet//exceed service KPIs / standards to deliver member satisfaction (ensure a rapid and suitable response to all member queries and requests) and support the delivery of the Member Engagement Programme where needed.
Responsible for the opening / closing (including any security measures) the Front Desk in line with SOPs
Encourage member usage of member app and any other associate technology to increase member engagement
Manage ‘move in’ administration for new members in line with SOP
Checking in / out, Day pass and Flex Members
Communicate guest and tour arrival to appropriate colleague/member
Manage all internal and external/commercial meeting room bookings, ensuring you work closely with Community Sales Manager on commercial event bookings
Help the Community Manager maintain members portal and encourage member usage of member app and any other associate technology to increase member engagement
Responsible for ordering supplies and incidental for socials and external events
Replenishment of stock ordering (with the Community Manager) i.e. stock for the site bar
Responsible for uploading all orders and receipts to ‘Xero (accounting software)’ liaising with finance department when needed
Monitoring Front Desk email account
Respond to all enquiries via email/phone/in person (from members and external parties).
Notify members of deliveries
Alert Community Manager / Community Sales Manager and GM to any contracted works in the building
Access pass handling and distribution for members
Manage all member communication including the members newsletter, snapshot, and weekly updates including screens throughout your site.
Assist with viewings / tours where / when required
Operations:
Support onboarding sessions for new members and ensuring security and health and safety information is clearly stated and understood by new members.
Conduct morning walkthroughs escalating any recurring and new issues e.g. maintenance, to your GM
Monitor building standards, coordinate building issues and report or escalate any operational issues (I.T, FM, AV contractors etc)
Ensure general tidiness of reception and communal areas,
Check that all meeting rooms and phone booths are fit for purpose
Capture sustainability data from members and building to be used in Impact reporting
Cover team members’ lunch breaks, sickness and annual leave
Have full understanding of the company's policies, procedures and pledge ensuring members comply
Covering team members’ lunch breaks and leave where required