Operations Lead
Location: Shoreditch / Hackney, London
Salary: £30,000 - £40,000
Benefits: Private Medical Package. See More Below
Our client is an established and thriving, design-led flexible workspace company, providing unique buildings and workspaces for individuals and businesses in the creative industries.
They are currently seeking an Operations Lead to join and support their rapidly expanding teams as they enter a high growth phase across their multiple locations in London and Devon.
The Operations Lead will be responsible for ensuring that optimal systems and processes are in place to provide a solid foundation as the company enters a high-growth phase.
As an integral part of the Operations Department, the Operations Lead role will cover external and internal operations, with KPIs relating to both commercial residents’ (members) satisfaction and the effectiveness of the company’s systems, training, and processes.
The Operations Lead will be a key point of contact for both members and staff on a range of issues so must demonstrate the ability to manage a varied workload, responding to reactive issues when required while also ensuring timely delivery of larger projects.
Technical Operations Experience Required:
Improving/designing internal processes
Sourcing tech-based solutions (eg, apps, software, integrations)
Collecting/analysing some basic data
Producing/auditing documentation
Tracking KPIs
BENEFITS INCLUDE:
Full medical care package.
24/7 Counselling service
Cycle to work Scheme.
23 days paid holidays + 1 for every year at the company up to a max of 3; in addition to all statutory holidays.
On-site company discounts
Team outings and events
Private pension contributions
Online discount subscription
ROLE OVERVIEW
As an integral part of the Operations Department, the Operations Lead role will cover external and internal operations, with KPIs relating to both commercial residents’ (members) satisfaction and the effectiveness of the company’s systems and processes.
Externally, the Operations team is responsible for members’ experience and facilities including building maintenance and health & safety, and services such as Front of House, post sorting and printing as well as the provision of the resident IT offering.
With support from their Maintenance, Resident Experience & IT teams, you will improve the services currently available to residents with scalability and effectiveness in mind as the company is on a rapid growth trajectory.
You will explore creative and cost-effective solutions to ensure that their portfolio of buildings are safe, functional and inviting at all times.
Internally, you will ensure that optimal systems and processes are in place to provide a solid foundation as the company enters a high-growth phase.
As their systems of work evolve and expand, this role requires someone who can quickly adapt to new ways of working, presenting information and procedures in such a way that enables the whole team to work to the same standards, across all their locations. You will also lead on the production of standardised training guides and delivery of in-person training to refine the performance and efficiency of our teams.
You will work towards gaining in-depth knowledge of how other departments within the company operate to ensure data quality and effective information sharing. You will also be required to conduct audits and spot checks on performance, identifying areas where development is needed to always ensure best practices.
A background in systems and programmes would be beneficial to this role as well as the technical ability to produce user-friendly training guides.
A warm and approachable presence will be required as you will be a key point of contact for both residents and staff on a range of issues. You must demonstrate the ability to manage a varied workload, responding to reactive issues when required while also ensuring timely delivery of larger projects.
RESPONSIBILITIES:
Devise and implement a clear and robust e-filing system, ensuring all stakeholders complete the project accurately and thoroughly. Oversee the upkeep of this system, ensuring accuracy and quality of the content by drawing up concise documentation, carrying out regular training and spot checking.
Develop a productive, efficient, and goal-orientated working environment for the team across all sites.
Work with IT and department heads on the development and functionality of the bespoke CRM system
Lead on staff training and development, beginning with induction for new members, through to refresher and new module training. You will draw up training documents and manage the development of the team via the training pipeline.
Support management with reporting across various activities and departments, maximising the potential of their software to produce incisive reports on company KPIs.
Ensure the smooth running of all company sites with a focus on facilities, contributing to the management of their cleaning company, caretaking, landscaping, and security teams.
Oversee the day-to-day management of health and safety, fire and compliance across all company sites.
Support the Community Management team to deliver the best possible resident experience across all sites.
Develop KPIs for the Community Management team and review them regularly.
Ensure the quality of the company's products and services are in line with company standards and members' expectations.
Have some experience with Adobe packages to produce in-house documentation & signage.
Support the Operations Manager on a range of tasks, contributing to and collaborating on long-term projects and new site launches.
REQUIRED EXPERIENCE:
At least 2 years in an operations role, preferably within a customer service /hospitality environment.
Ideally, 1 year or more of operations management and team training experience.
A background in systems and programmes would be beneficial to this role as well as the technical ability to produce user-friendly training guides.
Excellent customer service skills.