Assistant Centre Manager

Objective: to assist the Centre Manager to pro-actively manage and market the Business Centre 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
• Build and maintain a strong community network
• High standards of presentation and maintenance of Centre

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 increase good customer relationships by understanding them and their business
• Ensure all day to day customer needs and complaints are handled effectively and efficiently to ensure total customer satisfaction
• Ensure all reception/admin requests are well managed

Sales

• Encourage sales by conducting viewings of vacant space, selling the benefits of the space and the Centre, and explaining the Lettings terms and maximising other added value services
• Familiar with telecoms industry terminology, unique selling points (USP’s), sales process and pricing and the ability to communicate this to potential customers
• Assist in the hosting, management and marketing of the space (if applicable) – ensure all up/down sizing opportunities are maximised
• Familiarisation with competing centres and services in the local areas

Team Management

• Supervise and motivate the on-site team
• Encourage good communication, team work and an entrepreneurial environment within the wider Centre team
• Work closely with the Facilities Management team to ensure good, open communication across the Centre
• Deputise in the absence of the Centre Manager and in consultation with the Portfolio Manager

Marketing, Community Management and Sustainability

• Encourage building and maintaining communities within the Centre
• Encourage inter-customer trading events through the network, social media and location websites
• Assist in hosting networking events to create and forge new relationships with potential customers and relevant stakeholders
• Assist in producing and distributing a monthly customer newsletter
• Promote the space through customer and general public contact
• Use relevant social media platforms to increase awareness of both customers and the Centre in the wider community in accordance with our policies
• Work closely with the Company to ensure its close integration, success and promotion
• Support and promote the sustainability programme through the customer base and other stakeholders

Centre Management 

• Assist in identifying value enhancing Centre improvements and recommend these to the Centre Manager & Portfolio Manager
• Work effectively with the Facilities Management team to ensure high standards of presentation, maintenance, and arrange reactive works if necessary
• Ensure compliance with Health and Safety Policy and all associated statutory requirements throughout the centre
• Be familiar with customers moving in and out, including management of the dilapidations process and unit prep in line with Company procedures
• Ensure that all customers are complying with the lease terms
• Full implementation of the Centre procedures
• Carry out specific tasks as agreed with the Centre Manager

Finance

• Work within the service charge budget with the Centre Manager, FM Manager and other colleagues
• Encourage sales to achieve company targets, ensure rent and service charge income are to full target levels
• Assist with arrears collection prior to handing over difficult cases to Credit Control team
• Assist in the management of Business Rates expenditure ensuring optimisation in the reduction of payable rates

Limits of Authority

All actions outside the general agreed day–to-day management procedures should be authorised by the Asset Management, including the issuing and receipt of keys and the purchasing of goods and services outside agreed budgets.

Additional Requirements

• All employees are expected to adhere to all the policies and procedures which are accessible on the HR pages of the intranet and Centre Manager handbook, also located on the intranet
• Employees will be expected to comply with any reasonable request from a manager to undertake work of a similar nature that is not specified in this job description
• This post may be required to work outside of normal working hours in accordance with the needs of the role. Employees may be required to work at other Centres on a temporary or permanent basis, depending on business needs
• Employees may be required to work at other Centres on a temporary or permanent basis, depending on business needs.

Salary
£25000 to £30000
Location
London
Posted
Monday 13th May, 2019
Co-Working / Serviced Offices

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