Centre Operations Manager

Salary: £33,600 per year

Centre Operations Manager

Role: Centre Operations Manager

Location: Bristol Aztec West

Hours: 40 hours between 8:30am – 17:30pm Monday to Friday

Reporting to: Regional Operations Manager

Responsible for: Centre Operations Assistant

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’. 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 are our values?

Our values shape our culture and guide us how we go about our daily business to support our purpose and ambition.

The purpose of NewFlex is to make a sustainable profit from unleashing the potential of buildings and people.

Our values are Smart, Supportive, Prudent, Straightforward and Responsible. We expect all our employees to live our values in everything they do at work. Our values make us who we are.

What will you do?

NewFlex has an opportunity for an exceptional individual to take on the challenging role of Centre Operations Manager. The Centre Operations Manager’s main focus is to deliver a great customer experience and to work in partnership with the Regional Operations Manager, Compliance Manager and National Property Manager to deliver excellence in centre standards and adherence to our operating policies and procedures.

Make the grade and you could soon be leading a successful centre team – with a business that’s going places.

We want someone exceptional who can deliver the following key responsibilities:

Customer Service

Responsible for the delivery of outstanding customer service in the Centre
Deliver professional and friendly viewings and to identify upselling opportunities
Proactively seek feedback and resolve customers complaints at first touch
Build relationships with customers through regular communication to ensure capture of any upselling opportunities
Have a presence within the local neighbourhood to promote NewFlex
Manage Centre standards to the highest level through the Centre Operations Assistant role
Ad hoc duties as and when required by the business

Commercial

Assist with reducing debt
Ensure the capture of billing for all service revenue
Regular revenue audits

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 the business follows mandatory requirements
Escalate identified issues and risks
Working with Compliance Manager to ensure that all Customer Agreements are current, correct and accompanied by the correct supporting documentation
Validating customer identification to ensure adherence to AMLR policy
Work with the Compliance Manager to ensure our virtual customers are managed and operate in line with our virtual policy

People Management

Manage and oversee the day to day activities of the Centre Operations Assistant, with a specific focus on ensuring that all risk mitigation measures identified in the Covid Secure Office risk assessment are in place at all times
Manage the centre team payroll and absence returns

Health & Safety/Building Management

Manage and support the Housekeeper to deliver the ‘Covid Secure Office’ at all times
To have an understanding and work to policies relating to statutory H&S obligations to ensure NewFlex is H&S compliant
Ensure appropriate health and safety arrangements are in place to minimise risks and provide for safe working conditions for staff, customers and visitors
Ensure all building related issues are reported via the property portal and remedial actions, as required, are completed in a timely manner
Responsible for arranging all annual mandatory H&S requirements for the centre, and ensure certification is uploaded to the property portal in a timely manner

Fun – You can do all the above with a smile on your face and maintain a positive attitude, you lead by example to ensure the centre you are proud of provides a great customer experience every day.

Knowledge/Experience

Serviced office experience desired
To have an understanding and work to policies and processes to
deliver compliance to statutory H&S obligations
Confident user of Microsoft office 365 (Word, Excel and Outlook)
Minimum Grade C in English and Maths (or equivalent)

Key skills/behaviours required for this role:

Planning and delivering
Problem solving
Decision making
Stakeholder management
Effective communication at all levels
Passionate about delivering exceptional customer services
Promote a positive image of the Company that promotes the NewFlex values
Excellent communicator
Working effectively
Resilient and embraces change
Have a can-do attitude
Good attention to detail
Confident communicator
A good balance of support and challenge with key stakeholders
Resilient and embraces change
Standards driven
Calm demeanour in periods of change

What will we offer you?

up to £33,600 per annum
33 days Annual Leave (including Bank Holidays)
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

This vacancy will close once we have filled all available interview slots. We therefore highly recommend early application

Ref: 107 674