Member Experience Assistant

7 months ago

London, United Kingdom Uncommon Full time

**ABOUT US**

Where you work matters. Uncommon is more than just a workspace, it's an experience. Curated to be exceptional, dynamic, and people-orientated, so you can thrive at work every day. Where every small detail makes a big difference. We are dedicated to making a positive impact - to our team, socially and environmentally. After all, where you work matters. Our people-centric culture is echoed not only in the service we provide, but throughout our internal people processes and Ethos, championing an environment where everyone can thrive.

**THE ROLE**

This role is an important part of the Uncommon Team and is the first point of contact for members, guests, prospective members, agents & visitors, ensuring a great first impression & service is provided.

**RESPONSIBILITIES**
- First point of contact, ensuring a great service and first impression.
- Take time to get to know our members and ensure the highest level of customer service.
- Effectively contribute to the smooth running of the building through the service provided.
- Manage member requests promptly in a professional manner.
- Ensure member queries & complaints are resolved as quickly as possible.
- Contribute to positive member feedback scores through the service provided.
- Ensure the service provided aligns with our Uncommon Ethos.
- Prepare meeting rooms to a high standard and manage turnaround between bookings.
- Carry out administrative tasks for members and AGM/GM.
- Assist with events and bookings when needed.
- Conduct a number of daily building walks to ensure building is kept to a high standard.
- Assist with move-ins and move-outs, prepare and distribute member welcome packets.
- Ensure best practice and processes are followed in line with Uncommon standards.
- Demonstrate Uncommon Care when supporting the team and members.
- Live our Behaviours, Thoughtfully Engaging, Creatively Expressive and Purposefully Encouraging ensuring our Ethos is reflected in the service provided.
- Reply to sales enquiries professionally and promptly and work closely with Sales Team.
- Help with the events space enquiries and carry out viewings.
- Upsell where possible to increase revenue.
- Ensure customer service standards are maintained when supporting with sales.
- Push for Better, bring forward new initiatives to further improve service & offering to our members.
- Champion existing member products and services.
- Support other locations where needed and effectively contribute to the Onecommon Team.
- Bring forward new initiatives to further improve service & offering to our Members.
- Push for better in the service delivered & the environment we provide to our members and colleagues.

**ESG / SUSTAINABILITY**
- Understand the Uncommon mission to become a sustainable business and what this means in the context of managing a building.
- Become an Uncommon Ambassador for ESG.
- Support the execution of the Reduction Plan and minimise carbon footprint.
- Promoting our ESG approach and right behaviours amongst the member community.
- Have an individual responsibility for ensuring fairness and adherence to our DE&I policy. This can be achieved by respecting the right to work in an environment free from prejudice and discrimination, exhibiting the correct behaviours and challenging colleagues through appropriate channels who fall short of these expectations.
- Promote a positive work environment where individuals feel able to be themselves Remain committed to supporting colleagues and members, understanding that some disabilities are not visible.
- Participate in and promote job specific trainings, actively engage and maximise on any opportunity offered.

**ONECOMMON EQUAL OPPORTUNITIES

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