Centre Operations Manager

3 days ago

Edinburgh, United Kingdom NewFlex Full time

Role: Centre Operations Manager
Location: Edinburgh Gyleview
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 Manger 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?**
- £28,000 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

Ref: 136 594

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