Centre Manager

3 weeks ago

London, United Kingdom RM Group Holdings Limited Full time

**Salary: Negotiable (well above market rate) plus bonus and extensive benefits.**

**Location: London Bridge**

**Great opportunity to join a fantastic company that offers professional and personal development.**

**Objectives**:
To pro-actively manage and market 2 Business Centres 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.
- A strong community network is built and maintained.
- High standards of presentation and maintenance of Centres.

**The role...**

**Customer Service**:

- Be the first point of contact for visitors and customers by maintaining a public presence within the centres.
- Provide first class customer service to all customers, and visitors to the centres.
- Engage with all existing customers, and potential new customers to strengthen and grow good customer relationships by understanding their business and getting to know them.
- Ensure all day to day customer needs and complaints are handled quickly, efficiently and to ensure total customer satisfaction.
- Manage and process customer journey from move in, throughout tenancy to move out (including contractions and expansions).
- Ensure all reception/admin requests are well managed.

**Sales**:

- Ensure all sales enquiries and negotiations are passed onto the Sales Manager.
- Encourage sales by conducting viewings for unplanned walk-in’s in the absence of Sales Manager.
- Selling the benefits of the Centre and the space, explaining the terms and maximising other added value services -i.e. meeting rooms etc.
- Familiarisation with competing Centres and services in the local areas.

**Staff Management & Training**:

- Responsible for managing the on-site teams, including recruitment and training ensuring that workloads and tasks are appropriately delegated and monitored.
- Carry out staff appraisals in line with Company policy.
- Set, monitor and regularly review team performance and objectives.
- Work in accordance with the policies and procedures of the company.
- Encourage good communication, team work and an entrepreneurial and motivating environment.
- Work closely with the Sales and Facilities Management team to ensure good, open communication across the Centres.

**Marketing, Community Management and Sustainability**:

- Responsible for building and maintaining communities within the Centres and local areas.
- Encourage inter-customer trading events through company network and location websites.
- Host networking events to create and forge new relationships with potential customers and relevant stakeholders.
- Deliver a monthly customer newsletter.
- Promote the company through customer and general public contact.
- Use relevant social media platforms (i.e. Twitter) to increase awareness of both customers and the Centre in the wider community in accordance with company policies.
- Support and promote the sustainability programme through the customer base and other stakeholders.

**Centre Management**:

- Responsible for the overall management of two Centres.
- Identify value-enhancing Centre improvements and recommend to management team.
- Work effectively with the Facilities Management team to ensure high standards of presentation and maintenance of Centres.
- Responsible for ensuring compliance with Health and Safety policies and procedures, and all associated statutory requirements throughout the centres.
- Responsible for arranging emergency/reactive works and liaising with the Facilitates Management team to implement.
- Responsible for customers moving in and out, including management of the dilapidations process and office preparation in line with Company Procedures.
- Ensure that all customers are complying with the lease terms.
- Full implementation of the Centre Procedures.

**Finance**:

- Liaise with management to maximise occupancy and rent roll.
- Prepare, manage and review all rental budgets with management team.
- Work with Facilities Management and other colleagues to manage service charge budgets.
- Responsible for dealing with arrears prior to handing over difficult cases to Credit Control team.
- Responsible for the purchase card expenditure and site master keys.
- Responsible for managing Business Rates expenditure ensuring optimisation in the reduction of payable rates.
- Responsible for generating Purchase Orders and Sundry invoices as required.

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