Community Host

5 months ago

Edinburgh, United Kingdom On Verve Full time

**Purpose of the Role**:.
- Ownership and responsibility for a total Workplace service delivery within the building, using relevant Instant/Client tools and working closely with onsite support Teams.
- To provide support with a variety of Workplace requests, within the building.
- To assist the Community Manager in delivering a seamless service in conjunction with any service providers.
- To support in ensuring the office working environment and workplace services supporting the business achieve qualitative standards, meet customer expectations, and are continually improved.
- To operate as the local “eyes and ears” of the workplace team bringing any areas of improvement or issues to the Community Manager’s attention.
- To encourage a self-help ethos within the business and ensure that all Workplace related incidents are logged via the approved helpdesk tools.
- As a Community Host, you are responsible for supporting the safety and security of all Broadstone building and office users.

**Key Responsibilities**:
**Strategy and Direction**
- Responsible with supporting the Community Manager with ensuring that the Instant business plan, policy and initiatives are delivered.
- Collaborate and work closely with other onsite support teams (security, catering, cleaning, maintenance, etc) to ensure service delivery, bringing any ideas of improvement or issues to the Community Manager’s attention, assisting with records management, print device availability and stationery.
- To log any issues promptly with the Helpdesk, owning the ticket through to a successful and timely resolution.
- Awareness of Client and Instant escalation procedure.

**Lead by example**
- Ensure that Instant team etiquette is always followed by yourself and the wider onsite support teams (cleaning, maintenance, front desk).
- Work with the Community Manager to ensure compliance with the relevant supply chain service level agreements (SLA) and bring to the attention any issues or shortcoming in local service.

**Daily responsibilities**
- Collaborate with Security Officer, managing the front desk, providing a remarkable customer service (meet & greet, visitors management, security passes, site H&S inductions, patrols, etc)
- Monitor meetings/events schedule and inform Cleaning team which spaces/areas to prioritize
- Daily Housekeeping of Reception lobby, communal areas, collaboration spaces, internal meeting rooms, desking.
- Active monitoring, by conducting regular floor walks, paying attention to details, looking out for safety issues and poor working practices.
- Log any issues promptly via relevant helpdesk tool, owning the ticket through to a successful and timely resolution, keeping the Community Manager in the loop.
- Monitor shared inboxes and action in a timely and professional manner
- Monitor booking and events tools, being aware of all upcoming meetings/events, ensuring all required details have been provided and actioned
- Responsible for meeting spaces set up and set down, in conjunction with cleaning and maintenance teams
- Provide on the day ad hoc support for meetings and events
- Monitor writeable walls, arrange cleaning if required and replenish stationery consumables
- Ensure all AV equipment in the building and within the meeting rooms is operational, raising incidents via Digital Hub for any faults/issues
- Assist Clients with desk IT kit, printing issues and AV equipment issues/trouble shooting, raising incidents on their behalf, as applicable.
- Sorting and distributing of mail in line with Standard operating processes.
- Update shared spreadsheets & logs with daily operational information
- Book taxis, as required

**Weekly responsibilities**
- Check meetings and events planed for following week, chasing for missing details, additional requirements, updating instructions & info in shared calendars as you go
- Collaborate with Security Officer to ensure correct management of lost property and clear desk policy
- Manage stationery stock levels throughout the building and ensure all printers have sufficient paper and toner. Order stocks as required, via approved suppliers.
- Manage locker and filing cabinets allocation, keeping the register up to date.
- Assist Community Manager with weekly and fortnightly Client reporting
- Support Security officer with delivering site H&S inductions to all internal and external guests
- Assist New Joiners with the booking tool app and building services
- Manage outgoing and incoming mail, book couriers as required
- Assist Community Manager with nominated support tasks
- Proactively seek for additional tasks during quiet periods

**Monthly responsibilities**
- Support the local Community Manager with completing various monthly reports.
- Support with keeping the Operational Manual up to date with relevant information and procedures
- Support the Updating of local office and regional information as and when required
- In the absence of the Community Manager, support the Snr Accoun

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