Centre Operations Coordinator

1 week ago

London, Greater London, United Kingdom NewFlex Full time
About the Role

We are seeking a highly skilled Centre Operations Coordinator to join our team at NewFlex. As a key member of our operations team, you will be responsible for delivering exceptional customer experiences and supporting the General Manager in maintaining operational excellence.

Key Responsibilities
  • Customer Service
    • Deliver outstanding service experience to all stakeholders, ensuring their needs are met and exceeded.
    • Conduct professional and friendly viewings, extracting relevant information to enable the sales team to close deals.
    • Proactively seek feedback and resolve customer queries at first touch.
    • Build relationships with customers through regular communication, capturing upselling opportunities.
    • Manage centre standards to the highest level, ensuring a positive and welcoming environment.
    • Conduct pre-event inspections of meeting rooms and show offices prior to customer viewings or bookings.
    • Oversee customer move-ins smoothly and in line with customer requirements.
  • Commercial
    • Ensure accurate capture of billing for all revenue.
    • Identify and upsell NewFlex services to customers.
  • Health & Safety
    • Ensure comprehensive understanding and compliance with NewFlex health and safety policy and processes.
    • Complete all iAuditor checks and resolve issues within acceptable timeframes.
    • Manage the accident book and report incidents, accidents, and near misses, ensuring compliance with RIDDOR.
    • Review and update emergency evacuation procedures as necessary.
    • Ensure appropriate health and safety arrangements are in place to minimize risks and provide safe working conditions for all building users.
    • Report building-related issues via the property portal and oversee remedial actions.
    • Arrange annual mandatory H&S requirements for the centre and ensure certification is uploaded to the property portal.
    • Monitor contractors to ensure their working practices align with our policies and processes.
    • Coordinate general administration and contractors for planned works.
  • Compliance
    • Maintain up-to-date knowledge of GDPR and AML legislation, ensuring the business adheres to mandatory requirements.
    • Escalate identified issues and risks to the General Manager.
    • Work with Centre Operations Manager and Compliance Manager to ensure customer agreements are current, correct, and accompanied by supporting documentation.
    • Validate customer identification to ensure adherence to AMLR policy.
    • Collaborate with the Compliance Manager to manage virtual customers in line with our virtual policy.
    • Complete all mandatory training modules annually, including Data Protection Awareness, Healthy Working, Fire Safety Plus, Health & Safety Induction, Whistleblowing, Cyber Security, Fraud Prevention, Anti Money Laundering, Anti Bribery, and Code of Conduct.
  • Stakeholders
    • Clients
    • Prospects
    • Customers
    • Colleagues in all departments
    • Newable Group Boards

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