Centre Executive

3 weeks ago

Cambridge, United Kingdom CV-Library Full time

Location: Cambridge
Hours: 40 hours per week, Monday to Friday - 8:30am to 5:30pm (occasional work out of normal business hours) 
  
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.

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? 

The Centre Executive is accountable for the effective operation, revenue growth, and customer satisfaction within the centre. Acting in a supervisory capacity to Centre Operations Assistants, this role is dedicated to ensuring an exceptional customer experience, seamless day-to-day operations, and successful sales initiatives. Working closely with the General Manager, the Centre Executive plays a pivotal role in the centre’s commercial performance and achievement of key performance indicators (KPIs), with a strong focus on revenue generation beyond fixed office space.

Customer Service & Customer Relations

Provide exceptional customer service, ensuring high levels of satisfaction and retention.
Conduct professional, welcoming tours, managing the process from initial engagement through to successful negotiations to secure new business.
Cultivate strong customer relationships through regular communication, events and proactive service.
Promptly resolve customer complaints, striving to exceed satisfaction expectations.

Operations Management

Oversee the daily operations of the centre, including opening, closing, and upholding service and cleanliness standards.
Ensure health and safety compliance, maintaining necessary certifications and addressing issues promptly.
Manage facility requirements, including repairs and routine maintenance, to maintain an inviting environment.

Sales and KPI Target Leadership

Assist the General Manager by driving sales efforts within the centre to achieve monthly and quarterly revenue and occupancy targets.
Manage the performance and sales activity of revenue sources beyond fixed office space ("fast cash").
Implement targeted sales strategies to achieve KPIs for fast cash and maximise revenue opportunities.
Track, analyse, and report sales and operational performance and KPIs to the General Manager, continually identifying opportunities for improvement.
Partner with marketing to execute local campaigns focused on co-working and M&E, increasing visibility, demand, and community engagement.

Supervisory Role to Centre Operations Assistants

Ensure the centre operates in line with company policies, procedures and processes
Escalate identified issues and risks to the General Manager
Working with Centre Operations Manager and 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
Complete all mandatory training modules annually: - 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.

Financial Management

Support the General Manager in overseeing P&L for the centre, working to meet financial targets and maintain cost-efficiency.
Assist with budget forecasting, customer reporting, and financial planning in collaboration with the General Manager

Policy & Compliance

Comply with all company policies, including GDPR, anti-bribery, and AML requirements.
Ensure all customer agreements are properly documented, maintaining accurate compliance records.
Knowledge/Experience 

Proficiency in Microsoft Office 365 (Word, Excel, Outlook) and CRM software.

Qualifications

Minimum Grade C in English and Math’s (or equivalent)

Key skills/behaviours required for this role: 

Strong commercial and sales acumen with a proven record in revenue generation within a customer-facing environment.
Excellent communication, problem-solving, and supervisory abilities.
Demonstrated experience in customer service management, facility operations, or a similar supervisory role.
Resilient, adaptable, and proactive, with a positive "can-do" approach.
Strong organisational skills, with attention to detail and a commitment to upholding high standards.

What will we offer you? 

£30,000 to £36,000 per annum
33 days Annual Leave (including Bank Holidays)
Birthday Off
Volunteering Days 
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

NewFlex is an equal opportunities employer.

This vacancy will close once we have filled all available interview slots. We therefore highly recommend early applications.

REF-(Apply online only)

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