Assistant Centre Manager

The Assistant Centre Manager has overall responsibility for assisting the Centre Manager to run the Business Centre and reception team and to meet the highest standard of customer service. The role is extremely varied and you will be expected to handle multipletasks.

**Key Responsibilities**

**Customer Services**
- Help your Manager and reception team to meet the highest standard of customer service and understand the needs of Centre customers.
- Support your Manager with client retention and any company initiatives.
- Effectively handle enquiries from clients, the Manager and the management team.
- Work as one team with your team to deliver targets - including opening, closing the centre.
- Ensuring the Centre building/facilities are of the expected high standards at all times.
- Support the client move in/move out procedures and turnaround of vacant offices with full completion of associated paperwork to schedule.
- Ensue preparation and maintenance of client files.
- Deal with and oversee the reception team handle customer/visitor enquiries professionally.
- Assist and ensure all secretarial/administrative/customer invoicing/chasing customer payments etc. are completed accurately.
- Get to know Centre customers and their businesses to promote business awareness and upselling opportunities.
- Ensure your Centre looks and is run professionally to meet the expectations of customers and their visitors by performing regular housekeeping checks.
- Liaise with suppliers to include instruction of maintenance works and ensuring costs are kept to a minimum.
- Handle all purchasing and Centre stock control (in liaison with the Purchasing Manager).
- Be trained in all AV equipment and handle all IT/Telephony (liaising with IT company) to successfully handle customer enquiries.

**Reception Supervision**
- Managing the daily and weekly tasks of the team ensuring all responsibilities are covered and high standards are met.
- Manage all aspects of invoicing to include billing, account queries and debt collection.
- Dealing with telecoms enquiries to include moves & changes, faults and upkeep of data records.
- Assist in marketing by ensuring empty offices are set up to company show standards.
- Assisting in the process of the client move in by managing the inventories, issuing of keys & passes.
- Ensuring company standards are adhered to by conducting the Quality Standards Audit monthly.
- Oversee Reception team on a day-to-day basis and manage the Centre in the absence of the Centre Manager e.g.
- Conduct and attend regular 1:1 review meetings with the Reception team and provide feedback to the Centre Manager and HR manager.
- Ensure rota management to allow development time for Reception team.
- Ensure time for your own and the reception team’s personal development.
- Ensure Health & Safety policies/procedures are adhered to including Centre Fire Risk Assessment, PAT testing, Weekly Fire Testing etc.
- Providing training & support to junior staff.

**Sales and Marketing**
- Deliver centre tours to commercial, prospective clients.

**Health & Safety**
- Ensure your team is reminded they have a legal responsibility and duty of care for the health and safety of themselves and others by adopting the safe working practices such that they do not put themselves, colleagues, clients or visitors at risk.

**Essential Skills, Experience & Qualifications**
- 2-3 years outstanding customer relationship skills
- 1-2 years experience of engaging in influencing client renewals (office space lettings ideally) and general finance is preferred
- 1-2 years experience in a commercial environment where you will have acquired good knowledge of service operations
- Confident communication and presentation skills
- Curious and people oriented with the ability to engage customers and ask questions with ease
- Excellent influencing skills and positivity is required
- Good at planning and organising

**Competencies & Personal Attributes**

Outgoing, enthusiastic, honest and confident individual who possess the following attributes:

- PC Literate with advanced knowledge of Microsoft packages
- Excellent team player, with the ability to manage and supervise junior staff
- Confidence to interact with a range of clients up to Board level
- The ability to multi-task
- A proactive approach to the working environment
- Ability to operate sensitively in multicultural environments and build effective working relations
- Self-motivated, excellent team player with strong (written and verbal) communication, interpersonal and diplomatic skills
- Ability to maintain and control and perform during stressful situations
- Is confident and at ease when handling customer/visitor enquiries
- Positive and proactive energy
- Attention to detail and great organisation skills