Full job descriptionThe 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.
Key Responsibilities
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
*Provide daily guidance, support, and supervision to Centre Operations Assistants, ensuring adherence to performance expectations.
*Conduct regular one-on-one meetings and team discussions to address queries, set priorities, and encourage engagement.
*Manage onboarding, training, and ongoing development of Centre Operations Assistants, promoting high-quality customer service and operational efficiency.
*Conduct performance reviews, provide constructive feedback, and implement improvement plans as needed. Oversee team schedules, ensuring adequate coverage and effective workload management.
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.
Training & Development
Complete all mandatory training modules annually: - * Anti-Bribery * Code of Conduct * Cyber Security * Ergowize * Fire Safety Essentials * Fraud Prevention * General Data Protection Regulation * Health & Safety Induction * Legionella * Modern Slavery * Money Laundering * Unconscious Bias * Whistleblowing Health & Safety
To have an understanding and work to policies relating to statutory H&S obligations Candidate Profile Element Essential Desirable Skills & Behaviours Strong commercial and sales acumen with a proven record in revenue generation within a customer-facing environment.