Roaming Centre Operations Assistant

Location:

Reading & Oxford

Hours:

40 hours per week, Monday to Friday - 8:30am to 5:30pm - Flexible open to discussion (occasional work out of normal business hours)

Reporting to:

General Manager

Who are we?

We've been going from strength to strength for 25 years to cement our position as ‘The Property Manager for the New Economy'. We're currently experiencing a sensational period of growth as the flexible officing revolution continues to disrupt the traditional office market. Our unique Client management model connects building owners (Clients) with occupiers (Customers) to generate cash from underutilised office space in all types of buildings from Aberdeen to Brighton. NewFlex is creating a positive alternative in the business centre market.

What will you do?

The Roaming Centre Operations Assistant primary responsibility is to deliver world class customer experience and support the General Manager to deliver operational excellence keeping the centre safe and compliant in line with our policies and processes.

The Roaming Centre Operations Assistant will also support the General Manager by carrying out ad hoc duties.

We want someone exceptional who can focus on:

Customer Service

• Deliver outstanding service experience to all stakeholders
• Deliver professional and friendly viewings extracting relevant information by appropriate questioning to enable the sales team to close the deal
• Proactively seek feedback and resolve customers queries at first touch
• Build relationships with customers through regular communication to ensure capture of any upselling opportunities
• Manage centre standards to the highest level
• Conduct pre-event inspections of all meeting rooms and show offices prior to a customer viewing or meeting room booking
• Oversee customer move ins smoothly and in line with customer requirements
• Ad hoc duties as and when required by the General Manager

Commercial

• Ensure the capture of billing for all revenue
• Identify and upselling all NewFlex services

Roaming

• Availability to cover in multiple centres where required.
• To conduct Centre Operations Assistant tasks in line with the requirement for each centre.
• To complete the Centre checklist provided by the General Manager
• Ad hoc duties as and when required

Health & Safety

• To have a comprehensive understanding and ensure compliance with the NewFlex health and safety policy and processes
• Complete all iAuditor checks and resolve any issues within acceptable timeframes
• Management of the accident book and the reporting of all incidents, accidents and near misses. Compliance with RIDDOR
• Review and update as necessary the emergency evacuation procedures
• Ensure appropriate health and safety arrangements are in place to minimise risks and provide for safe working conditions for all building users
• Ensure all building related issues are reported via the property portal and oversee remedial actions, as required, are completed in a timely manner
• Arranging all annual mandatory H&S requirements for the centre and ensure certification is uploaded to the property portal in a timely manner
• Strict monitoring of contractors to ensure their working practices are in line with our policies and processes
• General administration and coordinating of contractors for planned works

Compliance

• Ensure the centre operates in line with company policies, procedures and processes
• Maintain up to date knowledge of GDPR and AML legislation and ensure the business follows mandatory requirements
• Escalate identified issues and risks to the General Manager
• Working with General 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.

Knowledge/Experience

• Previous customer service experience is essential
• Minimum Grade C in English and Maths (or equivalent)
• Confident user of Microsoft office 365 (Word, Excel and Outlook)
• Fire Marshal (Training provided)
• First Aid at Work Certificate (Training Provided)

Qualities

• Able to work efficiently and independently with minimal supervision.
• Hardworking, reliable and motivated.
• Excellent attention to detail.
• Take great pride in the standard of your work.
• You need to work well as a part of a wider team and be self-motivated.
• Have a can-do attitude.

Key skills/behaviours required for this role:

• Planning and organising
• Building relationships
• Excellent communicator
• Resilient and embraces change
• Team player

What will we offer you?

• From £27,000 per annum depending on experience
• 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

REF-214 993