Location: Oxford, Lambourne House
Hours: 40 hours, 8:30am – 5:30pm, Monday to Friday
Reporting to: Head of Customer Experience
Who are we?
NewFlex operates a rapidly expanding, 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.
Twenty-five years on, we've cemented our position as 'The Property Manager for the New Economy' and we're experiencing a sensational period of growth as the flexible officing revolution disrupts the traditional office market. Our unique Client management model connects building owners (Clients) with occupiers (Customers) to generate cash from underutilised office space in buildings from Aberdeen to Brighton.
What are our values?
Our purpose is to make a sustainable profit from unleashing the potential of buildings and people. Our values — Smart, Supportive, Prudent, Straightforward and Responsible — shape our culture, and we expect all our employees to live them in everything they do at work.
What will you do?
The General Manager holds overall accountability for their designated centres, with the customer experience at the heart of the role. This spans the full customer journey — from first viewing and onboarding through to ongoing experience and long-term retention.
Working to KPIs agreed with stakeholders, you will deliver consistently high standards across every centre, taking a proactive approach to operational performance and to managing suppliers and repairs, while leading on health and safety and team development.
Operational performance
Deliver agreed operational KPIs and performance standards.
Monitor and control operating costs to achieve value for money.
Optimise centre configuration, utilisation and operational efficiency.
Support continuous improvement across the designated centre/s.
Operations — ensure the smooth day-to-day running of all designated centres by proactively:
Monitoring service quality, customer satisfaction and retention.
Identifying improvements and optimising processes.
Allocating and managing staffing, budgets and facilities.
Implementing quality assurance to maintain consistent, high-level customer service across all centres.
Handling escalated customer issues and seeking resolutions.
Managing the customer journey, including viewings, onboarding and ongoing engagement.
Supporting local marketing in line with corporate identity guidelines.
Developing engagement and networking opportunities in the local business community.
Organising at least fortnightly events to improve customer engagement.
Building and maintaining strong relationships with key stakeholders.
People management
Develop a high-performance, customer-focused culture through performance management, coaching, mentoring, CPD journals, HR processes and KPI setting.
Foster a collaborative, customer-centric team environment.
Recruit employees and manage underperformance and misconduct.
Repairs and supplier management
Identify repairs and maintenance needs.
Identify and recommend suitable local suppliers, supporting onboarding through the approved supplier process.
Drive value for money while improving quality and responsiveness.
Approve and manage supplier relationships.
Policies and procedures
Ensure all policies, procedures, processes and ESG commitments are applied every day, proposing improvements as appropriate.
Health and safety
Understand and work to policies relating to statutory H&S obligations.
Ensure all statutory procedures regarding Health and Safety and AMR are implemented and adhered to.
Regularly inspect facilities, promptly reporting and addressing any issues or violations.
Training — complete all mandatory modules annually, covering anti-bribery, anti-money laundering, code of conduct, cyber security, ErgoWize, environmental awareness, fire safety, GDPR, legionella, fraud prevention, whistleblowing, modern slavery, unconscious bias and sexual harassment.
Stakeholders: Clients, Prospects, Customers, colleagues in all departments, Newable Group Boards.
Knowledge/experience
Confident user of Microsoft Office 365 (Word, Excel and Outlook).
Management experience.
Experience working in a serviced office environment.
Demonstrable experience of managing a P&L in a customer-facing, multi-site business.
Minimum Grade C in English and Maths (or equivalent); graduate or further education desirable.
Key skills/behaviours
Proven driver of revenue and commercial success in multiple situations.
Makes good things happen quickly.
Strong communicator, influencer and negotiator.
Experienced manager and coach of people.
Proven attention to detail.
Experience of planning and forecasting.
What will we offer you?
£36,000 to £38,000 per annum
33 days annual leave (including bank holidays), birthday off and volunteering days
Discounted private medical insurance, life assurance and income protection
Payroll giving, cycle scheme and NEST pension
Employee assistance programme, annual flu jabs and eye tests
Training support package and annual professional membership subscription
Enhanced maternity, adoption, shared parental and paternity pay
NewFlex is an equal opportunities employer.
This vacancy will close once we have filled all available interview slots, so we highly recommend early applications.
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Salary description
£36000.00 - £38000.00 per year