Job Description:

Location: Oliver's Yard, London
Hours: 40 hours between 8:30am to 5:30pm (Monday to Friday)
Reporting to: General Manager 

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.
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 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.

The Community Host plays a key role in delivering an exceptional, hospitality-led experience at Oliver's Yard.

This role supports the General Manager in ensuring the smooth day-to-day running of the centre, with a strong focus on customer engagement, meetings & events delivery, community awareness, and operational standards.

The Community Host acts as an ambassador for the centre, fostering a vibrant, professional and welcoming environment while supporting revenue growth, compliance and service excellence.

We want someone exceptional who can deliver the following key responsibilities: 

Customer Experience, Community Engagement & Retention

• Deliver a consistently warm, professional and engaging welcome to members, clients and visitors.
• Actively contribute to creating a strong community culture within the centre.
• Build meaningful relationships with members through regular interaction and communication.
• Support member onboarding and move-ins to ensure a seamless and positive experience.
• Proactively seek feedback and resolve queries at first point of contact where possible.
• Recognise upselling opportunities through strong customer relationships.
• Maintain exceptional presentation standards across communal and meeting areas.
• Support community events and networking initiatives.
• Act as an ambassador for the centre brand and values at all times.

Meetings & Events Support

• Support the delivery of meetings and events from set-up to breakdown.
• Ensure meeting rooms and event spaces are set to specification and presented to the highest standards.
• Conduct daily checks of AV/tech equipment and confidently assist customers with usage.
• Assist with room turnarounds efficiently between bookings.
• Support post-event follow-up where required.
• Liaise with suppliers for delivery of meeting & event requirements.

Commercial & Revenue Support

• Identify and support upselling opportunities across office, coworking, meetings & events and additional services.
• Ensure all revenue opportunities are captured and communicated to the General Manager 
• Support centre initiatives to drive occupancy and meeting room utilisation.
• Maintain awareness of centre revenue performance targets and contribute to achieving KPIs.
• Set up and style show offices in line with available space and brand standards, ensuring an impeccable presentation that enhances viewings and drives conversion.
• Deliver engaging, high-impact centre viewings that showcase the space and community, driving successful conversion of meeting & events bookings, coworking packages and memberships.

Operational Support

• Support the smooth day-to-day operation of the centre.
• Monitor shared spaces and report maintenance or presentation issues promptly.
• Assist with issue logging where required.
• Support administrative tasks including updating systems and maintaining accurate records.
• Support supplier access and contractor sign-in procedures where required.
• Liaise with approved suppliers to obtain quotes, raise requisitions and manage purchase orders in line with company procurement processes and controls.
• Manage the front desk in line with brand standards, ensuring consistently professional, welcoming and impeccably presented reception experience.
• Always maintain immaculate centre standards, taking ownership of housekeeping duties to ensure all areas are clean, well-presented and client ready.

Compliance 

• Ensure the centre operates in line with company policies, procedures and processes.
• Maintain up-to-date knowledge of GDPR and AML legislation.
• Validate customer identification in line with AMLR policy.
• Escalate identified risks or compliance concerns to the General Manager 
• Support documentation processes where required

Health & Safety

• Maintain a working knowledge of NewFlex health and safety policies and procedures.
• Support completion of daily checks and iAuditor tasks as directed.
• Report accidents, incidents and near misses in line with company procedures.
• Support emergency procedures including fire evacuations.
• Ensure contractors follow centre policies when on-site (under management supervision).
• Take part in required H&S and compliance training.

Training

Complete all mandatory training modules annually: -

• Anti-Bribery Fundamentals
• Anti-Money Laundering: Know your Risk
• Code of Conduct 
• Legionella
• Cyber Security: Journey to Safety
• Ergowize Assessment 
• Environmental Awareness: A Global Outlook
• Fire Safety Awareness
• GDPR: A Practical Overview for All Staff
• Understanding Fraud: Identify and Prevent Workplace Fraud
• Whistleblowing
• Working with the Modern Slavery Act UK
• An Introduction to Unconscious Bias
• Sexual Harrassment: A Practical Overview

Stakeholders

• Clients
• Prospects
• Customers
• Colleagues in all departments 
• Newable Group

Person Specification

• Well presented, smart appearance and well-groomed in line with company standards. 
• Professional and Punctual 
• Enthusiastic, reliable, and flexible

Skills, Behaviors & Qualities

• Able to work within a team. Can develop effective and supportive relationships with colleagues and is considerate towards others.
• Building professional relationships  
• Emotional intelligence 
• Resilient and able embrace changes
• Ability to work in a pressurised and physically demanding environment, and to deal with situations calmly
• Demonstrates strong initiative and forward-thinking ability, proactively identifying opportunities for improvement and anticipating centre needs before they arise.

Knowledge & Experience

• Confident IT user with experience of booking systems, Microsoft Office and email platforms.
• Experience within hospitality, coworking, serviced office or a members’ club environment preferred.
• Previous experience in a similar customer-facing role is advantageous but not essential.
• Able to communicate professionally and confidently with stakeholders at all levels.
• Naturally guest-focused with a strong service mindset.
• High attention to detail and pride in maintaining exceptional standards.
• Acts as a proactive ambassador for delivering an outstanding member experience.
• Confident in handling customer queries and resolving issues independently.
• Comfortable supporting centre social media activity where required.
• Willing and able to undertake light housekeeping duties to maintain immaculate centre standards.

Qualifications

• Minimum of 5 GCSEs (or equivalent) including English and Maths at Grade 4/C or above.
• Further qualifications in Business, Hospitality or Customer Service are advantageous but not essential.

What will we offer you?

• £27,000 
• Commission Scheme - Target Based
• 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

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

REF-230 596