Job Description:

Location:Oliver's Yard, London 
Hours: 40 hours between 8:30am – 17:30pm Monday to Friday
Reporting to: Head Of Customer Experience

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. 

What will you do? 

The General Manager holds overall accountability for running 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 — with close attention to every touchpoint a customer encounters along the way. 

Working to KPIs agreed with stakeholders, the General Manager delivers consistently high standards across every centre, taking a proactive approach to operational performance and to managing suppliers and repairs — anticipating issues before they arise rather than reacting to them — while leading on health and safety and team development.

We want someone exceptional who can focus on: 

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 operations of all centres in the designated centre/s by proactively; 
• Monitoring service quality, customer satisfaction and customer retention.
• Identifying areas for improvement and optimise processes.
• Allocating and managing staffing, budgets and facilities.
• Implementing quality assurance processes to maintain a consistent level of service.
• Ensuring the highest level of customer service is maintained throughout all centres.
• Handling escalated customer issues and seek resolutions.
• Managing the customer journey including customer viewings, onboarding and ongoing engagement.
• Supporting local marketing activity in line with corporate identity guidelines to drive awareness and engagement.
• Developing customer engagement and networking opportunities within the local business community. 
• Organising at least fortnightly events to improve customer engagement. 
• Building and maintain 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 and 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.
• Support supplier onboarding through the approved supplier process.
• Drive value for money while improving quality and responsiveness.
• Approve and manage supplier relationships.

Policies & Procedures

• Ensuring that all existing and new policies, procedures and processes are used every day. Propose areas for improvement as appropriate.
• Ensure that ESG policies are implemented as appropriate.

Health & Safety

•  To have an understanding and work to policies relating to statutory H&S obligations
•  Ensure that all statutory procedures regarding Health and Safety and AMR are implemented and adhered to.
•  Regularly inspect facilities to maintain health and safety standards.
•  Promptly report and address any health and safety issues or violations.

Training - Complete all mandatory training modules annually: -

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

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
•    Graduate or further education (desirable) 
•    Minimum Grade C in English and Math’s (or equivalent)

Key skills/behaviours required for this role: 

•    Proven driver of revenue in multiple situations.
•    Proven Commercial success.
•    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? 

•    £40,000 per annum 
•    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

NewFlex is an equal opportunities employer.

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

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