Creatives Workspace Manager

(Creatives) Flexible Workspace Manager
Location: Hackney, London
Salary: £36,000 - £40,000

BENEFITS INCLUDE:

• Full medical care package.
• 24/7 Counselling service
• Cycle to work Scheme.
• (31) paid holidays; all statutory holidays + 23 days paid holidays + 1 for every year at the company up to a max of 26 days annually.
• On-site company discounts
• Team outings and events
• Private pension contributions
• Online discount subscription

Our client is an established and thriving, design-led flexible workspace company, providing unique buildings and workspaces for individuals and businesses in the creative industries.

They are currently seeking a Flexible Workspace Manager to join and support their rapidly expanding teams as they enter a high growth phase across their multiple locations in London and SW England

This role will be based in the Hackney area managing a new workspace location comprising 45,000 sqft

EXPERIENCE AND SKILLS REQUIRED:

• Minimum 1-2 years of serviced office / workspace operations management experience.
• First-class experience in a premium, customer-focused / hospitality / serviced workspace environment.
• Experience in corporate events / business events venue management will also be considered

ROLE OVERVIEW:

This role requires a hands-on and holistic approach to maintain and enhance the member experience, covering several key areas including; building management, customer service & retention, hospitality, event management, community building, process optimisation and facilities management.

The Workspace Manager will need to be highly personable and capable of rapport building, managing engagement with member community, and forming warm and long-lasting relationships with ease.

The ideal candidate will have exceptionally high standards of presentation and communication and will use these skills to lead and motivate a team of Workspace Assistants and the FOH team to achieve the same standards.

RESPONSIBILITIES:

Workspace Operations

• Ensure your workspace building is safe, clean & maintained at all times, taking full accountability for the standards of its presentation.
• Delegate to and manage the performance of contractors & staff to ensure high standards are met and compliance is always adhered to.
• Work together with the maintenance, IT and electrical teams on both reactive and long-term projects that will enhance the workspace member experience.
• Propose improvement plans & costs based on workspace members' feedback and findings from regular building walks.
• Implement systems and processes to improve the efficiency of company operations and lead in training of these processes
• Use a data-led approach to produce and track KPIs for your team taking into account renewal rate, workspace members' feedback, complaint frequency & response times.
• Take a company-wide approach to operations, using the portfolio of multiple workspace sites as leverage in negotiations with suppliers & service providers.
• Encourage accountability among the wider team to ensure the high standards of the building and daily interactions with residents.
• Take a creative and meticulous approach to ensuring that all resident touch points are considered and contribute to an impeccable environment.

Workspace Member Experience

• Instil and nurture a consistently positive sentiment among the workspace members, ensuring this remains high during challenging times.
• Have a strong understanding and intuition when it comes to addressing workspace members' complaints.
• Devise effective ways of gathering workspace members' feedback and analyse/present the results, taking full accountability for feedback. Use these results to inform KPIs and improvement strategies.
• Have a thorough understanding of workspace members' retention rates and the reasons why these may fluctuate - anticipate the needs of residents or potential issues before they arise to encourage high retention.
• Build strong relationships with our on-site retail, wellness, food & beverage residents. These residents’ offerings are key to the development of our sites - you will ensure they are supported to add value to the resident experience and provide feedback where appropriate.
• Develop and apply an in-depth knowledge of workspace members to promote specific values & benefits of the company that will encourage satisfaction and retention on an individual level.
• Be aware of and feedback on any pertinent member information to relevant teams (eg finance)
• Devise a programme of member-focused events each year to ensure authentic engagement and collaboration between members.
• Lead on overall workspace member culture, facilitating connection and collaboration by getting to know residents and their work in a genuine and authentic way.

EXPERIENCE AND SKILLS REQUIRED:

• • Minimum 1-2 years workspace operations management experience.
  • First-class experience in a premium, customer-focused / hospitality / serviced workspace environment.
  • An expectational eye for detail.
  • An understanding of the workspace market & creative industries and a genuine interest & curiosity in our residents.
  • A natural conversationalist, balancing a warm and professional style of communication.
  • The ability to deliver feedback to your team and to suppliers/providers with positive results.
  • Exemplary problem-solving skills.
  • Work well under pressure, with the ability to tackle any challenge.