Centre Operations Asssitant

NewFlex; Reading; On-site; GBP 26,000 - 31,000; Full time

Benefits offered by this job

33 days Annual Leave (including Bank/H

Discounted Private Medical Insurance

Life Assurance

Income Protection Insurance

Cycle Scheme

Employee Assistance Programme

Annual Flu Jabs

Eye Tests

Training Support Package

Enhanced Maternity, Adoption, Shared P

Annual Professional Membership Sub

Job summary

NewFlex Limited is seeking a Customer Experience Coordinator to deliver exceptional service and support the General Manager in running a compliant and safe centre.

You will handle customer interactions, organise viewing processes, and help manage events while upholding high standards across facilities and safety protocols.

Qualifications

• 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).

Responsibilities

• Deliver outstanding service experience to all stakeholders.
• Complete viewings training to enable professional and friendly viewings.
• Provide a warm and friendly welcome to all customers and visitors at the centre.
• Proactively seek feedback and resolve customer queries at first touch.
• Build relationships with customers through regular communication and upsell opportunities.
• Create and maintain centre standards at the highest level.
• Conduct pre-event inspections of meeting rooms and show offices.
• Oversee smooth customer move-ins in line with requirements.
• Support community events and networking initiatives.
• Carry out ad hoc duties as required by the General Manager.

Skills

Customer service

Planning & organising

Relationship building

Resilience

Team player

Education

Minimum Grade C in English & Maths

Tools

Microsoft Office 365 (Word Excel Outlook)

Job description

Hours:

40 hours between 08:30am – 17:30pm Monday to Friday (occasional work out of normal business hours)

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.

What will you do?

The primary responsibility is to deliver exceptional customer experience and support the General Manager to deliver operational excellence keeping the centre safe and compliant in line with our policies and processes.

We want someone exceptional who can focus on:

Customer Service

• Deliver outstanding service experience to all stakeholders.


• Complete viewings training to enable delivery of professional and friendly viewings.


• Provide a warm and friendly welcome to all customers and visitors at the centre.


• 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.


• Support community events and networking initiatives.


• 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

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 work

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 Credit 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 Credit and Compliance Manager to ensure our virtual customers are managed and operate in line with our virtual policy

Training - Complete all mandatory training modules annually: -

• Anti-Bribery Fundamentals


• Anti-Money Laundering: Know your Risk


• 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


• 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

• 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)

Key skills/behaviours required for this role:

• Planning and organising


• Building relationships


• Resilient and embraces change


• Team player

What will we offer you?

• From £28,500 per annum, depending on experience.


• 33 days Annual Leave (including Bank Holidays)


• Discounted Private Medical Insurance Cover


• Life Assurance


• Income Protection Insurance


• Payroll Giving


• Cycle 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 applications.