Community Manager

Mitie; Birmingham; On-site; GBP 40,000 - 55,000; Full time

Job summary

A leading facilities management company in Birmingham seeks a Senior Community Manager to ensure exceptional service delivery in a new office. The role requires strong leadership and communication skills to manage the office environment, support onboarding, and foster inclusivity among staff. Candidates should possess extensive experience in workplace environments and demonstrate strong organizational abilities.

Qualifications

• Experienced in community management and workplace operations.
• Demonstrable ability to lead small teams and motivate others.
• Proficient in handling multiple projects simultaneously.

Responsibilities

• Manage the operational tasks of the Birmingham office.
• Lead the workplace team and ensure service excellence.
• Oversee onboarding for new staff and foster inclusivity.

Skills

Strong customer focus

Leadership skills

Strong communication skills

Highly organized

Emotional Intelligence (EQ)

Education

Minimum five years experience in the workplace office environment

Tools

Microsoft Office

Job description

Overview

Job Title: Senior Community Manager. Reports to: Head of Workplace. Division: EY Account. Location: Birmingham.

The Senior Community Manager will play a pivotal role in the operational management of 3 Chamberlin Square, the new EY Birmingham office. This individual will be responsible for curating the experience of the office for employees, Partners, and EY visitors from other offices, in addition to delivering and supporting the establishment of the new office in Birmingham. This includes mobilising the new office, onboarding the new team, and ensuring adherence to the Mitie values. The Senior Community Manager will lead the workplace team across all floors to ensure they can effectively support the needs of the Birmingham global population. This role will require strong leadership, excellent communication skills, and the ability to manage multiple projects simultaneously.

Key Responsibilities

• Community management
• Be the public face of Workplace; be approachable, helpful, and positive
• Set the tone, and live our values, behaviours and ways of working.
• Monitor project progress and performance, identifying and addressing any issues or obstacles that may arise.
• Ensure all project documentation is up-to-date and accurately reflects the current status of the project.
• Communicate regularly with stakeholders, providing updates on project status, risks, and any changes to the project plan.
• Seek out information about the business and personal objectives of teams and their individual members
• Help to resolve any operational issues between teams quickly and in a manner that diffuses tension. Identify and implement process improvements to improve the on-floor experience and escalate issues as needed.
• Foster a sense of inclusivity where fresh ideas are always welcome
• Oversee onboarding for staff joining one of the workplace teams
• Act as primary contact into AWS, local office operations as well as the teams in the space.
• Manage reservation of meeting rooms and project space and desks. Support functions and Service Lines in identifying the most appropriate space to support their needs.
• Arrange meetings with representatives of each team on a regular basis to understand business priorities and actively make relevant connections between members of different teams
• Support the BMC nominated person with the distribution of comms within the community
• Lead on pulling together group values and ways of working

Content management

• Own the content management system, working with the teams to source and schedule content for the “external” facing screens in the space.

Facilities and space management

• Work with the Workplace Host to ensure that facilities and space management responsibilities are delivered to a high standard.

Business Continuity Planning

• Participate in regular testing of the evacuation of buildings as directed.
• As reasonably requested to support with the following Health & Safety responsibilities:
• Review signage and ensure it is consistent with H&S law and the firm's corporate policy
• Coordinate, plan and undertake DSE and H&S inductions
• Undertake duties of Fire Warden.
• Monitor working practices on floors and take remedial action as necessary.
• Attend First Aid training and apply as appropriate.
• Undertake utilisation counts on floors as directed.

Security

• Report incidents and Near Hits according to procedure

Environmental

• Support, assist and be proactive with sustainability initiatives
• Promote best practice across the office for waste and energy management
• Support the firm\'s environmental policy to improve overall performance and help it achieve its stated environmental objectives and targets

Service Delivery

• Plan, allocate and monitor own work and ensure targets are met and work is carried out to meet and exceed agreed standards, creating necessary conditions for maximum productivity.
• Drive an exceptional service experience which provides a seamless interface for the service users whilst driving continuous improvement, sharing best practices and connecting the community.
• Create and maintain a healthy, safe, and secure environment and ensure compliance with all health and safety legislation.
• Ensure the local teams adequately support client requirements such as business continuity planning, information security, internal/external certification audits, financial, security and HSEQ data.
• Ensure the effective implementation of all HSEQ and other policies and processes.
• Support the Mitie and Client business continuity processes.
• Main point of contact for Management Service reception.
• Conduct post-project evaluations to identify areas for improvement and ensure lessons learned are documented and shared

Functional Experience & Qualities

• Open, approachable, helpful and positive
• Highly organised
• Strong customer focus and influencing skills
• Self-starter
• Bias for action: can be counted on to deliver
• Acts with and creates sense of urgency without creating chaos and can manage competing priorities
• Proven ability to work collaboratively
• Demonstrable Emotional Intelligence (EQ)
• Has the ability to lead a small team and motivate others
• Strong personal awareness and credibility
• Strong communication skills (oral/written)
• Sound management and judgement skills
• Strong relationship management skills
• Appreciation of business administration and financial planning/budgeting
• An aptitude for new and imaginative approaches to work related issues, identifying fresh approaches and a willingness to question traditional assumptions.
• Minimum five years\' experience ideally in the workplace office environment/ Facilities Management industry.
• Microsoft Office and associated Microsoft products experience