Community Manager

MAPP; London; On-site; GBP 35,000 - 39,000; Full time

Job summary

MAPP is seeking a Community Manager at Ed City to enhance tenant engagement and oversee facilities management. This permanent, full-time position focuses on cultivating relationships with occupiers and ensuring a high standard of service delivery, all while providing a welcoming work environment. Candidates should have over 2 years of experience in similar roles and be committed to excellence in customer service and operational management.

Qualifications

• 2+ years experience working in a similar role.
• IOSH certification desirable.

Responsibilities

• Serve as the primary point of contact supporting occupiers' day-to-day needs.
• Problem solve issues and ensure smooth operations at the venue.
• Establish and communicate standard operating procedures.
• Engage with tenants and facilitate event bookings.

Skills

Customer Service

Relationship Management

Facilities Management

Communication

Problem Solving

Health & Safety Compliance

Job description

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Community Manager

Department: Flex

Employment Type: Permanent - Full Time

Location: Ed City (Site)

Compensation: GBP 35,000 - GBP 39,000 / year

Description

MAPP is a market leader for UK commercial property management. It manages around GBP 28 billion of business space and 5,000 occupiers for a variety of leading funds, REITs and Real Estate investors. MAPP is over 25 years old, B Corp, and in 2023 became an EOT.

At MAPP, we want to make the real estate industry a career path where everyone feels both welcome and wanted. We're proud of our progress so far, but we're constantly reevaluating how we can make sure the best people, regardless of gender, ethnicity, sexuality, nationality, background or neurodiversity, can see themselves excelling at MAPP.

Our MAPP values underpin everything we do. We were the first national real estate consultancy in the UK to become a B Corp. We want you to learn and grow, to challenge yourself and be the best you can be. As an organisation, we are growing, and have done so for the last five years. We promote about 10% of our office-based roles in a year. We have fun together with events and opportunities to connect, grow and learn with charity days and fundraising events for our communities, as well as study days that broaden our professional horizons.

In Feb 2022, MAPP acquired RE-DEFINED to broaden the offer and resources required to scale in the fast moving Flex industry.

RE-DEFINED operates flex workspaces within a variety of clients buildings. Services range from design and build to marketing and lettings, and of course pure operations; onboarding occupiers and delivering great services to occupiers, their staff and guests.

While RE-DEFINED operates in many MAPP managed buildings, it also operates in those with other property managers in place, and as a result RE-DEFINED is growing rapidly, and we are hiring!

Title, Team and Role Summary

Title : Community Manager - EdCity
Team : RE-DEFINED/Flex

Who Does This Role Report Into? Regional Manager

Role Summary / Purpose and Scope1EdCity is a unique flexible office that supports charities to share ideas, connect & collaborate, founded by Ark, a leading national education charity. The Community Manager will report to the Regional Manager and be employed by Re-Defined, but be based full-time at the 1EdCity site and work closely with the Client team at Ark.

The ideal candidate is someone who strives to cultivate relationships, understand the various missions of each occupier, and share their excitement. The Community Manager will be the primary point of contact for the occupiers' day-to-day needs, supporting the delivery of member engagement and happiness.

The Community Manager will be a problem solver, able to act responsively to issues but be meticulous in their planning and process development so that the venue is well run and offers an exceptional amenity to those using it. They will be the first point of call for tenant issues, working with MAPP, the building management company to ensure operations are smooth and tenants are well communicated with. They will also work with tenants and external guests to facilitate event booking and delivery ensuring a high standard of event delivery and clarity of expectations.

The postholder will need to be proactive and process driven; able to identify issues before they arise and develop and communicate standard operating procedures to ensure these are mitigated. The Community Manager must have strong written and verbal communication, able build strong relationships with a range of internal and external stakeholders and be committed to outstanding customer service.

Skills, Knowledge and Values

Skills (People & Technical)

• You are the Community Champion! By being an advocate for the occupiers at every step, you'll help the rest of the team keep the customer at the heart of everything we do
• Act as the main point of contact for occupiers and property managers, ensuring seamless communication, prompt resolutions and exceptional service across the portfolio.
• Work closely with the Client (Ark) to ensure that the flexible offices and event spaces are effectively marketed through the website and through other collateral
• Take ownership of the occupier journey, cultivating strong relationships
• Lead the day-to-day management of EdCity, ensuring that all facilities are operating at their highest standards
• Ensure effective facilities management, access control, cleaning, maintenance, and servicing, and ensuring seamless interface with building/estate management team
• Health & Safety Legislation Compliance
• Creation of standard operating procedures to ensure effective management of the venue spaces including procedures which work between the various organisations in the supply chain
• Engaging proactively with the MAPP support functions and supply chain
• Regularly reviewing all building amenities and engaging with occupiers through meetings and surveys to identify changes in requirements.
• Cost control management and supplier relationships
• You are self-motivated, diligent, enthusiastic and approachable
• Monitoring statutory and internal compliance, including meeting MAPP policies and procedures, RICS and ISO standards and any statutory timelines and escalation requirements

Values & Behaviour

• Exhibition of MAPP Values :Avoid Ambiguity, Appreciative, Adventurous, Authentic and Accountable
• Self Management including showing initiative, being proactive and meeting deadlines
• Embracing Change including Technology
• Engaging with the Big Picture
• Great service delivery including working in partnership with internal and external individuals and good communicating in written and verbally
• Achieving Results and Prioritise Work including attention to delivery to all stakeholders
• Innovative Solutions and Problem Solving
• Developing Self and Others and willing to Learn
• Interpersonal and Relationship skills capable of communicating at various levels including meetings with occupiers, client, supplier and wider stakeholders.
• Strong written and verbal communications including report writing

Experience and Salary

Level of Experience / Certifications:

• 2+ years experience working in a similar role
• IOSH Desirable

Working Hours: 9am - 5:30pm Monday to Friday
Salary Range (Based on Experience)
GBP 35,000 - GBP 39,000 per annum, depending on experience.