Front of House / Member Liaison Officer

The Engine House Bexley; Erith; On-site; GBP 22,000 - 24,000; Full time

Job summary

Ein innovatives Unternehmen sucht einen Front of House/Member Liaison Officer, der als erste Anlaufstelle für Mitglieder und Besucher fungiert. Diese spannende Rolle umfasst die Verwaltung des Empfangs, die Bearbeitung von Anfragen und die Nutzung des Jira Service Management Systems zur effizienten Problemlösung. Der ideale Kandidat bringt hervorragende Kommunikationsfähigkeiten mit und fördert eine einladende Gemeinschaft. Wenn Sie eine proaktive Einstellung haben und in einem dynamischen Umfeld arbeiten möchten, ist diese Position genau das Richtige für Sie.

Qualifications

• Erfahrung im Front-Office oder kundenorientierten Rollen.
• Ausgezeichnete Kommunikations- und zwischenmenschliche Fähigkeiten.

Responsibilities

• Erster Ansprechpartner für Mitglieder und Besucher, Empfang und Verwaltung von Anfragen.
• Nutzung des Jira-Systems zur Verwaltung von Mitgliedsanfragen.

Skills

Kommunikationsfähigkeiten

Interpersonelle Fähigkeiten

Organisationsfähigkeiten

Proaktive Einstellung

Kenntnisse in 3D-Druck

Tools

Jira Service Management

Microsoft Office Suite

Job description

Position Title:

Front of House/Member Liaison Officer

Salary:

£22,000 - 24,000 (depending on experience)

Location:

The Engine House, Bexley

Reports To:

Head of Creative Services

Job Overview:

The Front of House/Member Liaison Officer will be the first point of contact for The Engine House, providing exceptional service to our members and prospective clients. This role will incorporate the manning of the main reception desk, handling enquiries via email and phone, and take ownership of our Jira Service Management system. The ideal candidate will ensure all issues from members are logged and resolved efficiently, while maintaining excellent relationships and consistent communication.

Key Responsibilities:

Reception Duties:

• Greet and welcome members and visitors in a friendly and professional manner.
• Ensure visitors sign in and are directed to the appropriate meeting rooms/offices and sign out when exiting.
• Monitor access to the building, ensuring that security protocols are followed.
• Answer and manage incoming calls and emails promptly, addressing enquiries related to private office space, co-working, virtual offices, 3D printing, and rapid prototyping services.
• Receive and sort incoming mail and deliveries, ensuring timely distribution to the relevant recipients.
• Maintain a tidy and welcoming reception area, ensuring that any promotional materials and information displayed are up to date and available.

Member Liaison:

• Act as the primary point of contact for members, ensuring all issues and requests are addressed promptly.
• Utilise the Jira Service Management system to log and track member issues, ensuring timely resolutions and maintaining 360-degree analytics of operations.
• Foster strong relationships with members, promoting a supportive and inclusive community.
• Identifying and organising member social and educational activities to foster the growth of the community.

Sales Support:

• Follow the sales process outlined by the management team, ensuring new leads are correctly documented and managed through the agreed process.
• Support the Creative Service Manager with the management of the viewing appointment diary, and meeting with potential clients.
• Gather and relay accurate information from prospective clients to the relevant teams, facilitating smooth transitions from enquiry to service provision.
• Provide information on our 3D printing capabilities and guide new leads to our online quoting portal for STL files.

Communication Management:

• Ensure all member communications are consistent with The Engine House’s brand guidelines, following the approval process.
• Act as a gatekeeper for external communications, ensuring clarity, professionalism, and alignment with our tone of voice.
• Coordinate and disseminate information about maintenance activities and service disruptions clearly and timely to members to minimise disruption.

Administrative Support:

• Provide administrative support to various departments as required.
• Assist with data entry, document preparation and other clerical tasks as requested.

Qualifications:

• Previous experience in a front-of-house or client-facing role.
• Excellent communication and interpersonal skills.
• Proficiency with office software (e.g., Microsoft Office Suite) and experience with Jira Service Management or similar systems.
• Strong organisational skills and the ability to manage multiple tasks simultaneously.
• A proactive and positive attitude, able to work independently and as part of a team.
• Knowledge of 3D printing and rapid prototyping is a plus.

Key Attributes:

• Empowering and Supportive: Able to communicate optimistically and motivate others, reflecting our dedication to member success.
• Inclusive and Welcoming: Open and accessible communication style, fostering a sense of belonging for all members.
• Innovative and Forward-Thinking: Proactive approach to problem-solving, continuously looking for ways to improve the working environment.
• Professional yet Approachable: Maintain professionalism while being friendly and accessible, encouraging dialogue and interaction.
• Clear and Concise: Communicate straightforwardly and to the point, ensuring messages are easily understood and actionable.