General Manager

NewFlex Limited; Cherwell District; On-site; GBP 36,000 - 38,000; Full time

Benefits offered by this job

33 days annual leave

Private medical insurance

Life assurance

Pension scheme

Employee assistance programme

Training support package

Job summary

NewFlex Limited is seeking a General Manager for its Oxford centres. You will own end-to-end centre performance, drive customer experience, and lead on health and safety while managing staff and budgets.

Responsibilities include delivering KPIs, optimising costs, engaging stakeholders, and developing local partnerships to grow occupancy and revenue.

Qualifications

• Experience managing a P&L in a multi-site serviced office business.
• Proven track record driving revenue and commercial success.
• Experience leading and coaching teams.
• Strong communication and negotiation skills.
• Experience in a serviced office environment.
• Advanced proficiency with Microsoft Office 365.

Responsibilities

• Achieve KPIs and control operating costs across designated centres.
• Monitor service quality, customer satisfaction and retention.
• Budget and staffing, facilities management, supplier relations.
• Lead health and safety compliance and staff development.
• Support local marketing and community engagement.
• Organise at least fortnightly events to improve customer engagement.

Skills

Management experience

Serviced office experience

P&L management

Revenue driver

Strong communicator

People coaching

Forecasting

Education

Graduate or further education desirable

Tools

Microsoft Office 365

Job description

Job DescriptionRole: General Manager Location: Oxford, Lambourne House Hours: 40 hours, 8:30am 5:30pm, Monday to Friday Reporting to: Head of Customer Experience

NewFlex operates a rapidly expanding, 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. Twenty-five years on, we've cemented our position as 'The Property Manager for the New Economy' and we're experiencing a sensational period of growth as the flexible officing revolution disrupts the traditional office market. Our unique Client management model connects building owners (Clients) with occupiers (Customers) to generate cash from underutilised office space in buildings from Aberdeen to Brighton.

What are our values?

Our purpose is to make a sustainable profit from unleashing the potential of buildings and people. Our values Smart, Supportive, Prudent, Straightforward and Responsible shape our culture, and we expect all our employees to live them in everything they do at work.

What will you do?

The General Manager holds overall accountability for their designated centres, with the customer experience at the heart of the role. This spans the full customer journey from first viewing and onboarding through to ongoing experience and long-term retention. Working to KPIs agreed with stakeholders, you will deliver consistently high standards across every centre, taking a proactive approach to operational performance and to managing suppliers and repairs, while leading on health and safety and team development.

Operational performance

• Deliver agreed operational KPIs and performance standards.
• Monitor and control operating costs to achieve value for money.
• Optimise centre configuration, utilisation and operational efficiency.
• Support continuous improvement across the designated centre/s.

Operations ensure the smooth day-to-day running of all designated centres by proactively:

• Monitoring service quality, customer satisfaction and retention.
• Identifying improvements and optimising processes.
• Allocating and managing staffing, budgets and facilities.
• Implementing quality assurance to maintain consistent, high-level customer service across all centres.
• Handling escalated customer issues and seeking resolutions.
• Managing the customer journey, including viewings, onboarding and ongoing engagement.
• Supporting local marketing in line with corporate identity guidelines.
• Developing engagement and networking opportunities in the local business community.
• Organising at least fortnightly events to improve customer engagement.
• Building and maintaining strong relationships with key stakeholders.

People management

• Develop a high-performance, customer-focused culture through performance management, coaching, mentoring, CPD journals, HR processes and KPI setting.
• Foster a collaborative, customer-centric team environment.
• Recruit employees and manage underperformance and misconduct.

Repairs and supplier management

• Identify repairs and maintenance needs.
• Identify and recommend suitable local suppliers, supporting onboarding through the approved supplier process.
• Drive value for money while improving quality and responsiveness.
• Approve and manage supplier relationships.

Policies and procedures

• Ensure all policies, procedures, processes and ESG commitments are applied every day, proposing improvements as appropriate.

Health and safety

• Understand and work to policies relating to statutory H&S obligations.
• Ensure all statutory procedures regarding Health and Safety and AMR are implemented and adhered to.
• Regularly inspect facilities, promptly reporting and addressing any issues or violations.

Training

• Complete all mandatory modules annually, covering anti-bribery, anti-money laundering, code of conduct, cyber security, ErgoWize, environmental awareness, fire safety, GDPR, legionella, fraud prevention whistleblowing, modern slavery, unconscious bias and sexual harassment.

Stakeholders

Clients, Prospects, Customers, colleagues in all departments, Newable Group Boards.

Knowledge/experience

• Confident user of Microsoft Office 365 (Word, Excel and Outlook).
• Management experience.
• Experience working in a serviced office environment.
• Demonstrable experience of managing a P&L in a customer-facing, multi-site business.
• Minimum Grade C in English and Maths (or equivalent); graduate or further education desirable.

Key skills/behaviours

• Proven driver of revenue and commercial success in multiple situations.
• Makes good things happen quickly.
• Strong communicator, influencer and negotiator.
• Experienced manager and coach of people.
• Proven attention to detail.
• Experience of planning and forecasting.

What will we offer you?

• £36,000 to £38,000 per annum
• 33 days annual leave (including bank holidays), birthday off and volunteering days
• Discounted private medical insurance, life assurance and income protection
• Payroll giving, cycle scheme and NEST pension
• Employee assistance programme, annual flu jabs and eye tests
• Training support package and annual professional membership subscription
• Enhanced maternity, adoption, shared parental and paternity pay

NewFlex is an equal opportunities employer.