Centre Operations Assistant

  • Confidential
  • Reading, UK
  • 04 Nov, 2021
Full Time Customer Service

Job Description

Centre Operations Assistant

Role: Centre Operations Assistant

Location: Reading

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

Reporting to: Centre Operations 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 Centre Operations Assistant primary responsibility is to deliver world class customer experience and support the Centre Operations Manager to deliver operational excellence keeping the centre safe and compliant in line with our policies and processes.

The Centre Operations Assistant will also support the Centre Manager by carrying out ad hoc duties.

We want someone exceptional who can focus on:

Customer Service

Deliver outstanding service experience to all stakeholders
Deliver professional and friendly viewings extracting relevant information by appropriate questioning to enable the sales team to close the deal
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
Ad hoc duties as and when required by the Centre Operations 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 works

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 Centre Operations Manager
Working with Centre Operations Manager 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 Compliance Manager to ensure our virtual customers are managed and operate in line with our virtual policy
Complete all mandatory training modules annually: - Data Protection Awareness, Healthy Working, Fire Safety Plus, Health & Safety Induction , Whistleblowing, Cyber Security, Fraud Prevention, Anti Money Laundering , Anti Bribery and Code of Conduct.

Delivering a Covid-19 compliant centre

Perform cleaning duties working to an agreed cleaning specification and schedule to ensure all areas comply with the NewFlex Covid-19 protocols;
Including cleaning high frequency touch points and making sure all communal areas are kept covid secure;
Undertake training and become a proficient user of all cleaning equipment, materials and approved chemicals used within the premises;
Ensure correct chemical usage and storage, and ensuring equipment is well maintained and safe for use;
Monitor stock levels and re-order to maintain sufficient levels of cleaning supplies;
Ensure the availability of personal protective equipment (PPE) in accordance with COVID-19 standard and practices.

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
Excellent communicator
Resilient and embraces change
Team player

What will we offer you?

£9.61 per hour
33 days Annual Leave (including Bank Holidays)
Discounted Private Medical Insurance Cover
Life Assurance
Income Protection Insurance
Payroll Giving
Cycle Scheme
NEST Pension 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.

Ref: (Apply online only)