Centre Operations Assistant

Role: Centre Operations Assistant
Location: Lewisham
Hours: 20 hours per week, Monday to Friday - 9:00 am to 1:00pm (occasional work out of normal business hours)
Reporting to: General 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'. Our unique Client management model connects building owners (Clients) with occupiers (Customers) to generate cash from underutilised office space nationwide.

What are our values?
Our values are Smart, Supportive, Prudent, Straightforward and Responsible. We expect all our employees to live our values in everything they do at work.

What will you do?
The Centre Operations Assistant's primary responsibility is to deliver world class customer experience and support the General Manager to deliver operational excellence keeping the centre safe and compliant in line with our policies and processes, plus ad hoc duties as required.
Customer Service

• Deliver outstanding service experience to all stakeholders
• Deliver professional and friendly viewings, extracting relevant information to enable the sales team to close the deal
• Proactively seek feedback and resolve customer queries at first touch
• Build relationships with customers to capture upselling opportunities
• Manage centre standards to the highest level
• Conduct pre-event inspections of meeting rooms and show offices prior to viewings or bookings
• Oversee customer move ins smoothly and in line with customer requirements

Commercial

• Ensure the capture of billing for all revenue
• Identify and upsell all NewFlex services

Health & Safety

• Ensure compliance with the NewFlex health and safety policy and processes
• Complete all iAuditor checks and resolve issues within acceptable timeframes
• Manage the accident book and report incidents and near misses, in compliance with RIDDOR
• Review and update emergency evacuation procedures as necessary
• Ensure appropriate health and safety arrangements are in place for all building users
• Ensure building issues are reported via the property portal and remedial actions completed in a timely manner
• Arrange all annual mandatory H&S requirements and ensure certification is uploaded to the property portal
• Monitor contractors to ensure working practices align with our policies; coordinate 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 compliance with mandatory requirements
• Escalate identified issues and risks to the General Manager
• Work with the Compliance Manager to ensure customer agreements are current, correct and properly documented
• Validate customer identification to ensure adherence to AMLR policy
• Work with the Compliance Manager to ensure virtual customers are managed 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, Code of Conduct and Unconscious Bias

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?
13,500 per annum, 33 days Annual Leave (pro rata) (including Bank Holidays), Birthday Off, Volunteering Days, Discounted Private Medical Insurance, 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 Paren