Centre Operations Assistant

City of Edinburgh

£ 22672/annum

Location: Edinburgh Gyleview

Hours: 40 hours per week, Monday to Friday - 8:30am to 5:30pm (occasional work out of normal business hours)

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.

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 General 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 General 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

Oversee customer move ins smoothly and in line with customer requirements

Ad hoc duties as and when required by the General 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

Strict monitoring of contractors

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 General 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

Training - Complete all mandatory training modules annually:

•    Anti-Bribery

•    Code of Conduct

•    Cyber Security

•    Ergowize

•    Fire Safety Essentials

•    Fraud Prevention

•    General Data Protection Regulation

•    Health and Safety Induction

•    Modern Slavery

•    Money Laundering

•    Unconscious Bias

•    Whistleblowing

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?

£22,672 per annum

33 days Annual Leave (including Bank Holidays)

Birthday Off

Volunteering Days

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

NewFlex is an equal opportunities employer

This vacancy will close once we have filled all available interview slots. We therefore highly recommend early applications

REF-(Apply online only)