Operations Manager Full Time

Wenta-1

Role: Centre Operations Manager

Reporting to: Head of Business Centres

Direct Reports: Assistant Centre Managers and Client Service Coordinator

Location: Stevenage

Contract: Permanent

Hours: Monday – Friday, 08:30 – 17:00, 37.5 hours per week

Salary: Up to £38,000 per annum

Who are we and what do we do?

To find out more about us, click on the company profile above in this advert.

Key Purpose of Role

The purpose of this role is to proactively focus and lead on client sales acquisition, retention and facilities management ensuring customer service is always maintained to the highest level.

• To successfully lead, grow and manage the running of the business centre
• To ensure the centre is fully compliant in all health and safety aspects as well as ensuring all facilities are regularly maintained in line with company policy
• To lead and work collaboratively with our business advisors, SMT, clients and stakeholders to deliver the key performance indicators within the btc contract
• To hold regular networking and social events to support and to encourage collaboration of businesses within the centre both internally and externally to enable the growth of the Stevenage Community.
• To drive and support our digital income growth within the business centre

Key Responsibilities

Team Leadership

• To lead and deliver on all aspects of the btc centre contract working with the Head of Business Centres, Head of BAST and stakeholders
• To develop, train and support a high-performing Team
• To deliver and train direct reports to manage online enquiries and grow our digital service.
• To support our clients both internally and reach out to new clients externally.

Client Acquisition

• Develop and implement plans with the Head of Business Centres to proactively seek clients, achieving full occupancy
• Develop and implement plans with the Head of Business Centres to proactively increase all income streams
• Liaise and develop relationships with brokers, communicating market availability
• Conduct and oversee client viewings and negotiations, to lead to sales
• Keep the company’s Dynamics system up to date with accurate and quality client information and notes to improve the client journey
• Collaborate with the Digital, Communication and Marketing team to develop marketing and sales campaigns that promote the centre and its services.

Client Retention / Customer Service

• Communicate and listen to clients to ensure they feel valued and supported
• Deliver an exceptional customer service experience for centre clients and visitors
• Build strong client relationships to allow for open communication and honest feedback
• Proactively manage client’s requests for information, questions, queries, concerns within one day, ensuring that regular contact is maintained with them and any concerns are resolved quickly.

Operations

• To develop a high level of understanding and expertise in the use of Dynamics to support decision making
• To lead the Facilities team in maintaining high standards of Health and Safety and maintenance
• To oversee broadband and IT infrastructure for clients and staff
• To be the first point of contact for Out of Hours call outs, this can include and is not limited to, alarm call outs or the emergency service needing access to our sites. To follow the escalation process to the Head of Business Centres when appropriate
• Work as part of a team with all staff to meet Wenta’s objectives.

Financial

• Oversee the production of sales, service and licence fee invoices to clients
• Understand the Centres Monthly and Annual targets and budgets
• Oversee the process of and resolving all local direct debits and chase non-payment in line with company procedures
• Management of annual budget increase at a Centre Level.

Other

• To meet and maintain all standard of quality as required contractually by Wenta and as stated in the Wenta Client Charter.
• To actively promote our Net Zero and Feel-Good services to all clients, with a goal to reduce our carbon footprint and support businesses in their sustainable goals through our subsidized service.
• All Wenta employees undertake training to become Action Zero Accredited as part of Wenta’s commitment to our Net Zero goals.

The list of above duties is not exhaustive, and the Operations Manager may be required to adapt in order to respond to our clients’ requirements and demands and when requested by their Line Manager/Director of Client Services and Engagement

If you know you have what it takes to successfully manage the business centre and it’s dedicated team, apply now!

Candidates are asked to submit:

A covering letter in support of your application expressing your interest and why you think you would be particularly suited to the role of Centre Operations Manager

A detailed Curriculum Vitae