JOB DETAIL

Job Description

Community Associate

Reporting to: Area Operations Manager

Job Purpose: To be the first/last point of contact for our members and guests, providing them a warm and welcoming experience. To support the Area Operations Manager (AOM), Community Manager (CM) and Community Sales Manager (CSM) in creating an environment where our members can thrive.

The role:
As a Community Associate, you'll be the face of x+why and have a strong presence on Front Desk. In this role you are responsible for all members and guests first (and last) experience of x+why. Our Community Associates are an integral and part of the day-to-day success of each x+why location and work within a cohesive team that is committed to providing exceptional service to members and guests. In this role you will work alongside the AOM, CM and SCM to help a fun and inspiring environment in which our members can thrive. As a Community Associate you must be passionate about people, obsessed with organisation and in delivering a 5* customer service experience to everyone you meet.

You will deliver this by (responsibilities/duties):
Community/Members

Provide a warm, friendly welcome to all members, guests, colleagues and external visitors to the site
Consistently deliver a ‘members first’ service to meet//exceed service KPIs/standards to deliver member satisfaction (ensure a rapid and suitable response to all member queries and requests) and support the delivery of the Member Engagement Programme where needed.
Responsible for the opening/closing (including any security measures) the Front Desk in line with SOPs
Encourage member usage of member app and any other associate technology to increase member engagement
Manage ‘move in’ administration for new members in line with SOP
Checking in / out, Day pass and Flex Members
Communicate guest and tour arrival to appropriate colleague/member
Manage all internal and external/commercial meeting room bookings, ensuring you work closely with CSM on commercial event bookings
Help CM maintain members portal and encourage member usage of member app and any other associate technology to increase member engagement
Responsible for ordering supplies and incidental for socials and external events
Replenishment of stock ordering (with CM) ie stock for honesty bar
Responsible for uploading all orders and receipts to ‘xero’ liaising with finance department when needed
Monitoring Front Desk email account
Respond to all enquiries via email/phone/in person (from members and external parties).
Notify members of deliveries
Alert CM / CSM and GM to any contracted works in the building
Access pass handling and distribution for members
Manage all member communication including the members newsletter, snapshot, and weekly updates including screens throughout your site.
Assist with viewings/tours where/when required

Operations

Support onboarding sessions for new members and ensuring security and health and safety information is clearly stated and understood by new members.
Conduct morning walkthroughs escalating any recurring and new issues e.g. maintenance, to your GM
Monitor building standards, coordinate building issues and report or escalate any operational issues (IT, FM, AV contractors etc)
Ensure general tidiness of reception and communal areas,
Check that all meeting rooms and phone booths are fit for purpose
Capture sustainability data from members and building to be used in Impact reporting
Cover team members’ lunch breaks, sickness and annual leave
Have full understanding of x+why policies, procedures and pledge ensuring members comply
Covering team members’ lunch breaks and leave where required

Person Specification

Category

Requirement

Essential or Desirable

Experience

Demonstrable customer facing/service (ideally with front desk/reception) experience

Prior experience of having worked in the co working, events, luxury retail and hospitality (including boutique hotel) and /or members club sectors.

Prior experience of working in a start-up/SME and /or purpose driven business.

E

E

D/E

Knowledge & Skills

Able to work effectively with computerised systems eg Microsoft Office suite

Use and maintenance of a CRM eg Office RnD and Hub Spot

High level of organisational skills with the ability to deal with conflicting priorities/deadlines in a fast-paced role/environment.

Fluent and written spoken English

Strong customer care ethic and ability to build relationships at all levels

E

E

E

E

E

Personal Qualities

Self-motivated free thinker, with ability to work on own initiative

Entrepreneurial, high energy self- starter, with ambition and a ‘can do’ attitude

Hands-on person who can hit the ground running and can react quickly

Flexible with the ability to work well under pressure

Team player

E

E

E

E

E

Motivation and Expectations

Interest in Mission driven business, Purpose, and sustainability

D/E

This job description reflects the present requirements of the post and should not be seen as an exhaustive list of responsibilities. Duties and responsibilities may develop and change in consultation with line management.


JOB INFORMATION
Job Location : Birmingham
Company :
Position : Community Associate
Sector :
Employment : Full-Time
Post Code :
Contact : Birmingham X+Why Contact Number


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