Socially enterprising since 1983

Assistant Centre Manager

Wenta is experiencing unprecedented demand and, as a result, we are now looking to expand our talented team!

Who are we and what do we do?

Wenta is the leading, independent social enterprise that provides inclusive support for everyone to start and run a successful, greener business.  Our team is experienced, impartial and independent with no shareholders.  We own and operate business centres, co-working space and light industrial units across Hertfordshire and North London as well as provide a variety of business support from one-to-one business advice to skills training.  Wenta help people with free, unlimited, personalised, tailored business support and skills training particularly for those who face barriers.  We make it easier, simpler and greener to start and run a business with our accessible, practical advice and affordable workspace.

Over the past six years, Wenta has seen rapid growth across all of its services, moving from a local brand to national and we’re proud to say that Wenta is now one of the largest enterprise agencies in England.

Our rapid growth now means that we are looking for a highly driven and proactive Assistant Centre Manager at our Potters Bar Site. 


Key Purpose of Role

The purpose of this role is to proactively support the Centre manager within the following areas, client sales acquisition, retention and facilities ensuring customer service is always maintained to the highest level. 

To support the Centre Manager in the following:

  • To deputise for the Centre Manager, supporting the leadership of The Enterprise Centre
  • To successfully manage the running of the business centre
  • To proactively acquire and retain clients
  • To drive and support our digital income growth within the business centre

Key Responsibilities

Client Acquisition

To support the Centre Manager in delivering the strategy of acquisition with effective planning and time management:

  • Develop plans with the Centre Manager and Head of Business Centres proactively seek clients, achieving full occupancy
  •  Liaise and develop relationships with brokers, communicating market availability
  • Conduct client viewing and negotiations
  • Keep the company’s CRM system up to date with accurate and quality client information, including personal information, notes and updating their journey
  • Drive and support Wenta’s digital strategy, focusing on deriving new income streams
  • Collaboration with the Digital, Communication and Marketing (DCM) team on:
  • Developing social media campaigns to promote the business centre
  • Communicating client business stories and key client updates for PR purposes
  • Raising awareness with stakeholder relationships

Client Retention

To support the Centre Manager in delivering the strategy of client retention with effective planning and time management:

  • Collaboration with Business Advisors’ to ensure all Wenta services are promoted and made fully available to all clients including:
  • Virtual mailbox
  • Incubator/Collaboration station space
  • Online support
  • Consistently maintaining a professional relationship and understanding of clients’ businesses, supporting their needs
  • Always operate a Code of Confidentiality and impartiality, remaining independent from any clients’ business ventures with no direct involvement

Customer Service

To support the Centre Manager in delivering the strategy of customer service with effective planning and time management:

  • To schedule a visit to at least three clients per week and gain insight into their experiences, using this insight to provide the Head of Centres into ways to improve customer experience within the centre
  • Proactively manage clients request for information, questions, queries, complaints within one day ensuring that you keep in regular contact with them to keep them updated on progress of more complex requests

Operations 

To support the Centre Manager in the following areas with effective planning and time management:

  • Reporting / Data Management / Compliance
  • Managing and monitoring KPI’s monthly
  • Facilitate the progress and sign off for planned works
  • Ensure that Business Centres conforms to legislation relating to health and safety
  • Oversee the production of sales, services and rent invoice to clients
  • Oversee the process of and resolving all local direct debits and chase non-payments
  • Management of annual rental increase
  • All clients’ documentations to be processed and available in the client files within one month of moving in – to include the following:
  • PAT Certificates
  • COSSH Certificates
  • Insurance documents
  • Fire Marshal details
  • Emergency contacts
  • Certificate of Incorporation
  • Ensure that all virtual clients adhere to Anti-Money Laundering Regulations
  • Weekly tour of the building and external areas to ensure everything is in good order and support by written documentations
  • To act as a First Aider and Fire Warden for the site (after attending training)

Client Operations

  • Occupied units to have relevant service orders as per client needs e.g. broadband, telephone etc
  • All empty units to be kept clean and tidy in readiness for client viewings
  • Conduction of client exit interviews and agree any remedial work
  • Manage the meeting room booking process and ensure all equipment is in good working order
  • First point of contact for visitor and clients to the business centre
  • Answer telephone to Wenta clients and virtual clients
  • Manage incoming and outgoing post
  • Occupied units

Self-development / Collaborations

  • Assist the Centre Manager in preparing the annual budgets and the development of income for Wenta
  • Work as part of a team with all staff to meet Wenta’s objectives
  • Work on individual projects in liaison with or under the direction of the Centre manager or a member of the Wenta Senior Management Team
  • To exceed and maintain all standard of quality as required contractually by Wenta and as stated in the Wenta Client Charter
  • To attend and contribute to the various internal and external meetings and to be involved in other Agency activities as requested by Wenta

Travel

This role may require regular travel between our sites in Hertfordshire and North London and a driving licence and transport are required to fulfil this role. Wenta has committed to the UK SME Climate Hub commitment and provides staff who purchase a battery powered car an additional annual payment supplement of £1000*, please see company policy.

The list of above duties is not exhaustive, and you may be required to carry out other duties which are not listed above as and when requested by their Line Manager.

Application closing date: On-going until a suitable candidate is hired.

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 Assistant Centre Manager
  • A detailed Curriculum Vitae

Please return these documents to Louise Prosser, HR Advisor, [email protected]

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