Assistant Centre Manager

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 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, client and sales-focused Assistant Centre Manager at Watford Centre.

Key Purpose of the Role

The purpose of this role is to proactively support the Centre Manager in creating and building relationships with business owners and delivering the following:

Excellence in client sales acquisition and retention

Excellence in facilities management

Excellence in customer services always ensuring high quality standards

To support the Centre Manager in the following:

To proactively acquire and retain clients

To provide first-class, customer service across all of Wenta’s communication channels from Reception Desk to phones, email and online

To successfully manage the day-to-day running of the business centre To drive and support our digital income growth as well as other income streams for the centre

Key Responsibilities

Client Acquisition

To support the Centre Manager in delivering the strategy of acquisition with effective planning and time management:
- Liaising and developing relationships with brokers and key referral networks, communicating latest workspace availability, meeting rooms, virtual office services and events.
- Liaise and develop relationships with brokers, communicating market availability.
- Arranging and conducting client viewings and negotiations
- Keeping the company’s CRM system up to date with accurate and quality client data, reviewing insights and trends.
- Collaborating with Wenta’s business advisors and advice team to ensure all Wenta’s services are promoted and communicated to all clients including:
  - Virtual mailboxes
  - Meeting rooms
  - Incubator/collaboration station space for start-up businesses
  - Free business advice and skills training support
  - Sustainable business advice (Action Zero)
  - New products, programmes and services
- Collaborating with Wenta’s Digital, Communication and Marketing (DCM) team on developing social media campaigns to promote the centre, creating and communicating on-brand, client business stories, centre news stories and key client updates for PR purposes
- Raising awareness across the local stakeholder community, supporting the Centre Manager and Head of Centres with stakeholder relations

Client Retention

To support the Centre Manager in delivering the strategy of acquisition with effective planning and time management:
- Collaborating with Wenta’s business advisors and advice team to ensure all Wenta services are promoted and communicated to all clients
- Creating and maintaining a consistent professional relationship with centre clients to understand their current business needs, sharing insight internally
- Following The Code of Confidentiality and Impartiality, remaining independent from any client’s 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 with regular client news stories and ways to improve customer experience within the centre
To proactively manage all client requests and complaints within one day ensuring that all client expectations are met and that a high standard of customer service is always delivered

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
- Ensuring that the centre conforms to legislation relating to health and safety.
- Overseeing the production of sales, services and rent invoice to clients
- Overseeing the process of and resolving all local direct debits and chase non-payments
- Managing client expectations on the centre's annual rental increase
- Ensuring all clients documentation is processed in order with GDPR regulations within one month of moving in, and to include the following:
  - PAT Certificates
  - COSSH Certificates
  - Insurance documents
  - Fire Marshal details
  - Emergency contacts
  - Certificate of Incorporation
- Ensuring that all virtual clients adhere to Anti-Money Laundering Regulations.
- Conducting a weekly tour of the building and external areas to ensure everything is in good order and support by written documentations.
- Acting 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.
Providing a first point of contact for visitor and clients to the centre.
Answering phone to Wenta clients and virtual clients.
Managing incoming and outgoing post.
Dealing with all general, day-to-day enquiries from clients of occupied units.

Self-development / Collaboration

Assist the Centre Manager in preparing the annual budgets and the development of income for Wenta.
Working on individual projects with the Centre Manager wider Wenta Team.
Exceeding and maintaining all standards of quality as required contractually by Wenta and as stated in the Wenta Client Charter.
Attending and contributing to the various internal and external meetings and to be involved in other activities as requested by Wenta and the Senior Management Team.

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.

Person Specification

Knowledge and Experience	Essential	Desirable
Experience in collaborating and building strong relationships with various stakeholders, partners and clients.	x
Experience in communicating with clients through multiple channels including digital (telephone, email, web chat and Microsoft Teams)	x
High level of commercial awareness and sales background	x	x
Financial Literacy		x
Strong knowledge of Microsoft Office 365 and Dynamics CRM system		x
Customer service managerial experience in a managed workspace / business centre environment		x
Experience in client acquisition and retention	x
2 years minimum managerial experience	x
Skills and abilities
Be able to take ownership of issues as they arise and provide a solution to your manager	X
Strong communication and interpersonal skills with the ability to effectively communicate with a wide range of individuals in a diverse environment.	X
Able to prioritise workload with conflicting requests for resources.	X
Ability to negotiate	x
Proficient IT skills including Microsoft Office 365 and ability to learn new systems		x
The ability to work flexibly within a small team and have a positive “can do” attitude.		x
Be self- motivated, proactive as well as reactive to activities	x
Ability to regularly input improvements and come up with initiatives that contribute to the success of the Business Centres	x
Take pride in a reliable and consistent work ethic that only improves under pressure	x
Strong organisational and time management skills	x
Strong digital research and communication skills to find and build new sales leads	x

Full job description can be found here: Assistant Centre Manager Watford August 24

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
A detailed CV

Please return these document to Donna Colbourne, Head of Business Centres: [email protected]

Closing date: 30th September 2024