Cluster Manager- LOCATION- South West London
SALARY £44/45,000(Negotiable) plus Bonus
An award winning Property Company with a portfolio of cool, hip business Centre's throughout London are looking to recruit an experienced Cluster Manager
Reporting directly to the Portfolio Manager you will have overall responsibility to manage an Assistant Centre Manager, Receptionist and Centre Coordinator at each site, you will look after 4/5 sites around South West London
The ideal candidate will have previous Cluster/ Regional Property Management experience.
To pro-actively manage and market the above Business Centre to ensure:
Excellent delivery of customer service and customer satisfaction;
Strong sales results;
Rent roll and occupancy are maximised through the delivery of on-site initiatives;
A strong community network is built and maintained;
High standards of presentation and maintenance of Centre(s)
To be the first point of contact for visitors and customers by maintaining a public presence at reception or hot desk where appropriate.
To provide first class customer service to all customers, and visitors to the centre.
To engage with all existing customers, and potential new customers to strengthen and grow good customer relationships by understanding their business and getting to know them.
Ensure all day to day customer needs and complaints are handled quickly, efficiently and to ensure total customer satisfaction.
Ensure all reception/admin requests are well managed.
Responsible for all on site sales by conducting viewings of vacant space, selling the space, explaining the letting terms and maximising other added value services
Familiar with telecoms terminology, unique selling points (USPs), sales process and pricing and the ability to communicate this to potential customers.
Host, manage and market the company - ensure all up/down sizing opportunities are maximised.
Familiarisation with competing centres and services in the local areas.
Promote and assist in managing meeting rooms where applicable.
Staff Management & Training
Responsible for managing the on-site team, which will include recruitment and training ensuring that workloads and tasks are appropriately delegated and monitored.
Work in accordance with the policies and procedures of the company
Review staff performance and monitor objectives to include annual appraisals and performance objectives.
Carry out regular reviews and arrange/provide training for the on-site team.
Encourage good communication, team work and an entrepreneurial environment.
Assist the wider Centre team in the provision and induction for new starters within the portfolio as required.
Work closely with the Facilities Management team to ensure good, open communication across the Centre(s).
Marketing, Community Management and Sustainability
Responsible for building and maintaining communities within their Centre(s).
Encourage inter-customer trading events through the clients network and location websites.
Hosting networking events to create and forge new relationships with potential customers and relevant stakeholders.
Deliver a monthly customer newsletter.
Ensure the branding and signage of the Centre complies with Group policy and is kept to a high standard.
Promote the company through customer and general public contact.
Use Twitter, Instagram and any other relevant social media to increase awareness of both customers and the centre in the wider community in accordance with our policies
To work closely with the company to ensure close integration, success and promotion.
Support and promote the company sustainability programme through the customer base and other stakeholders.
Responsible for the overall management of Centre(s).
To identify value enhancing centre improvements and recommend these to the Portfolio Manager.
To work effectively with the Facilities Management team to ensure high standards of presentation and maintenance of Centre(s).
Responsible for ensuring compliance with the companies Health and Safety policies and procedures, and all associated statutory requirements throughout the centre(s).
Responsible for arranging emergency/reactive works and liaising with the Facilities Management team to implement.
Responsible for customers moving in and out, including management of the dilapidations process and unit preparation in line with company procedures.
Ensure that all customers are complying with the lease terms.
Full implementation of the Centre Procedures.
To take responsibility for the Net Profit Revenue (NPR) of the centre.
Liaise with Portfolio and Asset Manager to maximise occupancy and rent roll.
Prepare, manage and review all rental budgets with Portfolio Manager and Facilities Manager.
To work with Facilities Management and other colleagues to manage service charge budgets.
Encourage sales to achieve company targets, ensure rent and service charge income are to full target levels.
Taking responsibility for dealing with arrears prior to handing over difficult cases to Credit Control team.
Responsible for the purchase card expenditure and site master keys.
To be responsible for managing Business Rates expenditure ensuring optimisation in the reduction of payable rates.
Knowledge of budgets/health & safety/sales along with excellent communication/ relationship skills
Good Knowledge of Social Media /Co-Working is required for this challenging and rewarding position
Excellent benefits and Bonus
Ideally your previous experience will come from a Property/Business Centre/Serviced Office enviroment