Deputy CIty Manager

Overview

Assist City Manager in operations, customer service, and team leadership.

Key Responsibilities

• tour delivery
• client onboarding
• billing entry
• ad posting
• compliance audits
• technical support

Tasks

-Tailor tours to align with customer needs, showcasing how the center can meet their goals. -Maintain a thorough understanding of key services, products, and amenities to address client needs efficiently. -Responsible for on-boarding new Community Associates under the leadership of the City Manager in alignment with the global induction and onboarding framework. -Ensure the center remains "show ready" at all times by keeping common areas (business lounge, café, meeting rooms, etc.) clean, organized, and professional. -Use the form to capture customer feedback, interests, and potential objections. -Exhibit professionalism by smiling, greeting clients warmly, and communicating effectively. -Supporting New Sales -Lead efforts to prepare and post daily Craigslist ads. -Ensure the community team understands the activity plan and is executing in accordance with the agreed actions and timeline. -Addressing any other operational needs so clients can focus on their work. -Accurately capture and input daily service charges into the billing system. -Driving material growth of the customer base and the network user base in your city -Take on other tasks and responsibilities as assigned, ensuring operational efficiency and client satisfaction. -Act as one of the primary points of contact for all clients and visitors. -Answering phones and assisting with communications. -Ensure you deliver exceptional tours that highlight the value and features of the centers. -Growing and developing talent within your city -Retaining Customers -Assist with ensuring the clients understand their online account as part of their set up and move- in -Contribute to the center's revenue growth by maximizing client utilization of offerings. -Works with the Community Team to ensure NPS scores reflect the expected standards, addressing opportunities proactively as they arise. -The Deputy City Manager serves as the first point of escalation for customer complaints across the city. -Conduct regular center visits for compliance checks, operational improvements, and perform audits as requested. -Serve as an extension of clients’ operations by managing essential office tasks: -Delivering mail and packages. -Demonstrate passion for customer service by surprising and delighting clients with proactive support. -Maintain a polished and professional business environment, taking pride in the center's appearance. -Opening New Centres in Alignment with Targets -Deliver operational excellence across your city -Provide hands-on support such as troubleshooting basic technical issues or supporting furniture requests. -Be a resource for clients by providing information, recommendations, and assistance. -Support the City Manager in the recruitment of new Community Associates and talent cultivation. -After each interaction or tour, ensure a visit form is accurately and thoroughly completed. -Identify opportunities to promote and sell additional IWG products and services. -Offer administrative support, including copies, beverages, and other client needs. -Ensure meeting rooms are setup and office customizations are coordinated

Requirements

• ms office
• high school
• customer service
• leadership
• analytical
• operations

What You Bring

-A strong understanding of business operations, preferably within IWG. -Proficient in basic computer skills (Word, Excel, Outlook) and strong verbal and written communication skills -Proven customer service experience with the ability to hold accountability, de-escalate and resolve conflict effectively, fantastic communicator. -Ability to work independently and as part of a team and to consistently travel across the “city” to perform centre visits and work with the team -Experience and confidence using MS Office and other basic IT equipment. -Strong analytical and problem-solving abilities -Organized, flexible, adaptable, and able to work in fast-paces growth environments. -Dynamic, positive, enthusiastic, and able to adapt to fast-changing situations. -High School Diploma or equivalent -Experience with leading through others, delegating with accountability and driving improved performance within an engaging and positive culture -Excellent communication skills and the ability to manage multiple priorities effectively. -Analytical Abilities: Capable of analyzing reports, spotting trends, and implementing timely solutions. -Legally eligible to work in the Country and at least 18 years old. -Operational Acumen: Strong background in operational management, financial oversight, and customer service excellence. -Leadership Skills: Proven ability to lead, inspire, and manage multi-location teams effectively.

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Benefits

-Growing Service Revenue

About International Workplace Group Plc

-Founded in Brussels in 1989 by entrepreneur Mark Dixon after struggling to find small-quality office space. -Listed on the London Stock Exchange in 2000 and rebranded as IWG in 2024 with dual headquarters in Switzerland and Jersey. -Generates nearly US$3.7 billion in annual revenue, with US$510 million operating income and US$19 million net profit in 2024. -Operates over 4,000 locations across 120 countries under brands like Regus, Spaces, HQ, Basepoint and Signature. -Delivers flexible work solutions—from hourly coworking to long-term leases—to startups, SMEs and global enterprises. -Expanded aggressively into suburban and transport-hub locations, pioneering work-on-the-go from airports and rail stations. -Survived Chapter 11 restructurings during past downturns and emerged stronger, leading the post-COVID hybrid workspace boom.

Sector Specialisms