Member Experience Manager - 12 months maternity cover

Description

• Responsible for the efficient day to day operation of the reception and building to create a service focused environment to meet our member's needs.
• Drive an exceptional member experience through effective team management.
• Create a culture to energise and empower people to create their best work.
• Ensure that all complaints are handled effectively and efficiently and are reported to the General Manager
• Ensure good communication with all staff by holding regular staff meetings to update on issues, forthcoming events, and any news for the coming weeks.
• Attend meetings and training required by the Operations Team (this could include requests to attend out of your scheduled/normal working hours).
• Maintain security by following health and safety procedures in place.
• Communicate and reinforce all company standards, policies and procedures as laid out by the Fora Values, Purpose and Vision.
• Build a professional and productive work environment by having knowledge of members and their business needs; aiding, networking and going above and beyond to ensure a positive Fora experience for all members.
• Foster relationships with colleagues and members creating genuine connections daily.
• Evaluate staff performance and support with hiring and training needs.
• Create an exceptional building environment each and every day that supports our member (Millenium Partners/MLP's) needs.
• Responsible ensuring that all amenities offered as a part of the Fora membership are stocked in line with budget and finance requirements.
• Maintaining a close relationship with the billing team with regards to the resolution of all payment queries.
• Working efficiently with the wider Fora team to ensure consistent delivery of the Fora brand and product.
• Ensuring effective performance management of your team by following HR processes and policies and utilising the Fora behaviours within feedback.
• Ensure that the site is always effectively managed and staffed to the correct levels and manage the efficient day-to-day operation of the site
• Supporting the General Manager to ensure Health & Safety, Security and Compliance standards are adhered to.
• Train new team members to the Fora standard using our set training plans in conjunction with the General Manager.
• Work collaboratively with the wider business- ensuring that all monthly and weekly tasks are completed on time and effectively.
• Create a culture to energise and empower your team so they can deliver an exceptional experience
• Create an exceptional building environment each and every day that supports our member's needs.
• Assist the General Manager with Induction of new members of staff to Fora and monitor and support during their probation period.
• Maintain the highest standards of personal hygiene, dress, uniform, appearance, body language and conduct, both personally and among the team.
• Responsible for the Workspace, team and members in General Manager's absence.
• Assist the General Manager in recruitment process and staff personal development.
• You will lead, challenge and set the standard of what the Workspace experience can be on a day-to-day basis by role modelling key behaviours to the Member Experience team ensuring MLP's standards are adhered to.
• You will lead, challenge and set the standard for what the Workplace experience can be.
• Lead the team to guarantee each member has a smooth and seamless welcome and departure from the Workspace.
• Address any ad-hoc member requests- encouraging the team to go above and beyond as a part of the status quo.
• Implementing effective daily structure to ensure a productive working environment.
• Assist the General Manager with building operations and maintenance to ensure highest level of Member experience and deputise in their absence.
• Oversee visual standards ensuring all areas of the building are kept at a high standard. Work closely with maintenance, facilities and cleaning teams through the effective use of the Freshservice platform to upkeep the building in line with the desired standards levels
• Oversee the Meeting Room service, ensuring the Member Experience team are effectively hosting members and their guests.
• Responsible for overseeing stock control, ordering and deliveries.
• Have a good understanding of site budgets and targets.
• Lead team one to one's and objective setting and support General Manager with probation reviews and appraisal meetings.
• Maintain an in depth understanding of all FOH procedures, processes and IT systems used to manage members, operations, and the building.
• Management of SAP PO system (including raising, sending POs in a timely manner), adding recharges prior to the monthly deadline, petty cash card management and submitting overtime forms.

Requirements

We are looking for a Member Experience Manager to support the seamless client experience at one of our Fora buildings which is unlike any other of our buildings. With a single client in the financial services sector, your role is to deliver a best in class service to make every interaction extraordinary for them. Create an exceptional building environment each and every day that supports our member needs.

• Good organisation skills and dedication to completing projects in a timely manner
• Detail oriented and comfortable working in a fast-paced environment
• Very well organized & excellent timekeeping
• Individual with exceptional customer service skills
• Must have experience working within a front of house capacity with corporate clients to deliver exceptional standards
• Highly refined verbal and writing communication skills
• Experience in supervising/leading a team
• Be creative and think outside the box to deliver new and engaging experiences
• To have in depth understanding of all FOH procedures, processes and IT systems used to manage members, operations, and the Workspace.
• Confidently upholding standards and responsibilities in the absence of the General Manager (GM)

Benefits

At Fora, we're fuelled by a desire to enhance the way people work. We're here for the progressives, the forward thinkers, the status quo-challengers, the creators and the innovators. With signature hospitality, a likeminded community of members and a re-energising wellness experience, Fora takes the grind out of daily work-life, so members can focus on what's important - working productively, healthily and happily.

Once a month, you will be able to order lunch from Deliveroo.

Health Shield

28 days holiday plus your birthday off!

Uniform allowance

As a trusted workspace provider for teams of all sizes, from established brands to new ventures, our uniquely designed, flexible office spaces come with a range of exceptional on-site amenities and a dedicated Member Experience team to take care of all the day-to-day details. Ocado, The British Fashion Council and Pangaia are just some of the businesses who call a Fora workspace home. Fora is London's leading provider of flexible offices. All our design-led spaces are open and supported by our dedicated front-of- house teams, five days per week.

Training + Development

Interview process

Visa Sponsorship

Security clearance