Member Experience Manager - 12 months maternity cover at Fora Space Limited

London, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

09 Mar, 26

Salary

0.0

Posted On

09 Dec, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

People Management, Customer Service, Team Leadership, Communication Skills, Organizational Skills, Attention To Detail, Time Management, Problem Solving, Training, Performance Management, Relationship Building, Front Of House Operations, Health And Safety Compliance, Budget Management, IT Systems Knowledge, Creative Thinking

Industry

Real Estate

Description

The Company 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. Our journey began over 20 years ago, when we opened our first location on London’s City Road. Since then, our collection has grown to over 60 distinctive workspaces across London, the UK and Germany, totalling 3.2 million sq ft of real estate. Over the last two decades we have welcomed approximately 300,000 members through our doors, with over 30,000 members today, and boast market-leading retention rates. 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. Fora is part of The Office Group, backed by Blackstone and Brockton Capital. We have ambitious plans to expand our collection of workspaces in the future, pioneering industry change through our conscious design and construction practices, and creating workspaces that empower our members to work in their own unique way. The Role 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. You will lead, challenge and set the standard for what the Workplace experience can be. Drive an exceptional member experience through effective team management. Create an exceptional building environment each and every day that supports our member’s needs. 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 Confidently upholding standards and responsibilities in the absence of the General Manager (GM) Communicate and reinforce all company standards, policies and procedures as laid out by the Fora Values, Purpose and Vision. Maintain an in depth understanding of all FOH procedures, processes and IT systems used to manage members, operations, and the building. Responsible ensuring that all amenities offered as a part of the Fora membership are stocked in line with budget and finance requirements. Work collaboratively with the wider business- ensuring that all monthly and weekly tasks are completed on time and effectively. Key Responsibilities People Management Ensuring effective performance management of your team by following HR processes and policies and utilising the Fora behaviours within feedback. Assist the General Manager with Induction of new members of staff to Fora and monitor and support during their probation period. Train new team members to the Fora standard using our set training plans in conjunction with the General Manager. Assist the General Manager in recruitment process and staff personal development. Lead team one to one’s and objective setting and support General Manager with probation reviews and appraisal meetings. Evaluate staff performance and support with hiring and training needs. Maintain the highest standards of personal hygiene, dress, uniform, appearance, body language and conduct, both personally and among the team. Attend meetings and training required by the Operations Team (this could include requests to attend out of your scheduled/normal working hours). Ensure good communication with all staff by holding regular staff meetings to update on issues, forthcoming events, and any news for the coming weeks. Create a culture to energise and empower your team so they can deliver an exceptional experience Members and Culture: Create a culture to energise and empower people to create their best work. Working efficiently with the wider Fora team to ensure consistent delivery of the Fora brand and product. Create an exceptional building environment each and every day that supports our member (Millenium Partners/MLP’s) needs. Foster relationships with colleagues and members creating genuine connections daily. 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. Lead the team to guarantee each member has a smooth and seamless welcome and departure from the Workspace. Oversee the Meeting Room service, ensuring the Member Experience team are effectively hosting members and their guests. Address any ad-hoc member requests- encouraging the team to go above and beyond as a part of the status quo. Ensure that all complaints are handled effectively and efficiently and are reported to the General Manager Be creative and think outside the box to deliver new and engaging experiences Front of House Operations 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. Implementing effective daily structure to ensure a productive working environment. 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. To have in depth understanding of all FOH procedures, processes and IT systems used to manage members, operations, and the Workspace. Responsible for overseeing stock control, ordering and deliveries. Responsible for the Workspace, team and members in General Manager’s absence. Building Operations & Maintenance 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 Assist the General Manager with building operations and maintenance to ensure highest level of Member experience and deputise in their absence. Maintain security by following health and safety procedures in place. Supporting the General Manager to ensure Health & Safety, Security and Compliance standards are adhered to. Finance and Administration Maintaining a close relationship with the billing team with regards to the resolution of all payment queries. 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. Have a good understanding of site budgets and targets. Must have experience working within a front of house capacity with corporate clients to deliver exceptional standards Experience in supervising/leading a team Highly refined verbal and writing communication skills Good organisation skills and dedication to completing projects in a timely manner Detail oriented and comfortable working in a fast-paced environment Individual with exceptional customer service skills Very well organized & excellent timekeeping · Monday to Friday · 28 days holiday plus your birthday off! · Once a month, you will be able to order lunch from Deliveroo. · Uniform allowance · Learning and Development · Health Shield

Responsibilities

The Member Experience Manager is responsible for delivering an exceptional client experience and managing the day-to-day operations of the workspace. This includes leading the Member Experience team, ensuring high standards of service, and maintaining a positive environment for members.