Role: Receptionist / Client Support Assistant
Reporting to: Centre Operations Manager
Location: Stevenage
Contract: Full Time, Permanent
Hours: Monday – Friday, 37.5 hours per week
Salary: £12.44
Hello. Looking for your next big opportunity in customer support?
At Wenta, we’re all about making a difference to the business community. Our centres offer so much more than just spaces. They’re places that bring opportunity to the local community in so many ways.
A bit more about us:
Wenta is one of England’s largest enterprise agencies that has been helping people to start-up, maintain and grow their own business since 1983. Yep, that’s quite some time! Our business centres offer flexible and affordable workspaces for business owners to grow and prosper, along with a warm and thriving community that cares.
From King Charles III (formerly known as The Prince of Wales) to Anthony Joshua, Wenta has been championed, utilised and visited by a whole heap of people you will have heard of already across the nation.
With that said, we’re still very much the ‘best kept secret’ when it comes to our business support with the majority of our clients coming to us through word of mouth. We have helped over 83,000 people to start, run or grow their own business, through our impartial, free and trusted business advice and skills training. Our centre workspaces are the backbone of our social enterprise support services. We own and operate business centres and flexible workspace across Hertfordshire and North London. Income growth across our centres enables us to reach and support even more people to turn their business ideas into a reality. This positively changes and impacts lives, families and opportunities.
Our mission is to provide inclusive support for everyone to start and run a successful greener business.
Our passionate team is experienced, impartial and independent with no shareholders.
Job Description
The ‘Wow’ about the Role:
The successful person for this role will be proactively supporting the Bishops Stortford/Stevenage centre, supporting clients and the centre manager in ensuring the smooth running of the centre.
The Purpose:
The purpose of this role is to be the main Receptionist/Client Support Assistant at our recently acquired Bishops Stortford centre, with the opportunity to gain experience in client acquisition and retention.
Key Responsibilities:
As the main Receptionist/Client Support Assistant, you’ll be working closely with the clients as well as the centre manager, providing first class customer service across all of Wenta’s communication channels from the Reception Desk to phones, email and online.
On a day-to-day basis, you will manage the general running of the business centre. That’s everything from front of house, client and community engagement events, to conducting viewings of the centre.

Front of House

• To provide support to on-site businesses
• To warmly greet visitors to ensure a professional and positive first impression
• To provide assistance to meeting room and virtual clients
• To support clients with post and email handling
• To review booking platform ‘Skedda’ daily, ensuring internal and external clients are set up and invoiced correctly for meeting room and hot-desking bookings
• To perform a daily safe check
• To maintain the reception and communal areas to a high standard, ensuring it is clean and tidy, logging any maintenance issues and escalating where necessary
• To act as a trained First/Aider and Fire Warden, including conducting weekly fire alarm tests and maintaining records

Client Retention/Customer Support

• To communicate and listen to clients to ensure they feel valued and supported
• To deliver an exceptional customer service experience for centre clients and visitors
• To build strong client relationships to allow for open communication and honest feedback
• To proactively manage client requests for information, questions, queries, concerns within one day, ensuring that regular contact is maintained with them and any concerns are resolved quickly
• To manage the process of issuing/cancelling keys and fobs with the required urgency
• To ensure all internal movement is logged and accurate for monthly billing
• To chase up overdue invoices
• To provide attention to detail and accurate administration services for the centre, updating and maintaining accurate client records in line with GDPR requirements
• To assist in organising and setting up events for clients within the centre

Client Acquisition

• To update and control enquiries within the first hour of contact
• To maintain an accurate and thorough log of all leads/viewings/quotations
• To Maximise revenue by upselling products across the centre
• To work with the Sales Lead and Digital, Communications and Marketing team to develop marketing and sales campaigns that promote the centre and its services

To meet and maintain all standard of quality as required contractually by Wenta and as stated in the Wenta Client Charter.
To proactively promote our Wenta Net Zero support service to all clients, with a goal to reduce our carbon footprint and support businesses in their sustainable goals through our subsidised service.
Every Wenta team member will be able to become Action Zero Accredited as part of Wenta’s commitment to our Net Zero goals.
The list above is not exhaustive and you may, on occasions, be required to carry out other duties which are not listed above as and when requested by your 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
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 reception 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 centre
x
Take price 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
Travel
This role may require regular travel between our sites in Hertfordshire and North London; therefore a driving licence and transport are required to fulfil this role. Wenta has committed to the UK SME Climate Hub commitment and provides staff that purchase a battery powered car with an additional annual payment supplement of £1000*. Please see company policy for more details.
What’s in it for you?

Working at Wenta  

• Passion  

Passion runs in the blood of Wenta employees. We are a passionate and motivated team, inspired to help small businesses and entrepreneurs reach their potential. Work alongside other motivated people who care about making a difference and achieving a shared vision.  

• Social events  

We’re a friendly bunch at Wenta. We hold at least one Wenta social event every year, be it a Christmas party or summer BBQ. In addition, our teams have regular social events as well as frequent community events which are great opportunities to meet, and network with, our customers and colleagues.  

• Holidays! +  

8 bank holidays per year plus 30 days of annual holiday which includes a closed office over the Christmas period. Plenty of time to rejuvenate and relax. We also provide Life assurance (2 x annual salary), pension, season ticket loans, professional subscriptions, eye tests, flu vaccinations and recruitment referrals to name a few.  

• Training and development  

We are committed to the ongoing training and development of all our employees and employees have access to our Wenta training courses too. We invest in our people and our people invest in us.  

• Strong leadership  

We are led by a strong board of non-executive directors who are dedicated to making a difference to the small business community. Each an expert in their particular field, our board has a comprehensive variety of expertise and ensures Wenta’s social purpose is first and foremost in everything we do.  

• Making a difference  

Be part of a social enterprise that changes people’s lives. Working at Wenta, you will be helping passionate entrepreneurs and start-ups make their dreams come true; it’s a special vision to be a part of and Wenta is a unique place to work.
Job Types: Full-time, Permanent
Pay: £12.44 per hour

Benefits:

• Additional leave
• Bereavement leave
• Canteen
• Company events
• Company pension
• Cycle to work scheme
• Employee discount
• Enhanced maternity leave
• Free flu jabs
• Free parking
• Health & wellbeing programme
• Life insurance
• On-site parking
• Referral programme
• Sick pay
• Transport links

Schedule:

• 8 hour shift
• Day shift
• Flexitime
• Monday to Friday
• No weekends

Education:

• GCSE or equivalent (preferred)

Work Location: In person
Reference ID: R&CSBTC01/202

• Making a difference