General Manager

Location: Eaton Socon

Role :
General Manager Location :
Tide Bankside, London Hours : 40 hours between 8:30am – 17:30pm Monday to Friday Reporting to:
Head Of Customer Experience Who are we? New Flex operates a rapidly expanding and diverse nationwide network of business centres offering flexible work spaces to entrepreneurs and businesses. We give our Customers the flexibility, independence, ‘Freedom at Work', and support to create, grow and enjoy running their businesses in our centres. We've been going from strength to strength for 25 years to cement our position as ‘The Property Manager for the New Economy'.

We're currently experiencing a sensational period of growth as the flexible officing revolution continues to disrupt the traditional office market. Our unique Client management model connects building owners (Clients) with occupiers (Customers) to generate cash from underutilised office space in all types of buildings from Aberdeen to Brighton. New Flex is creating a positive alternative in the business centre market.

What are our values? Our values shape our culture and guide us how we go about our daily business to support our purpose and ambition. The purpose of New Flex is to make a sustainable profit from unleashing the potential of buildings and people. Our values are Smart, Supportive, Prudent, Straightforward and Responsible. We expect all our employees to live our values in everything they do  values make us who we are.

What will you do? The General Manager holds overall accountability for running their designated centres, with the customer experience at the heart of the role. This spans the full customer journey — from first viewing and onboarding through to ongoing experience and long-term retention — with close attention to every touchpoint a customer encounters along the way. Working to KPIs agreed with stakeholders, the General Manager delivers consistently high standards across every centre, taking a proactive approach to operational performance and to managing suppliers and repairs — anticipating issues before they arise rather than reacting to them — while leading on health and safety and team development.

We want someone exceptional who can focus on:
Operational Performance Deliver agreed operational KPIs and performance standards. Monitor and control operating costs to achieve value for money. Optimise centre configuration, utilisation and operational efficiency. Support continuous improvement across the designated centre/s. Operations Ensure the smooth day-to-day operations of all centres in the designated centre/s by proactively;
Monitoring service quality, customer satisfaction and customer retention. Identifying areas for improvement and optimise processes. Allocating and managing staffing, budgets and facilities. Implementing quality assurance processes to maintain a consistent level of service. Ensuring the highest level of customer service is maintained throughout all centres. Handling escalated customer issues and seek resolutions. Managing the customer journey including customer viewings, onboarding and ongoing engagement.

Supporting local marketing activity in line with corporate identity guidelines to drive awareness and engagement. Developing customer engagement and networking opportunities within the local business community. Organising at least fortnightly events to improve customer engagement. Building and maintain strong relationships with key stakeholders. People Management Develop a high-performance, customer-focused culture through performance management, coaching, mentoring, CPD journals, HR processes and KPI setting.

Foster a collaborative and customer-centric team environment. Recruit employees and manage underperformance and misconduct. Repairs and…