Community Coordinator

Key responsibilities

• Deal with any enquiries regarding Clockwise space or the building generally, passing them to the right team member.
• Take ownership of meeting room and club lounge inquiries, focusing on growing these revenue streams.
• Lead meeting room sales target achievement and manage bookings, setup, and on-the-day operations.
• Achieve monthly Key Performance Indicators (KPIs) and sales targets, with a focus on member retention and increasing occupancy.
• Develop a working understanding of key financial levers affecting location performance, such as occupancy rates, pipeline, and retention, and apply this knowledge to prioritize tasks and conversations.
• Deliver the Clockwise Customer journey to all visitors, tenants, and members, providing a great welcome and resolving any reported issues.
• Act as the first point of contact for members, handling enquiries and conversations with confidence and care, and escalate to the Community Manager if necessary.
• Ensure adequate coverage on the reception/welcome desk and arrange cover for breaks and meetings.
• Take ownership of member event programming, from ideation through to operational delivery, aligned with the four pillars, event SOPs, and Community Events Playbook.
• Form strong relationships with external partners to aid in delivering member event programming.
• Compile handover notes and communicate daily events and activities to colleagues.
• Work towards achieving and converting neutral NPS scores into positive ones through consistent, high-quality member interactions.
• Manage post and deliveries to the building, ensuring established processes are followed.
• Handle incoming calls to the building, directing to the appropriate person and ensuring a great impression and efficient service.
• Ensure interactions with members and tenants in person and via virtual communications meet and exceed expectations.
• Provide peer group and buddy support in your own and other Clockwise locations.
• Participate in regular meetings and routines with your Community Manager, focusing on training and development areas.
• Operate in alignment with the Company Handbook.
• Ensure adherence to health and safety measures and regulations, reporting and escalating any issues to your manager.
• Interact professionally and collaboratively with building suppliers/third parties, maximizing both commercial and service value.
• Manage access control requests for new and departing tenants, colleagues, and members according to your building's standards.
• Sign in contractors to the building in accordance with agreed standards.
• Report any maintenance issues to the Building Manager/General Manager as appropriate.
• Support the building management and F&B teams on site, contributing to a positive, joined-up experience for everyone in the building.
• Support the smooth running of day-to-day operational and compliance routines at your location, including opening and closing checklists, and flagging any facilities or compliance concerns to your Community Manager promptly.
• Provide input into reporting across key Balance Scorecard (BSC) metrics, including meeting room revenue, occupancy, and member retention, ensuring data accuracy and timeliness.
• Manage day-to-day relationships with designated suppliers, maintaining service standards and escalating concerns to your General Manager.

Key skills and experience

• Hospitality and customer service experience is advantageous.

Working pattern

• 40 hours per week, Monday to Friday.
• Occasional requirement to work evenings for events.

Benefits

• Discretionary bonus scheme (post-probation)
• Private health insurance
• 25 days holiday per annum, plus bank holidays
• Health cash plan (post-probation)
• Enhanced company pension – 4% and 5%
• Gifts on your birthday and employment anniversary
• Death in service benefit
• Wellness activities throughout the year
• Monthly sessions with MYNDUP available

Location

Broadwalk House - Clockwise