[Expired] - Community Associate, London

Techspace is a member centric company that designs, creates & operates working environments for growing technology companies. The workplace is undergoing rapid change & transformation: we are at the cutting edge of workplace design, providing flexible & collaborative environments that enable technology businesses to thrive. Techspace is at its heart a people business: the team we build and the relationships we form with our members is what makes our spaces come to life.

For our London locations we are looking for a Full-time Community Associate

This role will suit you if are genuinely interested in making a difference to people’s working life and you understand how you can influence the experience in a hospitality environment.

We want Techspace and this role to be the starting point for a career within Hospitality & Operations: we will will provide you with the experience, tools and support to facilitate a pathway to success in this industry.

Attitude is more important than Experience. A hospitality background is preferred but not essential. Selection for short listed candidates will be via a 3-stage interview process: we view the process as a chance for you to get to know us, just as much as us making a decision about you.

As a Community Associate, you will have cross functional responsibilities in order to offer multi-faceted support for our members & our buildings. These are detailed below.

Concierge - First and Last Touchpoint

Be the face of your building - This means managing the Front Desk during key business hours, ensuring this area is well organised and being ever present for anyone coming into the building to provide support and an exceptional hospitality experience.

Know your building and area - This means being able to answer any questions from members and guests related to the building and local area including way-finding, policies and procedures, community etiquette local restaurants, food delivery services, catering options, team outing venues, post office, shipping center, supply store, etc.

Know your members - This means being invested in your member’s growth story and seeking ways to celebrate members’ successes and milestones.

Mail Handling - This means ensuring the smooth processing, sorting, and organising of all incoming mail and deliveries. Also leading investigations and resolving ‘lost’ packages and escalating where necessary.

Inventory - Ensure that your building is well stocked for smooth operation including tracking, auditing, and organising keys and keycards, reviewing stocks of key consumables and ordering where necessary.

Assist with move-ins and move-outs - prepare and distribute welcome materials, ensure keycards and keys are ready to create a great first impression for our new members.

Delivery

5* Service Delivery - Bring a critical mindset to looking at our service delivery, so we can continually improve our offering and deliver a service that accelerates the growth of our members.

Relationship Management - Create and nurture relationships with 3rd party cleaning, facilities & security operatives that will allow all parties to unite in serving our members.

Understand & navigate Building Systems/Platforms with purpose.

Consistent Auditing - Carry out daily building audits to ensure we are always delivering a 5* building experience that always serves our member’s needs and growth stories. Proactively seek out and escalate any recurring issues.

Support & Service Recovery - Lead the building team in the responses to member’s support requests and ensure they are able to get back to focussing on their businesses. Take ownership over meeting our first response SLAs, escalate when required and deliver a 5* Service Recovery experience. Look to always improve your knowledge of our technology, operations and product to improve your ability to troubleshoot problems.

Safety & Security - Understand the Emergency Action Plans for your location. Ensure the safety of yourself, your team and your members and respond calmly and swiftly to any emergency (fire, medical, security), and respond to directions from your manager in emergency situations.

Experience

The Centre of the Community - Make learning the names and roles of our members your business, so you are best placed to create meaningful and mutually beneficial connections between members and the wider Techspace community, so they can accelerate their businesses.

Bespoke Experience - Deliver a 5* bespoke service to each of our members by having a genuine interest in their businesses and being motivated by helping them grow. Through learning about their products, team and pain points, you should aim to tailor the Techspace experience to best serve their needs.

Event Support - Facilitate the hosting of beneficial and diverse community event programming, evaluate those events based on attendee feedback, and pass your findings back to the event team.

Strong Listener - Pass along any member feedback and recommend effective next steps to constantly improve the building experience. Use this feedback to notice patterns and then anticipate member needs before they arise.

Product Knowledge - Have a working understanding of most of Techspace products and services and how they would be beneficial to our members. Use this information to deliver a strong Tech elevator pitch, deliver consultative recommendations to our members and drive new revenue.

Key Measurables/Desired Results

Member Satisfaction - measured through NPS, qualitative feedback and member renewals

Impact on Key Building Metrics (Churn, Revenue, Sales)

Requirements:

Education level

You'll need to hold literacy and numeracy qualifications at GSCE Grade C/ level 5 or equivalent. A business or service / hospitality qualification at BTEC Level 3 / A Level or Apprenticeship Level 3 is desirable but not essential.

We'll be looking for candidates able to demonstrate an ability t