Our client is seeking a dedicated and personable Facilities & Operations Assistant Manager/Senior Administrator that will be the key in enhancing the operational performance, customer experience and the ultimate financial performance based in Hoddesdon. The Assistant Manager will report to the Deputy Manager and will be supported by a Customer Experience Assistant. The Assistant Manager should expect to work directly and closely with the Deputy Manager and other members of the centre team including the overall Dual-Site Manager & Innovation Director.

This is a full-time permanent role offering £28,000-£30,000 depending on experience. Working hours are 8.30am - 5pm, Monday - Friday although flexibility will be required to meet the needs of the business.

Role Objectives:

Profile and Reputation: Support the Deputy Manager in creating a successful business by selling and marketing the product offer whilst enhancing its reputation for excellence

Operational Excellence: Deliver a market leading service to the community in building, support and collaborative connections and the training and development of staff

Customer Service Excellence: Deliver exceptional customer service levels supporting the Manager with overall management control and accountability for the commercial performance of the centre

Deputy Responsibility: Oversee the full operation and management of the building and team, the Manager will be based on site on average 2 days per week

Duties & Responsibilities:

Sales and Marketing

To support the Deputy Manager in promoting the site and facilities

To assist in generating revenue from various products available on offer

Maintain an awareness of the range of services, projects and expertise and promote

Strong contribution to developing a team community within the site

Maintain an awareness and interest in the customers' business performance and problems and signposting to help

Assist in preparation for events/ meetings

Assist in ensuring that the business is fully exposed to the market to maximize revenue opportunities

Assist in preparing marketing material and initiatives suitable for the centre

Operational

Assist with setting, monitoring and developing the standards of presentation, including cleanliness, health and safety and security.

With support from 'Operations' ensure compliance with statutory and mandatory obligations under the Health and Safety at Work Act

Maintain and deliver the Planned Preventative Maintenance (PPM) schedule in a timely manner

Assist in Procurement and management of Contractors, Suppliers and Consumables

Primary responsibility for implementing the agreed standard operating procedures and monitoring criteria with the centre team

Maintain Asset register & Contract Database

Manage all maintenance of the building and oversee the works through to completion

Manage assets, stock and inventory and replenish consumables where required

Assist in setting up, reporting and maintaining in-house IT systems

Where applicable, ensure that all information is dealt with in accordance with GDPR and Money Laundering Regulations

Maintain records and documentation to comply with our Quality Management System ISO9001:2015 & ISO14001

Contributing to developing a culture of quality service and customer care in all areas by encouraging open and honest feedback from the staff and customers, assisting with regular customer surveys and regular staff coaching

Strong contribution to promoting and building the company's reputation for exceptional standards of customer care

In the absence of the Deputy Manager, ensure that an appropriate competent employee is always on duty and able to deal with emergency procedures

Attend training courses and meetings as and when requested to do so, being responsible for own development

Undertaking any additional tasks as proposed by the Manager

Financial

Support the Manager & Deputy Manager with Financial Management Information to include invoicing and debt management

Assist in budget planning and monitoring of expenditure and cost

Assist in financial reporting and demonstrate an understanding of Profit and Loss

Raise purchase orders

Reconcile invoices and ensure compliance for audit

Team Development

Assist with team management including staff and temporary cover

Assist with recruiting and coaching the management team in the required standards of performance and service levels to ensure that the centre delivers a high level of customer service to customers of the centre.

Experience:

Experience in the operational running of an asset of the size, character and quality of the site

Clearly identifiable management skills in a customer-facing environment

Evidence of facilities management or operational management experience

Personal Competences:

Attention to detail/completer finisher

Excellent administrative and organisational skills

Good communication skills, tactful and persuasive

Highly self-motivated and proactive with a desire to contribute to the company more widely

Client and customer services focused

Ability to work under pressure and multitask

Motivate, lead and delegate tasks to team.

Team player and team leader

IT literate

Benefits:

25 days holiday + 8 bank holidays

Volunteering days to support your community

Wellbeing days to support your work/life balance

Flexible benefits package comprising:

o Matched pension contributions up to 5%

o Ability to increase or decrease the amount of annual leave

o Ability to increase or decrease the amount of life assurance cover

o Private medical and dental insurance

o Electric vehicle leasing

o Health screening

o Bicycle purchase

o Charitable Giving

A flexible, inclusive culture that values your voice