Assistant Manager - Central London

Work.Life is a flex workspace provider for businesses who care about people.

We believe that happy teams deliver measurable benefits for businesses. That’s why everything we do, from workspace design to delivering a best-in-class personal service, is designed to create happy working environments. We have shared workspaces across London, Reading and Manchester; 7,000+ members; and an amazing team of 60 who share our ambition to redefine the workspace experience for the better.

But the fun’s not over yet, and to keep our members’ happiness and engagement at the forefront of what we do, it’s important we find our own team’s best work-selves.

We do that by offering a supportive working environment, plenty of training and development opportunities, a competitive salary, monthly wellness package, Team Joy, quarterly socials, and more, so you can work happier.

We're currently hiring for an Assistant Manager for our Holborn space.

It's possible there may be some flexibility on location within central London (Zone 1-2) during the hiring process if any of our existing team are eager to develop in a different space.

Your Role

As our Assistant Manager, we rely on you to support running a Work.Life location as if it was your own business, delivering against space KPI targets whilst ensuring members are happy and the space delivers excellent operational standards.

You’ll be a passionate, pro-active person who can balance the connected parts of running a successful Work.Life space: operating the space efficiently, building & maintaining an incredible community of members, and leading the way on retaining them.

You’ll also grow your sales & revenue experience whilst in the role – supporting your Membership Manager to manage tours in the space and learning to negotiate successful tours to closure.

Your Day to Day Responsibilities

Sales & Revenue

-       Support driving income in your space to achieve your budgets. Along with your Membership Manager, you’ll own membership enquiries that come your way, and undertake pro-active sales initiatives to increase interest.

-       Lead on existing member ‘Check Ins’ – gathering feedback to both improve our members’ experience and to secure their retention for the future

-       Maintain 100% occupancy by delivering on (and exceeding!) the expectations of your members and encouraging successful contract renewals.

-       Seek out & maximise additional revenue opportunities such as meeting rooms, event hire, printing, office extras, IT, weekend space hire, food & beverage extras & more.

-       Manage contracts and invoicing effectively.

-       Support in ongoing membership administration.

Space Operations

-       Onboard new members effectively, getting them off to a great start.

-       Support management of space overheads to achieve your budgets

-       Ensure the building runs smoothly and our facilities and amenities are kept to a great standard

-       Work directly with Membership Managers and the support team on any issues to ensure the highest level of member experience and satisfaction.

Create a collaborative community

-       Proactively manage feedback through our NPs channel to successful resolution

-       Build meaningful connections for our members through events, personal introductions, and networking.

-       Check in regularly with members to understand their pain points, what’s working, and how we can continue to improve.

-       Develop Work.Life’s presence within the wider local community; we want you to be an ambassador for what we do and what we believe in!

-       Oversee events from weekly, space-wide events to unique events that you design and put on for your community.

-       You’ll effectively be a leader and positive influence for our Membership Assistants, guiding them to thrive in their roles.

How you’ll measure success

Your role is key to supporting our Membership Managers to deliver results in the space. Success is measured across the following KPIs, which contribute directly to your team achieving our overall company performance goals.

Role KPIs

1) NPS - driving member satisfaction at every stage of their time with us

2) Space Audit - ensuring excellent operational standards in your space

3) Resident Member Retention Rate - maintaining great relationships to encourage member renewals at end of contract

Role Competencies

Accountability - You’ll take full accountability for the KPIs & Rocks (objectives) you’re responsible for, focusing on great follow-up of all actions you own

Impact - You consciously role model what great looks like in your space, ensuring that your presence makes an impact on results every day

Communication - You’re a great communicator, able to both listen well to members needs and translate these to action; and to communicate effectively both verbally and in writing

Problem-solving - You’re solution-focused when problems arise - turning issues into actions & updating on progress towards resolution

Our Values

We’re positive - You lift the mood in the room – celebrating success often & tackling problems & opportunities with positivity

We’re personal - You’re driven to get to know people and make them feel heard, tailoring your style and ideas to give a personal approach

We’re inclusive - You actively seek out ideas & opinions different to your own and incorporate them into your plans for the space

We don’t stop at good - You’re always seeking opportunities to improve and sharing ideas to make Work.Life an even better place to work

We’re team 1st - You’ll support other teams & spaces, taking an interest in their work & giving feedback generously day-to-day to help others improve

Ready to join the Work.Life way? We’re excited to hear from you.

At Work.Life, we’re committed to providing an inclusive environment for our team and our members, as we believe that diversity breeds a more innovative, creative, and caring culture.

We’re an equal opportunity employer. Everyone who applies to Work.Life will be considered for employment without attention to race, age, ethnicity, religion, sexual orientation, gender, family or parental status, or disability status.

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