Community Experience Lead

Projects The Lanes seeking a Community Experience Lead to drive member engagement and satisfaction

What we’re about

Projects is an award-winning business committed to a collaborative, holistic and sustainable offering of coworking and serviced office products to Brighton’s freelance and small business community. In addition to providing coworking memberships, dedicated desks, serviced offices and meeting and event spaces, Projects is devoted to supporting its member community’s growth through a wide range of events, resources, and a highly curated network of valuable business connections.

Your role

The Community Experience Lead will be an essential role, assisting in the delivery of operational and customer service excellence at a time that our member base is set to quadruple with the opening of our latest workspace – Projects The Lanes.

A versatile role where no two days are the same, you will be the face of Projects, always upholding our brand values and commitment to service-led whilst looking after: front of house, meeting room bookings, ad hoc member needs and regular community engagement initiatives.

There is a lot of room to develop your career in this stage of our growth, therefore your success and opportunities for development will be dependent upon the following key goals:

• Delighting our members and ensuring a friendly, professional and inclusive environment is kept at all times

• Support in all administrative community management experience activities, from on-boarding and off-boarding to sales activities where relevant

• Working with the Location Manager to drive continuous business improvements, managing projects and providing key operational support on a consistent basis

Primary responsibilities

Being part of a small, agile team means all roles and responsibilities naturally adapt each day and as Projects continues to grow, so will the responsibilities of the Community Experience Leads.

Core responsibilities include:

·  Member experience - Nurturing relationship and collaboration between members. Delivering excellent customer service to prospective and current members. Ensuring a warm, inclusive and welcoming environment. Support in communicating and delivering member events

·  Operations – Manage and create bookings using our CRM. Responding to, and escalating member queries and maintenance issues. Upholding the high standards of the building, ensuring that the space is a safe and inviting environment at all times, cleaning where required. Responsible for ensuring meeting rooms are running smoothly and equipment is set up correctly. Acts as a day-to-day contact and customer service expert for our members, ensuring needs are met and exceeded where possible in troubleshooting day-to-day activities e.g. post and printing. Assist members with concierge related activities e.g. organising team days, booking flights etc. and ensuring all key activities for the day are actioned and communicated with Location Manager

·  Membership maintenance - Ensure accurate administrative processes for membership onboarding, offboarding and ad-hoc requests throughout the day. Ensure member profiles are kept up to date and membership enquiries are correctly processed

About you

· Experience in a customer service industry desired, such as hospitality, retail or facilities management

· Organised, motivated and personable

· Excellent communication and customer care skills

·  A self-starter with a proactive approach to problem solving