Client Services Co ordinator for a Coworking Space in Cambridge

Mantle Space Limited is a forward-thinking flexible office operator based in Stansted, with operations across Eastern and South-Eastern England. Our focus is on providing exceptional customer care and creating a healthier workspace for our clients. With beautifully designed interiors, 24/7 access, and enhanced cleaning protocols, we prioritise both body and mind.

The Bradfield Centre is a premier tech hub located on Cambridge Science Park. Our aim is to attract ambitious like-minded entrepreneurs from both Cambridge and around the world; co-locate them in scalable, state-of-the-art facilities; immerse them in a vibrant, collaborative, and inclusive culture; whilst connecting them to investors and other support organisations to help them grow.

We are looking for a Client Services Co-ordinator to join our dynamic team. The hours are 8am until 5pm Monday to Friday, with overtime at an hourly rate 1 - 2 evenings a week. An interest in Science and Tech is essential.

The purpose of the role is to provide a positive first impression of the Centre and handle initial sales enquiries, carry out viewings where required and actively seek out opportunities for revenue generation. The Client Services Co-ordinator will be asked to cover for the General Manager during periods of holiday or sickness and should have the ability to act-up in the line manager's absence.

Duties and Responsibilities

• Customer Service and Client Satisfaction: To ensure that clients and visitors are welcomed and received in a friendly and responsive manner and that they receive a positive first impression of the Centre. To act as an ambassador for the Company and its services and make recommendations for improvements and potential revenue opportunities. To handle complaints with courtesy and refer more serious issues to the General Manager. To ensure timely feedback to customers as appropriate. To assist colleagues in the delivery of outstanding client care and service standards as measured by client surveys. To undertake other tasks relevant to the day-to-day running of the centre, as and when requested by the General Manager.
• Sales and Marketing: To enter all new leads into Kube, make first contact with the lead (by phone and/or email), and make the General Manager aware of the requirement, including booking viewings. To manage the complete sign-up process for all new Virtual Office clients, including handling the initial enquiry, drawing up the relevant paperwork and invoices, and setting up the clients' number on the phone system software. To carry out any viewings in the General Manager's absence, and make sure that all relevant contact and viewing information is entered into Kube. You will work with external event organisers to make event bookings, ensure they have everything they need to deliver successful events, and promote those events across our marketing channels. To complete the month-end batching and charge sheets prior to the General Manager doing the monthly bill run. To assist the General Manager in developing and maintaining a strong and enthusiastic team dedicated to achieving the Company's objectives. To support the General Manager in achieving income generation per square foot targets and desk rates. To positively promote the company to prospective new tenants to achieve occupancy level targets.
• Operations and Administration: To ensure that all calls are answered and announced efficiently and courteously in line with company policy and procedures (or assist receptionist with, where relevant). To ensure that incoming and outgoing post, parcels and faxes are sorted/franked, and that clients are alerted accordingly (or assist receptionist with, where relevant). To ensure that CRM software (e.g. Highrise) is always kept up to date, including an awareness of any changes within centre clients' company structure, employees, working hours. To ensure that all services provided are appropriately logged and charged in Kube. To report any maintenance issues to the General Manager. To monitor stationery/catering stock levels, and re-order as appropriate (General Manager to sign off all purchase orders). To set up/amend/delete access cards/fobs as required (or assist receptionist with, where relevant). To ensure all keys are kept safe, doors are locked and alarm systems set when necessary. To complete move-in/move-out checklists as and when requested by the General Manager.
• Meeting Rooms: To manage (or assist receptionist with, where relevant) booking, administering and invoicing meeting rooms using Kube. To ensure that housekeeping is of the highest standard. Specifically, that the reception and meeting room areas are well maintained, kept neat, tidy and well presented. To ensure that meeting rooms are always set up in accordance with company standards. Ensure that branded items such as pens and notepads are kept in stock and request a re-order when necessary. To ensure that all centre staff are aware of meeting room bookings (and any special facility or staff requirements) for the coming week.
• Health and Safety: To be aware of individual responsibility in relation to Health and Safety of self and others in the workplace and to adhere to the company's Health and Safety policy and procedures.
• General: To always maintain a professional relationship with colleagues and clients and ensure confidentiality and security of the clients and company business information. To carry out such duties as may be reasonably requested from time to time in addition to the main duties associated with the position. To be aware of and comply with all relevant policies and procedures. To uphold safe and efficient workplace policies and practices. To undertake supervision and training. To commit to working within a framework that encourages equality of opportunity and diversity. To be supportive of the company goals. To be aware that you may be required to travel to other locations to attend meetings and to provide such duties as may be reasonably requested from time to time in addition to the main duties associated with the position. Punctuality: be at your post and be ready to answer calls at your start time. If meetings have been booked, you may need to be present earlier or later than your usual working hours. Always be smart and professional in appearance. Community plays a significant part in the success of The Bradfield Centre. You will be responsible for creating and delivering fun and engaging social activities to bring our members together.

If you think this is the job for you and you're ready to join the team, get in touch we'd love to meet you.