Community Co-ordinator

Start Date: 1st April 2025

About Tooting Works

Tooting Works is a business centre which is a registered social enterprise. As well as offering affordable office spaces, Tooting Works incorporates Tooting Community Hub, which provides adaptable, affordable and connected space at the heart of Tooting.

Tooting Community Hub (TCH) services currently include co-working spaces, meeting rooms, a kitchen space, dining space, an event space and a virtual tenancy service. All the services are offered at affordable rates, and the spaces can be rented by the hour or the day. The TCH team also delivers several community events annually for tenants of Tooting Works business centre, as well as events open to local communities or in liaison with local partners and our onsite charity Business Launchpad.

100% of Tooting Works’ profits fund the charitable work of Business Launchpad (BLP). BLP offers business guidance and support to in-need marginalised young entrepreneurs across London, aged 16 to 30, through workshops, programmes and 1:1 business coaching.

Key Responsibilities

The core responsibilities for this role centre around customer service, operations and event delivery for Tooting Community Hub under the guidance of the Community Manager. The postholder will also provide reception desk services when the Community Receptionist is on leave, and provide some general administrative support for the CEO. See below for further details.

Support Management of TCH Spaces

Key tasks include:

1. Open TCH spaces daily, following standard opening procedures.
2. Proactively monitor spaces daily for presentability and any maintenance issues.
3. Ensure TCH spaces are stocked with daily items.
4. Follow up on customer feedback regarding the spaces and relevant services to resolve issues and make improvements.
5. Maintain knowledge and understanding of spaces to support users.

Enquiry Management, Booking Operations and Service Support

Key tasks include:

1. To generate space booking conversions:

Respond to enquiries via email, phone and in-person (average 5 per day).

Conduct tours of spaces for prospective customers.

Manage enquiries for virtual tenancies (VTs).

1. Make bookings via the online booking system as necessary on behalf of customers.
2. Answer virtual tenancy enquiries, provide service support to help exceed the virtual tenant target.
3. Liaise with Finance Lead to amend and cancel bookings when needed.
4. Deliver inductions across TCH for first-time users of spaces following standard process.
5. Conduct onboarding for new co-workers and virtual tenants.
6. Notify maintenance team of booking set-ups, takedowns and room refreshes via maintenance system and liaise with operations team to ensure completion to deadline.
7. Communicate cleaning schedule to cleaning supplier.
8. Liaise with reception to issue parking permits for bookings as necessary.
9. Provide excellent customer service at each touchpoint throughout the customer’s journey, to retain customers and grow bookings.
10. Post-booking check-in with customers (email or phone aftercare): record feedback, encourage customers to complete a Google review and consider a repeat booking.
11. Manage offboarding for co-workers and virtual tenants, including an exit interview and documenting why they chose to leave.
12. Recordkeeping, including ensuring completed contracts, house rules and induction forms are well-organised.
13. Always provide excellent, friendly customer service, reflecting TW values, including highlighting to new customers and visitors how we serve as a community asset in Wandsworth.

Events

Support the Community Manager on delivery of events, including:

1. Order supplies
2. Help publicise events e.g. putting up posters, informing business centre tenants.
3. Manage arrival of visitors and registration.
4. Help ensure event runs smoothly, and collect feedback and reviews.
5. Assist with post-event breakdown.

Support TCH Marketing and Reporting

Liaise with marketing team to help build our mailing list and promote the service.

1. Help complete TCH research projects e.g. research competitors, compile customer data, support focus interviews.
2. Pull data on booking numbers and customer type; in Excel complete data tables.
3. Compile data and analytical comments as needed for monthly and other reports in Excel.

Other Role Responsibilities

1. Provide general administrative support for the CEO, up to an average of 5 hours per week.
2. Cover for Tooting Works Community Receptionist when on leave, occasionally at short notice.
3. Maintain knowledge of reception services, with training and guidance.
4. Other projects and initiatives as needed.

Role Requirements

1. Highly organised, with great attention to detail.
2. Strong customer service and influencing skills.
3. Good written and oral communication skills.
4. Administrative experience, comfortable with MS Office, data and online systems.
5. Problem-solving – able to use critical thinking and creativity to provide solutions.
6. Proactive.
7. Reliable with excellent timekeeping.
8. Some flexibility with hours is helpful for events and so on.

Education & Qualifications:

1. A Bachelor’s degree in a relevant field such as Community Development, Social Work, or Communications is preferred.
2. Alternatively, a college diploma in a related field combined with relevant experience may be considered.
3. Professional certifications in community engagement, volunteer management, or public relations are a plus.

The duties and responsibilities described are not a comprehensive list and therefore the scope of the job may change as necessitated by business demands. The candidate must be eligible to work in the UK.

Please email your CV to with a covering letter stating why you are interested in this role.

Pre-employment Checks

Any employment with Business Launchpad will be subject to the following checks prior to your start date:

1. Satisfactory Disclosure and Barring Service (DBS) check
2. Receipt of two satisfactory references
3. Proof of eligibility to work in the UK.

Please be aware that this advert will remain open until the vacancy has been filled. Interviews will take place throughout this period; therefore, we encourage you to apply early to avoid disappointment.

We are an equal opportunity employer. We do not discriminate based on race, colour, religion, sex, national origin, age, disability, or any other legally protected status in our employment decisions and policies. We are committed to creating a diverse and inclusive workplace where all employees are valued and have the opportunity to succeed. All qualified applicants will receive consideration for employment without regard to their individual background or circumstances.

Seniority level

Entry level

Employment type

Full-time

Job function

Other

Industries

Civic and Social Organizations

#J-18808-Ljbffr