Client Services Representative in Cardiff

Based at Eastgate House in Cardiff, the purpose of this full-time role is to provide an efficient, effective and customer focused front of house for this high profile Office building.

The candidate will also provide practical support to assist the Projects and Commercial Directors with the day to day sales and operations of Eastgate House, which comprises business centre style accommodation and meeting room facilities that are provided in the building.

Overall, the role requires excellent communication skills, confidence, attention to detail, enthusiasm, adaptability, ability to multi-task, hospitality, organisational skills, a high level of motivation and presentation, punctuality and commitment to customer service.

• Accountabilities
• Build a good rapport with all visitors, potential and current tenants.
• Provide an outstanding visitor and occupier experience.
• Assisting the Operations Director and Commercial Director in the day to day operations of Eastgate House and bookable meeting rooms.
• Assisting the Landlord to ensure that the building and estate are being managed in accordance with good Estate Management.
• General - Front of House
• Meet and greet visitors and tenants of the building.
• Management of reception and breakout space, ensuring these areas are presented and maintained to a very high standard at all times.
• Ensure the reception is manned between the hours of 8.30am-5.00pm.
• Ensure all boardroom equipment is fully functional prior to bookings and liaise with AV specialist to ensure all faults are rectified.
• Assisting with the day to day management of the building.
• Customer Service
• Monitor the day to day running of the building complex to ensure high standards and report any concerns.
• Interface with clients and tenants on a regular basis to establish that the facilities provided meet with expectations and log and report any issues that may arise to help maintain a high level of customer service throughout.
• Liaise with our supplier VTSL in the event of any internet and telephony requirements and queries being raised directly by clients of Eastgate House.
• Liaise with contractors and suppliers delivering services to Eastgate House (mainly relating to cleaning, handyman and maintenance).
• Monitor the overall presentation of the building to help ensure service standards are met.
• Assist with the management of client and tenant 'move-in's' by working closely with the Commercial Director to ensure client expectations are exceeded at the time of occupation, and they are provided with the necessary Welcome Pack including Health and Safety procedures.
• Administration
• Ensure the running of a professional reception in line with policy and procedures.
• Ensure the meeting rooms are presentable, managed and maintained to a high standard and made available at the times meetings have been booked by resident tenants, clients and external clients.
• Capture and manage all meeting room bookings, catering items and any ad hoc services provided (“additional services”) for month end invoicing.
• Provide details of the additional services to CBC within 2-working days of the end of each calendar month for billing purposes.
• Refer requests for any orders for consumables requested by clients to CBC.
• Provide Financial Management Information to include monthly billing and revenue collection.
• Recommend and implement potential areas where additional revenue can be generated.
• Maintain contact and relationship with Brokers and Commercial Agents and provide feedback on introductions.
• Promote available space in the centre on pre-agreed commercial terms.
• Achieve target sales and renewals to and maintain centre occupancy levels.
• Manage licence agreement renewals (with assistance from the Commercial Director) to maintain centre occupancy levels and grow revenues.
• Provide weekly and monthly sales reports in line with the requirements of our client and the business.
• Maximise revenue from various products and services available within the Centre.
• Identify, recommend and implement local marketing initiatives if appropriate.
• Deal with enquiry handling, viewings, contract negotiations (with assistance from the Commercial Director) and completions.
• Maintain accurate records, updated details, and activities in our CRM system.
• Maintain creative and professional use of social media.
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