Workspace Services Manager

Reporting to the Senior Workspace Services Manager, your role is liaison between our client and cross-functional departments. You will be responsible for discerning the level of prioritization and enrolling the correct party to solve an issue. The Workspace Associate will be the first point of contact when a problem arises, ensuring the member feels heard and the job is executed in a timely manner.

What You’ll Do:

• First point of contact for the Workspace Services clients across 5 buildings, taking ownership of building operations, and working collaboratively to resolve issues efficiently.
• Support in driving Services revenue through new and existing business.
• Foster strong relationships with both internal and external stakeholders to ensure the highest standards of hospitality and service delivery.
• Reach out to other departments for support where necessary, whilst maintaining full ownership of your allocated buildings.
• Create and maintain a good relationship with Building Managers to understand what is going on in each of your buildings.
• Co-ordinate and chair weekly face-to-face customer meetings and provide feedback to the Senior Workspace Manager.
• Provide remote and in-person customer service, anticipating customer needs, resolving issues, and suggesting alternatives to ensure satisfaction.
• Manage and respond to internal and external correspondence in a timely and professional manner.
• Utilise the Freshdesk system to handle client queries, providing responses within an hour and escalating urgent maintenance issues to the Facilities Manager via the E-log system.
• Proactively address member needs and special requests, offering alternatives and solutions with a hospitable and can-do attitude.
• Effectively handle difficult situations and complaints, resolving issues with calmness and professionalism.
• Provide remote customer service, including anticipating customer needs, suggesting alternatives and problem solving, satisfying those needs with minimal supervision.
• Customer Advocacy through identifying product strengths and weaknesses based on daily customer interactions, and effectively communicating them to your line manager.
• Liaise with cross-functional departments to address operational issues, while retaining full ownership of problem resolution within your buildings.
• Lead or support customer experience or hospitality-related projects in your buildings.
• Ensure all Workspace files and drives are up to date with the correct information.
• Drive revenue.
• Split your time 80% on site with customers and 20% in the office.

Who You Are:

• Customer service-oriented with a demonstrated desire to exceed expectations and the ability to serve multiple customers and deliver an excellent experience.
• Impeccable written and verbal communication skills and high attention to detail.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Resilient, super adaptable, and able to work autonomously.
• Based in the London Office with regular travel to client buildings in London.
• Proficiency with Excel, Google Docs and other technology solutions for streamlining business processes.
• Excellent communication skills and strong follow-through.
• Strong goal orientation and demonstrated problem-solving skills.

About Knotel:

Knotel is one of the world’s leading flexible workspace platforms that matches, tailors and manages space for customers. Knotel caters to established and growing companies, giving them the freedom to focus on their business, culture, and people. Founded in 2016, Knotel provides businesses the flexibility and speed to scale on their own terms. All Knotel spaces are tailored to the needs of each individual company by an in-house team of architects, interior designers, and workplace strategists.