Flexi Front of House Manager in Buckhurst Hill

The Flexi Front of House Manager at N Family Club will be responsible for driving exceptional customer service standards within the site by consistently ‘Going Beyond’ for our parents. You will be a creative and highly organised individual with impeccable people skills, always looking to go the extra mile for our customers. Day-to-day, you will be supporting the management team in the smooth running of the nursery, ensuring optimum efficiency.

You will be responsible for managing the nursery’s kitchen and cleaning teams, as well as all of the nursery's budgeting, rotas and procurement. You will be a dynamic individual with a passion for operations, who isn’t fazed by a fast-paced and ever-changing environment! You will be solution-focused and a real team player. This will allow you to make your mark and help N realise our vision of being the highest quality and most loved, early years education group in the UK.

To be successful in this role, you will:

• Go Beyond, Be Outstandingly Outstanding and Play as a Team.

Key responsibilities and tasks:

• Be the face of the nursery and N Family Club, welcoming our parents and children each day and being their first point of contact over email and telephone;
• Own the ‘Go Beyond’ experience within the nursery - including ensuring our Parent Breakfast Bar is well-stocked and well-presented every morning and creating a warm and inviting atmosphere;
• Be responsible for managing parent communications; ensuring all emails are responded to within the allocated SLAs, responding to parent surveys, actioning sessional change requests, and ensuring personal tours happen on time.
• Organising and overseeing new children’s settling in sessions.
• Line management of the Nursery Operations team (kitchen and cleaning), working collaboratively to ensure cleaning and kitchen standards meet that of N and industry regulations.
• Liaison with the Facilities and Maintenance team to ensure that the building is kept in impeccable condition, and any repairs are carried out quickly and safely.
• Own the operational management of the nursery, operating all of our ‘behind the scenes’ systems, processes and procedures, including budgeting, pipedrive (occupancy), invoicing, procurement and the creation of team rotas in line with capacity.
• Responsibility for commercial performance, including the ongoing monitoring of occupancy to reach our 95% target, management of the waiting list and sending of relevant updates, processing of notices and reselling of notices, management of plan changes and management of the inbox and responsibility for parent emails / updates.
• Assisting the people team with compliance actions such as in-person Right to Work verifications.
• Assisting our marketing team with the creation of our regular nursery newsletter.
• Assisting our Events Coordinator with our curated programme of Family Club events, aiding with the planning, procuring, staffing and driving of attendance.
• Ensure that daily, weekly, monthly and termly HandS-related tasks and checks happen promptly and thoroughly with any concerns followed up on; continually ensuring all policies, procedures and practices are embedded and reflective of an open culture of behavioural safety.
• Work a flexible work pattern within the nursery opening hours (6.30am-7.30pm) with the flexibility to attend out of hours meetings and events as required;
• Be a role model for exceptionally high standards, never cutting corners, thriving on feedback and leading on operational excellence!
• Responsible for always adhering to the company's H&S policy: “Statement of Intent”.
• Provide cover in Family Rooms for any team absences, lunch cover and appointments, be able to provide good care and model good practice for all ages meeting the Welfare requirements.

Experience:

• Experience either in a customer facing role or an operational role.
• Proven track record of prioritising and multi-tasking under pressure.
• Experienced, and competent, user of ICT systems (including Mac computers) and willingness to develop skills. Must be competent in Google suite, specifically navigating Google Sheets due the role updating spreadsheets on a daily basis.
• Experience of budget management and procurement.
• A solution-focused decision maker, with a positive, can-do attitude and the ability to achieve N Family Club’s wildly important goals.

Qualifications:

• Higher education qualification or relevant professional experience.

Personal attributes:

• Passion and positivity (you always see the glass half full).
• Able to communicate and influence clearly using a variety of techniques (oral and in writing).
• A rigorous, structured and organised approach to everything you do.
• A love for parent partnerships (you really want to make people happy).
• Able to reflect on oneself, respond positively and improve.
• Happy to work an early/ late shift pattern and the occasional weekend/ evening.
• High energy brought to every task you take on, and a solutions-driven approach to problems.
• Able to manage workload and time effectively to deliver desired results.

Our organisation acknowledges the duty of care to safeguard, protect and promote the welfare of children and is committed to ensuring safeguarding practice reflects statutory responsibilities, government guidance and complies with best practice.

The N Advantage package:

• Competitive pay – £16.29ph - £21.93ph (including 12.07% holiday entitlement), based on experience and dedication.
• Flexible hours that suit your lifestyle – Choose when you work.
• Daily Perks – Complimentary lunch and drinks every day.
• Referral Bonuses – Earn up to £1,000 for every friend you refer who joins N Family Club.
• Socials & wellbeing – Annual parties like our Festive Winter Party and Summer BBQ, team events, and our Wellbeing Week.
• Flexibility to join permanently – If you choose to join us permanently, you may receive a welcome bonus of up to £1,000!

Why N Buckhurst Hill?

Our 110-place N Buckhurst Hill nursery is a bright, spacious setting nestled in the heart of this leafy North East London suburb. Situated in the heart of Buckhurst Hill, our nursery is nestled on Victoria Road – a handy 2-minute walk from Buckhurst Hill underground station and a stone’s throw from the bustling Queen’s Road.

Why N Family Club?

At N Family Club, we’re reimagining early years education – and we want you to be a part of it. We’re a certified Great Place to Work and one of the UK’s most innovative early years groups. With top salaries, unmatched benefits, and real career progression, we put our people first.