Community Associate - Huckletree : Job Details

ABOUT HUCKLETREE

We were founded in 2014 with a vision to build workspaces that help the world’s most innovative companies thrive - from rapidly expanding scale-ups to established global businesses. Since opening our first workspace in Clerkenwell, London Huckletree has scaled into a provider with a footprint close to 300,000 square feet across 10+ locations; with over 4,000 members calling our spaces home.

But we are so much more than just a workspace; we are an ecosystem. Joining Huckletree means joining a network of people who can help you and your business to thrive. Here, networking is more than a chance encounter at the coffee machine, we can help to connect you to our network of member businesses, entrepreneurs, venture partners and ambassadors.

WHERE YOU COME IN!

Our Community teams are a critical part of our hubs, and why ours member value their experience so much. From day-to-day customer service, to arranging events and connections, you're role is to connect everything together and provide an amazing experience for our members! Key areas of responsibility:

• Be a welcoming face to our existing members as well as potential new members coming into your space for a tour. You will also greet and welcome our member guests and suppliers/ external contracts whilst maintaining a friendly 5-star level of service
• Participate in our onboarding process from allocating membership cards and locker keys to inviting new members to our next community breakfast
• Managing all inbound post
• Ensure all members receive a top level seamless experience from making sure meeting rooms are correctly booked and ensuring all kitchen points are well stocked (and making steller lunch recommendations!)
• Take inbound phone calls and direct them to the relevant team member, covering event bookings, partnership queries, membership queries and more
• Conduct monthly building audits and daily building walk-arounds and review your customer satisfaction levels with each ticket
• Be the point of contact for all external service providers and suppliers
• Be responsible for ensuring that all supplies are ordered and replenished, and that we are never out of stock, nor have a significant backlog
• Always spend wisely and remain in-budget for all supplies
• Ensure all print communications are up to date and on brand
• Ensure that all in-house tech is running smoothly at all times for members and internal guests
• Ensure a high level of customer satisfaction - our service level will be your primary KPI
• Support the membership manager to develop community connections, including member introductions
• Learn more about and engage with our members and consistently seek feedback along the way
• Supporting with the day-to-day operational needs of the space, dealing with immediate building issues such as leaks or defects
• Support with managing the cleaning team day-to-day, monitoring the quality of cleaning and maintaining a high standard
• Support the Membership Manager with delivery of community events including weekly breakfast wellness classes and drinks. Bring forward your own ideas for creative programming to engage our teams

WHAT WE'RE LOOKING FOR:

• You have hands-on experience of face-to-face customer facing roles, whether that from co-working/living, retail, hospitality or events
• You are passionate, positive, hard-working and energetic
• You will be a multitasker, willing to undertake challenges and see them as opportunities to learn and develop. A quick and adaptable mindset will be key to tackling this role!
• You are a 'fixer’ and are unphased by turning your hand to anything
• You have a strong customer-service mentality and you have the ability to generate respect and trust from all members and staff
• You have are fast-thinking and reactive
• You are process-driven and with a detailed focus