Job Title:Community Co-ordinatorReporting to: Community ManagerLocation:Tooting BroadwayDuration:Part-time, 12 Months Fixed Term Contract, 20 hours per week across 4-5 days (days to be agreed)Salary: 13,866.67 per year (26,000 FTE)Start Date:TBCClosing Date:28th February 2025About Tooting WorksTooting 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 deliver 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 Support Management of TCH Spaces Key tasks include:Open TCH spaces daily, following standard opening procedures.Proactively monitor spaces daily for presentability and any maintenance issues.Ensure TCH spaces are stocked with daily items.Follow up on customer feedback regarding the spaces and relevant services to resolve issues and make improvements.Maintain own knowledge and understanding of spaces to support users.Enquiry Management, Booking Operations and Service SupportKey tasks include: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).Make bookings via the online booking system as necessary on behalf of customers.Answer virtual tenancy enquiries and provide service support to help TCH exceed the virtual tenant target.Liaise with Finance Lead to amend and cancel bookings when needed.Deliver inductions across TCH for first-time users of spaces following standard process.Conduct onboarding for new co-workers and virtual tenants.Notify maintenance team of booking set-ups, takedowns and room refreshes via maintenance system and liaise with operations team to ensure completion to deadline.Communicate cleaning schedule to cleaning supplier.Liaise with reception to issue parking permits for bookings as necessary.Provide excellent customer service at each touchpoint throughout the customers journey, to retain customers and growing bookings.Post-booking check-in with customers (email or phone aftercare): record feedback, encourage customers to complete a Google review and consider a repeat booking.Manage offboarding for co-workers and virtual tenants including an exit interview and documenting why they chose to leave.Recordkeeping, including ensuring completed contracts, house rules and induction forms are well-organised.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.EventsSupport the Community Manager on delivery of events, including:Order suppliesHelp publicise events e.g. putting up posters, informing business centre tenants.Manage arrival of visitors and registration.Help ensure event runs smoothly, and collect feedback and reviewsAssist with post-event breakdown.Other tasks as needed.Support TCH Marketing and ReportingLiaise with the marketing team to promote the service.Help complete TCH research projects e.g. research competitors, compile customer data, support focus interviews.Pull data from booking system on booking numbers and customer type, in Excel complete data tables.Compile other data and analytical comments as needed for reports.Other tasks as needed.OtherCover for Community Manager, and as needed Tooting Works Receptionist, when on leave.Assist the Tooting Works Operations Team with administrative tasks as possible.Help other team members organise team socials and similar events as possible.Other projects and initiatives as applicable.Role Requirements Highly organised, with strong attention to detail.Strong customer service and influencing skills.Good written and oral communication skills.Administrative experience, and good comfort level with MS Office, data and online systems.Problem-solving able to use critical thinking and creativity to provide solutions.Proactive.Reliable with excellent timekeeping.Some flexibility with hours is helpful for events and so on.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 jobs@businesslaunchpad.org.uk with a covering letter stating why you are interested in this role. Pre-employment ChecksAny employment with Business Launchpad will be subject to the following checks prior to your start date:Satisfactory Disclosure and Barring Service (DBS) checkReceipt of two satisfactory referencesProof of eligibility to work in the UK.Please email your CV to jobs@businesslaunchpad.org.uk with a cover letter stating why you are interested in this role.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.Equal Opportunities Statement 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.
Job Title
Community Co-ordinator