Client Manager

SUMMARY:
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POSITION INFO:

JOB PURPOSE:
Manage the operation of the co-office workplace to ensure all members are taken care of.
This includes office, retail and meeting rooms/workspace.

DUTIES AND RESPONSIBILITIES OF THE POST / POST / PRINCIPAL AREAS OF ACCOUNTABILITY
1. Membership
1.1. Facilitate membership agreements.
1.2. Monitor agreements to ensure that members abide by the rules and not exceed agreed
occupancy levels.
1.3. Manage onboarding and offboarding procedures with incoming and outgoing members.
1.4. Manage relationships with members and deal with questions and complaints.
1.5. Monitor the usage of office equipment such as printers, telephones, and access control.
1.6. Ensure that members accounts are paid within agreed time limits.
1.7. Process overdue accounts either to payment, or in extreme cases manage eviction.
1.8. Variable Expenses invoicing:
1.9. Resources (Boardroom, meeting room etc)
1.10. Printings, calls, signage & parking
1.11. Payment Management
1.12. Age analysis
1.13. Payment chase
1.14. Check auto invoices
1.15. House rules document
1.16. MEMBER MANAGEMENT
1.16.1 Requests
1.16.2 Complaints
1.16.3 New Member / user on boarding:
1.16.4 create checklist procedure i.e access to building, vox etc
1.16.5 Update individual & Team profiles 
1.16.6 Finding new potential member/community members:
1.16.7 Walk arounds with enthusiasm
1.16.8 Waiting list:
1.16.9 Constantly maintained & communicated
1.17 MARKETING ENGAGEMENT:
1.17.1 New Marketing strategies
1.17.2 Post 3 posts to social media each week (minimal)
1.17.3 Member posts & photos
1.18 Communicating management:
1.19 Events
1.20 Health and Safety compliance
1.21 First aid compliance
1.22 Shoppe involvement

2 Management of the building and other assets
2.1 Identify maintenance issues and book a maintenance worker to conduct
repairs.
2.2 Generate a maintenance list weekly on Fridays for the following week.
2.3 Report all network and printer issues to IT.
2.4 Ensure that each member has sufficient office furniture as per their agreement.
2.5 Ensure that there is sufficient hardware (data points, etc.) to fulfil each membership contract.

3 Management of staff
3.1 Create and monitor cleaners work schedule.
3.2 Plan, schedule and monitor the work of staff shared with Halls Retail.

4 Health and Safety
4.1 Identify health and safety risks.
4.2 Ensure that risk mitigation plans are carried out.
4.3 Staff are allocated and use correct PPE.
4.4 Ensure that fire extinguishers are visible and serviced.
4.5 Ensure that staff and members are trained in the use of fire extinguishers.
4.6 Implement a safety programme.

5 Events
5.1 Set up and organise after work markets.
5.2 Set up networking events for members.
5.3 Run “creative Saturdays” for artisans.
5.4 Organise space and facilities for meetings and training workshops.

Job Specifications:
Qualifications
Matric with some tertiary business studies.
Experience
Working with booking systems, sales and customer service – at least 3 years’ experience.
Real Estate experience will be an advantage.
Occupational Skills
- Planning and scheduling.
- Time management.
- Building maintenance.
- Managing upkeep and housekeeping.
- Project management.
IT Skills
o Outlook Intermediate
o Word Basic
o Excel Intermediate
o Xero Intermediate
Behavioural Skills
- Communication: verbal & written.
- Problem solving and decision making.
- Managing conflict.
- Managing complaints.
- Customer service.
- Assertiveness.
- Negotiation.
- Listening skills.
- Emotional intelligence.
Personal attributes:
- Outgoing.
- Mature: tends to deal adult to adult.
- Creative.
- Well organised.
- Calm under pressure.
- Decisive.
- Good finisher