Operations Manager

Role overview

An opportunity has arisen for an Operations Manager to join Eat Work Art. The role

is suited to a hands-on, positive leader bringing energy, passion & an exceptional

eye for detail to everything they do. The focus will be on delivering exceptional

service and genuine hospitality in design-led and functional spaces. You will

motivate a team of Community Managers to ensure a warm and memorable

experience for all visitors and existing and potential residents while keeping service

quality high and operations running smoothly, ensuring our locations stand out

against competitors.

Who we are

Eat Work Art is a rapidly expanding independent business that revitalises unique

buildings into thriving workspace hubs and destinations for leaders across the

creative industries. Our workspaces are nestled amongst food and beverage, retail

and wellness offerings from independent businesses. Our best known ventures

include Netil House, Netil Market, and Hackney Downs Studios.

At Eat Work Art we aim to shape and operate our workspace locations to enable a

wide variety of inspiring businesses to optimise their working environment, with

flexible spaces and exceptional onsite facilities in vibrant locations across London

and Devon. Our workspaces are nestled amongst food and beverage, retail and

wellness offerings from independent businesses. Our dynamic, collaborative

approach and refreshing culture makes Eat Work Art an exciting place to work.

Key Responsibilities

Presentation & Customer Service:

● Leading on the presentation of the buildings, ensuring an excellent first

impression for all residents and visitors

● Solidifying the standards of all communal areas across sites, proposing

improvements and budgets to ensure consistency

● Training of all internal and external persons on approved standards,

implementing a system for sign off and spot checking

● Auditing the functionality of all locations, assessing touch points from

wayfinding to breakout spaces

● Full immersion in the Eat Work Art product to attain a thorough understanding

of Eat Work Art’s design approach and the look & feel of each building

● Supporting the commercial team by reviewing feedback from viewings and

leads, building this into overall strategy

● Assisting with the implementation of a 5 star customer service framework,

ensuring consistency in resident and guest communications across all

departments

● Leading on the implementation of customer analysis and mystery shopping

projects, making informed decisions based on results

Building Operations:

● Inspecting studios between leases; assessing the condition pre and post

move out, documenting and storing inventory & condition reports, ensuring

residents have the best possible move in and out experience

● Maintaining the CRM with known studio features and limitations to ensure

sales team are meeting resident expectations

● Supporting the maintenance with achieving 100% compliance across sites &

maintaining the e-filing system for compliance

● Performing stock take on a monthly basis to hit business KPI on stock

accuracy

● Gathering quotes and coordinating one off and regular deep cleaning services

● Improvement of our online ticketing system & building management tools to

ensure quick response times and communications

● Assisting with costing, procurement and stock control for improvement

projects

Line Management:

● Management of a team of a team of Community Managers & Assistants,

mentoring and training to ensure their day-to-day work prioritises achieving

and maintaining the highest standards of customer experience

● Overseeing the Front of House team across sites, ensuring we recruit, retain

and develop the best candidates

Essential Requirements

● At least 2 years experience in a similar role, ideally in a high end creative

environment

● Line management of a diverse team

● Good working knowledge of Google Suite, CRM & project management

software

● Exceptional eye to detail

● Capable of prioritising tasks

● Flexible, self-motivated and results orientated

● IOSH Health & Safety training certification advantageous but not essential

Benefits

● Generous Health & Wellness Package

● Company Events

● Cycle to Work Scheme

● Perkbox Membership

● Flexible Working

● Discounts with EWA Access

● BUPA 24/7 Counselling support

● Aviva Pension

● 23 days holiday, plus bank holidays and 1 additional day per year (up to 3

years)

Salary: £35,000 - £42,000

Reports to: Operations Manager

Work Schedule: Full-time or flexible hours available

Department: Operations

Location: Multiple sites across London, with a primary base at Netil House, E8 3RL

Note: This role is being advertised as both Operations Manager and Experience

Manager in order to reach suitable candidates. The title will be Resident Experience

Manager, reporting to our Operations Manager.

Deadline:

• 27/10/24