Member Experience Executive

HB Reavis UK Ltd
Member Experience Executive, London, HubHub is a dynamic and thriving co-working community designed to empower professionals and entrepreneurs by providing them with a collaborative and innovative workspace. We are committed to fostering a vibrant and supportive environment where our members can thrive. About this Role As a Member Experience Executive at HubHub, you will play a pivotal role in ensuring that our members have an exceptional experience during their time with us. You will proactively engage with members, address their inquiries and requests, and cultivate relationships to understand their unique needs. Your dedication to professionalism and responsiveness will help create a welcoming and productive atmosphere for our community. Key Responsibilities: Proactive Member Engagement: Be the friendly face and voice of HubHub, welcoming members and promptly addressing their inquiries and requests, whether in person, over the phone, or via email. Maintain a high level of professionalism and responsiveness at all times. Relationship Cultivation: Build strong relationships with both internal and external customers, gaining insights into their unique needs, preferences, and expectations. Use this knowledge to enhance the member experience. Support for Events and Community Managers: Collaborate closely with the Events Manager and Community Manager to facilitate the smooth execution of events and community-building activities. This includes ordering catering and supplies, coordinating event logistics, and setting up community events to enhance the member experience. Move-In and Move-Out Assistance: Facilitate and assist with members’ move-ins and move-outs, ensuring a seamless transition for them. Customer Support: Handle customer support tickets efficiently and effectively, providing solutions to inquiries and issues. Escalate matters when necessary to ensure timely resolution and member satisfaction. Provide basic IT support to members, including assistance with Wi-Fi connectivity, printer setup, and troubleshooting minor technical issues. AV Setup and Room Configuration: Oversee audiovisual (AV) setups and room configurations, ensuring that meeting and event spaces are equipped and arranged to meet customer requirements. Troubleshoot any technical issues that may arise. Workspace Maintenance: Conduct regular floor checks to maintain a clean, organized, and readyto-use workspace. Ensure that common areas are well-maintained, creating a positive environment for our members. Events Execution: Take a lead role in executing of external client s events, collaborating closely with the Events Manager. Ensure that events run smoothly and meet member expectations. Access Cards: Manage the programming and distribution of access cards to members, ensuring the security and access control of the co-working space. Day to day tasks: Manage reservations and bookings for meeting rooms and workspaces. Maintain accurate records of member information. Handle mail and package deliveries for members. Coordinate with cleaning and maintenance staff to uphold high standards. Maintenance and Health & Safety Compliance: Ensure that planned maintenance schedules are met to maintain the co-working space’s operational efficiency. Collaborate with maintenance teams and contractors to address any issues promptly. Monitor and enforce health and safety compliance, helping to create a secure and comfortable workspace for all members. Your skills and experience Prior experience in a customer service or hospitality industry is preferrable. Excellent communication and interpersonal skills. Strong organisational and problem-solving abilities. Customer-focused with a passion for providing exceptional service. Ability to work independently and as part of a team. Proficiency in using office software and AV equipment. Familiarity with maintenance and health and safety protocol is a plus. We offer 25 days annual leave plus bank holidays Pension scheme, life assurance and group income protection £1,500 flexible benefits pot including options like gym membership, private medical insurance Enhanced maternity / paternity package Season ticket loan options, cycle to work and nursery scheme, Discounts Club etc. Annual training budget – Monthly team breakfast and lunch Volunteering days Relaxed dress code If you are passionate about creating an exceptional member experience and thrive in a dynamic, collaborative environment, we invite you to apply for the Member Experience Executive position at HubHub. Join us in shaping the future of work and community-building within our co-working space