Community Lead

Permanent | Starting: Early November | Salary: £34,500

Purpose of the Role

As a Community Lead, you will oversee the day-to-day running of your building, ensuring a seamless, five-star experience for all members. You’ll take ownership of operations, vendor management, and member experience, while supporting growth and fostering community connections. With a proactive and solutions-focused mindset, you’ll help continually improve service delivery and create an environment where members can thrive.

Key Responsibilities

Service & Operations

• Deliver Outstanding Service: Take ownership of daily building operations, ensuring consistency and excellence in member experience.
• Vendor Partnerships: Build and manage strong relationships with external cleaning, facilities, and security providers.
• Knowledgeable Point of Contact: Act as a reliable resource for members, providing accurate information and handling queries with good judgement.
• Auditing & Standards: Carry out daily building checks to maintain a five-star standard. Resolve recurring issues proactively, maintain storage areas, and track stock accurately.
• Issue Resolution: Take ownership of help desk requests, ensuring they’re resolved within agreed timelines or escalated as needed, always following up with members.

Member Experience & Community

• Service Recovery: Personally follow up with members who’ve had a negative experience to ensure satisfaction and confidence are restored.
• Safety & Security: Understand and implement Emergency Action Plans, responding calmly to incidents (fire, medical, or security).
• Event Support: Assist with delivering diverse and engaging community events, gather attendee feedback, and share insights for improvement.
• Community Builder: Actively create meaningful connections between members, encouraging collaboration and growth.
• Front Desk Support: Provide reception coverage when required, ensuring a consistent and welcoming presence.

Growth & Account Management

• Account Development: Hold monthly check-ins with key decision-makers to help them maximise the value of their membership. Anticipate future needs, gather feedback, and minimise churn.
• Sales Collaboration: Keep the Sales team informed of member updates such as renewals, extensions, or move-outs.
• Commercial Mindset: Adopt a business-owner approach by identifying ways to increase revenue, up sell or cross-sell products, and support building tours to improve conversion.
• Move-ins & Move-outs: Deliver a smooth on-boarding and off-boarding experience, ensuring each is tailored and professional.
• Billing Awareness: Maintain an overview of billing cycles, payments, and invoices, and communicate effectively with members regarding account matters.

Skills & Experience

• Experience in operations, hospitality, facilities, or community management.
• Strong relationship-building skills with members, vendors, and teams.
• Excellent organisation and attention to detail, with the ability to juggle priorities.
• Problem-solving skills and a proactive approach.
• Confident communicator with excellent interpersonal skills.
• Commercial awareness, with experience contributing to revenue growth.
• Understanding of health, safety, and security procedures.

Personal Attributes

• A natural community builder who enjoys connecting people.
• Calm, adaptable, and resilient under pressure.
• Service-driven and committed to delivering excellence.
• Collaborative, but confident in taking ownership and making decisions.
• Positive, energetic, and passionate about supporting member growth.

If this sounds like you please upload your CV