Member Experience Assistant (Part-Time)

The Mills Fabrica, a global platform for sustainable and social innovation has announced its opening plans for a new physical hub in the UK this Summer. Founded as the innovation arm of Hong Kong-based property regeneration project The Mills, the expansion to London marks the next step in building a global community of innovators and entrepreneurs who are taking action to drive a more sustainable future.

Based in the heart of London’s vibrant King’s Cross tech district, The Mills Fabrica will launch its UK outpost in early June with the opening of Cottam House – a three-storey Victorian warehouse encompassing 11,383 sq. ft. situated in the Regent Quarter. The Mills Fabrica’s London base will comprise a start-up incubator, an investment platform, high-spec labs, strategic collaborations to solve high profile industry problems, a membership-driven co-working space, alongside a curated programme of cultural and industry events, and an experiential retail space and café both open to the general public.

Reporting into: Membership Sales Manager

Desired Start Date: 1 June 2021

We require a Member Experience Assistant to be the primary point of initial contact for all members, guests and staff.  All visitors are to be welcomed with open arms and be provided with top-notch service from the moment they enter The Mills Fabrica London.

GENERAL

• To represent The Mills Fabrica London in a proficient, professional and personal manner at all times.
• To assist all members, guests and staff with any reasonable requests.
• To report any faults or health and safety concerns to the relevant person or department.
• To comply with The Mills Fabrica London’s standards.
• To work to The Mills Fabrica London’s core values.

WORKING TOWARDS OUR CORE VALUES

• Collaboration: Co-solving problems and thriving together.
• Innovation: Imagine what is possible, take action and drive progress.
• Sustainability: Work towards a better and more sustainable future, reducing our impact and improving livelihoods

   

TASKS & DUTIES

• Being the first point of contact at the Reception desk while always maintaining a professional and helpful attitude.
• Signing in members, guests and staff.
• Answering the telephone in a timely manner while using the correct greeting and solving any queries.
• Booking meeting rooms for our clients if required.
• Receiving daily parcel deliveries and ensuring the client is made aware.
• Responding to the reception inbox making sure all emails are replied to in a timely manner.
• Using our CRM system and ensuring that data is correct and up-to-date.
• Weekly stock checks and ordering of required stationary to maintain supplies for the front of house.
• Proactively assisting with any events our clients require support on.
• Informing Security and Facilities of any faults and accidents.
• Making sure the front of house is always tidy and presentable.
• To support emergency evacuation procedures.
• To remain constantly aware of security and report or act upon any suspicious event or person.
• To regularly liaise with the building Security and onsite building Manager to ensure we are aware of any issues/risks that may affect the office.
• Answer incoming emails and inquires via various digital portals members and guests have access to.
• Support members, guests and staff with printing/scanning documents.
• Responsible for knowing any updates regarding hours of operation, reservation restrictions and matters that will result in change of workflow by communicating with all departments daily
• Handle all accounting related inquiries such as billing, changes in method of payment and account amendments.
• Comfortable discussing all amenities, Labs, private venues, co-working memberships, rates and availability as well as suggesting room preferences that increase revenue stream and elevate guest experience
• Team player with general phone etiquette and participate in Daily Shift briefings.

Hours: Monday to Friday (4pm till close)

Some flexibility to work longer hours to help with activations will be required.

EXPERIENCE

2 years’ previous customer facing experience preferably within reception, hospitality or client service first environments. 

SKILLS AND KNOWLEDGE

• Strong communication skills (both written and verbal).
• Be experienced with computers and software packages such as MS Outlook, Word, Excel and PowerPoint.
• The ability to interact confidently with all.
• To be able to work individually or within a team.
• Customer focused and the ability to build relationships with our members, guests and staff.

EDUCATION OR CERTIFICATION

• A Level (or equivalent).
• Desired hospitality-based qualification, or official training.