In my role, I excel in building and maintaining broker relationships, which are crucial for driving business growth. I proactively conduct office viewings to secure new business, demonstrating our offerings' value to potential clients. My responsibilities include signing new clients, renewing existing contracts, and ensuring customer satisfaction by managing onsite customer service and maintenance teams.Reporting directly to the Board of Directors, I leverage my industry experience to implement change, enhance product offerings, and drive profitability. I lead and drive onsite teams across all buildings, acting as a liaison between departments to ensure seamless business operations. Additionally, I oversee the management of all contractors and suppliers to maintain high service standards.Health and safety are paramount, and I implement comprehensive management systems to ensure compliance and safety across all sites. My project management skills focus on driving key initiatives aimed at enhancing the customer experience and improving sales performance by elevating standards. Through strategic leadership and a customer-centric approach, I contribute significantly to the organisations success.

As a Community Manager, I held full responsibility for 2 floors of serviced offices within the Gherkin, as well as 5 additional buildings in and around Liverpool Street. I fostered professional relationships with landlords and management agents to ensure smooth running of each centre. Whilst working here, I oversaw 5 Building Managers whilst maintaining overall accountability for the individual and collective performance of each centre, i.e. service delivery standards, personal targets, centre revenue, client retention, debt management, wellness meeting updates, etc. Within this role, I successfully reduced overdue debt by £250,000 (for the Gherkin site) and £3m (for Liverpool Street cluster) through conducting regular debt reviews with individual Managers, engaging with clients and enforcing the process set out by IWG. I was able to coordinate a £600k refurbishment within the Gherkin; optimised delivery by balancing contractor and client requirement: the works took place during 90% occupancy levels, thus required considerable negotiation and planning was required. I optimised the coworking service offering, simultaneously increasing available inventory by 50% (40 to 60 desks) and price per desk, resulting in 80% occupancy levels and additional turnover. Here, I spearheaded a diverse range of service improvements that resulted in increased to the NPS in the area from -36 to +48. I also implemented a 48hr turnaround on available inventory to ensure that all offices were sale-ready, across the region, in line with company standard.

Here, I initially managed 27 buildings in outer London, including Heathrow, Stansted, Hammersmith, Richmond, Bromley, Chelmsford & Watford; received rapid promotion and was parachuted to restore service standards across 19 locations in London City East, including Tower 42 and New Broad Street. I maintained profitable relationships, repairing service issues, and setting out strategic plans to retain business, e.g. relationship with Babylon, a £3m turnover per annum account, which resulted in a significant extension to their lease. Throughout this role, I acted as a key point of escalation with accountability for the management multiple office moves and disaster recovery initiatives. Within this position, I provided leadership, motivation and strategic direction to the team of Community Managers and played a key role in resolving service issues in with major clients, such as HSBC, in other regional locations. I improved service quality and minimise errors through performance evaluations, effectively identifying and targeting areas in need of changes – set up champions to look after given. I also played a key role in the chain of approvals for budgets, ensuring that all organisational objectives were met and achieved.

Whilst working here, I thrived within an artisan café; managing the shop floor, training new staff, building relationships with regulars and ensuring the best customer service is provided to everyone coming into the café. I ensured that all processes were correctly implemented and followed by all of the team, amending as necessary to ensure the utmost of efficiency in day to day service. I was challenged with monitoring standards both in the actual products and in delivery of service to ensure expectations are consistently exceeded. Within this position, I dealt with a range of suppliers, monitoring and controlling stock, and handling invoicing and payments to these suppliers. I held full responsibility for negotiating the best costs and terms with individual suppliers to ensure both profitability and cash flow for the business. I also spearheaded the facilities elements, including maintenance and championed rapid growth in order to increase profit margins.

Throughout this role, I managed own sales performance in various Centres between Kensington and Chiswick, was also responsible for managing the General Managers and Centre Teams in the Hammersmith and Chiswick centres. I successfully negotiated and executed deals that were commercial and profitable to the business, whilst ensuring all targets were met and company processes and standards were adhered to at all times. I liaised very closely with the Area Director on area business plans to increase the sales performance and client retention within the area whilst taking the time to increase revenue streams in other areas of the business. I achieved promotion to this role based on previous experience and demonstrating leadership, attention to detail and client care.

This role was key for me, I received key recognition for performance as a Centre Manager with a promotion to Area Sales Manager; built on operational experience and adapted quickly to the role, consistently delivering against all set targets. I maintained a comprehensive understanding of the product range and worked within a variety of different markets across London. During my time here, I was able to cultivate exceptional professional relationships with Commercial Agents, Brokers, and the Sales Support Team in Belfast.

Responsibilities: • This was the first time I was solely responsible for managing a team and this is something I enjoyed greatly. In addition to training my team to enhance their personal development I was responsible for centre standards, sales & customer satisfaction, Brentford was historically a centre that struggled with debt, so when I arrived so this was also a key focus and is something I am very proud to say we improved on greatly before moving into my next role.