Description:
The responsibilities of the CM are listed below, however is not limited to:
• Be the first point of contact for all clients when there is a complaint/query or a question on
a daily basis, providing a friendly and solution based service
• Create an excellent first impression and a welcome feeling for any client or visitor,
irrespective of where in the building the CM “bumps” into this person
• Takes pride in the appearance of the centre and ensure all areas are of a high standard
(cleanliness/maintenance):
? Reception area
? Café / Canteen
? Business lounge
? Meeting rooms
? Canteen seating area
? Hot desk area
? Gym (where applicable)
? Toilets
? Parking area
? Garden (Where applicable)
• Is responsible for client retention in the centre by
? Meet with existing clients regarding possible expansions
? Up sell existing clients that don’t have certain products e.g :
o Parking
o Beverage fee
o Making use of centre printer
o Stationery orders through the centre team (with a 15%
handling fee added)
o IT Support
• Host regular formal/informal meetings with clients to determine their experience with
centre to date and comments good or bad – come up with solutions where needed.
• Exceed clients needs, handle complaints promptly and professionally. Ensure all
communication is recorded and emailed to the client so that there is a paper trail.
• Become the point of contact for when clients need information and assistance, must have
an in-depth understanding of all key services, products and amenities offered to clients and
the ability to deliver in an exceptional and timely manner.
• Ensure that all client complaints/queries are handled until they are 100% resolved. Ensure
entry of these issues onto weekly documents.
• Always has true intention to go above and beyond the expectations of a client, must have
an internal passion for customer service.
• Ensure Director is always informed of all queries, complaints or compliments etc must be by
email.
• Responsible for the preparation of offices before new clients move in:
? Setting up IT and Telephones
? Setting up the office according to the clients specification
? Ensure furniture is presentable and that there is nothing missing
? Ensure the “Snag list” is completed before client moves in
? Ensure welcome packs are ready for clients arrival
? Ensure access tags, remote controls is all in order for client on arrival
? On arrival give clients the procedure to purchase WIFI vouchers
? Issue WIFI codes where needed
? Issue phone codes where needed
? Make sure the centre staff are aware of a new client move in especially
canteen. Introduce the client to your team
• Registering IT Logs with IT (Copy Director ...