Area Operations Manager - West

Location London, Greater London, England
Job type Permanent
Salary From £45,000 + bonus
Reference TOG-AOM_1626859582

The role of the Area Operations Manager is to provide leadership and direction to the Building Manager's (BM) within the Area to drive exceptional membership experience and satisfaction. Support each BM in delivering excellent and consistent standards within their site for all operational activities and accountabilities. To work in partnership with the Portfolio Manager to maximise revenue through proactive and sales to support the Head of Operations in delivering the regional operations strategy and key deliverables.

What you can expect as our Area Operations Manager - West

  • Provide comprehensive line management of the BM's, ensuring objectives and accountabilities are delivered, including people performance, probation and annual reviews, development and absence management

  • Support the BM's in their personal development and maximising talent across all levels in the teams

  • Implement and deliver exceptional membership experience ensuring the building teams provide excellent levels of customer service for our members at all times and in conjunction with the business manifesto

  • Deliver consistent and optimal day to day standards ensuring all BM's comply with the Building Standards checklist and any other business or legislative guidelines and initiatives

  • Working in conjunction with the maintenance & facilities team to ensure building regulations and requirements are adhered to, including the timely management and rectifying of building issues, problems and reported incidents

  • Support the Head of Operations in implementing the regional objectives and accountabilities across all the buildings, creating a 'one business, one voice, best practice' approach

  • Ensure the building team's are kept up to date and informed of all relevant business information, via the appropriate and available channels of communication

  • Ensure Health & Safety and member files are compliant and records and documents are kept up to date and in line with the required business policy and legislation

  • Manage the member service reviews, ensuring BM's are consistently implementing action plans resulting from the meetings and following up on any outstanding issues to reach timely conclusions. Responsible for handling escalated member issues and liaising with the Head of Operations for guidance where necessary

  • Create measurable action plans from member survey feedback and drive their effective implementation per building

  • Oversee the management of member billing and debt management procedure and manage the administration of business rates and rate relief forms. Working in partnership with finance to resolve any issues in relation to the budget, P&L and debt

  • Build a close commercial relationship with Portfolio Manager to support occupancy and rate increase by delivering excellent customer service, commercial results and supporting with renewals as and when needed. Have regular meetings with the Portfolio Manager to formalise strategy by building/floor/office, including reporting on member terminations

  • Attend monthly business review meetings with Head of Operations providing reports on commercial and people KPI's across the area

  • Manage staffing and resourcing, including conducting interviews and organising cover required across the area in line with the area budget, supporting other business areas where necessary.


We'd love to hear from you if you've got

  • Line management experience

  • Financial processes including cost management, Business Rates, Debt Management

  • Recruitment and Selection experience

  • MS Office, in particular Word and Excel

  • Commercial building management

  • Health and Safety Regulations knowledge to building standards level

  • Minimum of 5 GCSE's at A-C/8-4 grade or equivalent

  • Business Studies GCSE/Diploma desirable

  • Extensive member facing and customer service expertise

  • Previous exposure to HR process adherence and people management

  • Multi site working

  • Resourceful, articulate person

  • Ability to multitask and drive high levels of performance

  • Resilient

  • Proactive and a team player

  • Self-motivated

  • Professional and confidential

Guidant Global is acting as an Employment Agency on behalf of The Office Group in relation to this vacancy.