Operations Manager

About the Role

We are seeking a proactive, organised and people-focused Operations Manager to oversee the day-to-day running of a dynamic, customer-focused workspace. This is an exciting opportunity for an experienced team leader or operations professional to take ownership of site operations, lead a front-of-house team and deliver an exceptional experience for members, guests and clients.

Working closely with the Head of Operations, you will be responsible for maintaining high standards across service delivery, facilities, team performance and operational processes. You will play a key role in creating a welcoming, professional and well-managed environment, ensuring the site operates efficiently while continually identifying opportunities to improve the overall member experience.

This is a hands-on role suited to someone who thrives in a fast-paced environment, enjoys building strong relationships and takes pride in delivering outstanding service.

Key Responsibilities

Team Leadership & Development

• Lead, motivate and develop the host team, setting clear expectations and maintaining consistently high standards.
• Manage team rotas, holiday requests and sickness cover to ensure appropriate staffing levels.
• Provide ongoing coaching, feedback and support, helping team members develop their skills and confidence.
• Support recruitment, onboarding and training of new team members.

Site & Operational Management

• Oversee the daily running of the site, ensuring all areas are operating smoothly, efficiently and professionally.
• Maintain excellent standards of cleanliness, presentation and functionality across the workspace, meeting rooms, gym and communal areas.
• Monitor facilities and equipment, coordinating maintenance requests and liaising with contractors, suppliers and internal teams.
• Manage stock levels, supplies, ordering and supplier relationships where required.
• Ensure operational procedures, opening and closing routines, and daily checklists are completed consistently.
• Identify and implement improvements to processes, systems and service delivery.

Member Experience & Relationship Management

• Build strong relationships with members, guests, clients and prospective members, maintaining a visible and approachable presence.
• Oversee the onboarding of new members, ensuring they have the access, information and support needed to settle in.
• Handle member queries, complaints and operational issues professionally, taking ownership and resolving matters efficiently.
• Proactively identify opportunities to improve member satisfaction, engagement and retention.
• Keep members informed of site updates, facilities, services and upcoming events.
• Coordinate and deliver engaging member events that strengthen the community and enhance the overall experience.

Administration & Continuous Improvement

• Maintain accurate operational records and ensure administrative processes are completed effectively.
• Use digital platforms, booking systems and Microsoft Office to support the smooth running of the site.
• Monitor operational performance, identify areas for improvement and work collaboratively with senior management to implement solutions.

About You

To be successful in this role, you will be an organised, solutions-focused professional with a strong customer service mindset and the confidence to lead a team.

You will ideally have:

• Previous experience in a supervisory, team leader or management role, preferably within hospitality, serviced offices, coworking, facilities or another customer-focused environment.
• Proven experience leading, motivating and developing a team.
• Excellent organisational and time-management skills, with the ability to manage competing priorities.
• Strong communication and interpersonal skills, with the confidence to engage with a wide range of stakeholders.
• A genuine passion for delivering an exceptional customer or member experience.
• Strong problem-solving skills and the ability to take ownership and make effective decisions.
• Experience with facilities coordination, supplier management, stock control, operational administration or site management.
• Good working knowledge of Microsoft Office, particularly Excel, alongside confidence using digital systems and booking platforms.
• A proactive, hands-on approach, with the flexibility to adapt to changing operational demands.