Clockwise offer flexible workspace and meeting rooms that are as personal as they are professional, in key locations across the UK and mainland Europe.
Clockwise Southampton is located in Mountbatten House, one of the city’s most prestigious landmark offices, and includes an open-plan office space, decorated with reclaimed materials and calm neutral colours as a nod to the city’s relationship with water.
We are looking for a community coordinator to deliver an exceptional member and customer experience while supporting the day-to-day operations, commercial performance, and community engagement of the location.
Working with the community manager, you will act as the first point of contact for members and visitors, manage enquiries, meeting room bookings, events, lead member renewal coversations, and supports sales, retention, and occupancy targets.
As part of a highly collaborative two-person team, the role also oversees operational activities such as access control, contractor management, health and safety compliance, supplier relationships, facilities reporting, and administrative processes, while working closely with the community manager to build a thriving, well-run community and maintain high service standards throughout the location.
Objectives
- Ambassadorial, honest and collaborative tone and approach, applying the five Clockwise Values. Act as a trusted colleague within your location team, community and wider Clockwise group, support your Regional and Community Manager by underpinning their leadership.
- Assist in achieving all location and company objectives (as outlined in the balance score card) and delivery of Clockwise customer and member experience.
- Commitment to your development and that of others. Demonstrating ongoing learning and advancement and that of yourself, your colleagues and wider Clockwise communities.
- Act as a confident and capable deputy in the absence of your Community Manager, maintaining continuity of operations, member experience and location standards. Demonstrate the judgement and initiative to make considered decisions independently, knowing when to escalate and when to lead.
Responsibilities
Trading & Business Performance
- Deal with any enquiries incoming regarding Clockwise space.
- Take ownership of meeting room and club lounge enquiries, with a focus on growing these ancillary revenue streams.
- Sales related projects including competitor research, LinkedIn searches and data entry/cleanse as required by your CM.
- Support sales and retention and suggest ideas which you think can contribute to new member acquisition and existing member retention.
- Lead meeting room sales target achievement as well as managing bookings, set up and on the day operations.
- Lead renewal conversations with designated member companies, building trusted relationships to support retention and contribute directly to occupancy targets. Know and understand the Clockwise product offering and support with delivery of tours and response to enquiries.
- Develop a working understanding of the key financial levers driving location performance — including occupancy rates, pipeline and retention — and apply that knowledge to inform your day-to-day priorities and conversations.
People, Community & Culture
- Act as the first point of contact for members, handling enquiries and conversations with confidence and care, and escalating to the Community Manager where necessary.
- Deliver the Clockwise customer journey to all visitors, tenants and members, taking full ownership of any reported issues and escalating to the Community Manager and/or Building Manager where required.
- Take an active role in NPS score achievement at your location, with a particular focus on converting neutral responses into positive ones through consistent, high-quality member interactions.
- Participate in the creation of content suggestions for social media, Clockwise web and other channels to the marketing team as directed by your location Community Manager/marketing team.
- Take ownership of member event programming — from ideation through to operational delivery — in line with the four pillars and event SOPs.
- Compile handover notes and communicate daily events and activities to your colleagues.
- Manage post and deliveries to the building ensuring that the established processes are followed at all times.
- Manage incoming calls, directing to the appropriate person and ensuring a great impression is created and an efficient service delivered.
- Ensure that interactions with your members in person and via virtual communications are meeting and exceeding expectations.
- Provide peer group and buddy support in your own and other Clockwise locations
- Participate in your regular meeting and contact routines with your Community Manager with a proactive focus – suggest areas of training and development which you would like to receive.
- Ensure you are working in a way which aligns to the Company Handbook.
Safety, Compliance & Operations
- Ensure all health and safety measures and regulations are adhered to in line with risk assessments reporting and recording any issues which arise and escalating used to your Community Manager immediately.
- Ensure all interactions with building suppliers/third parties are undertaken in a professional and collaborative manner, maximising the value both commercial and service to Clockwise. Reporting any issues to your location Community Manager
- Manage access control requests for new and departing tenants, colleagues, and members in line with your buildings standards.
- Sign in contractors to the building in line with the agreed standards.
- Report any maintenance issues to the Building Manager/Community Manager as appropriate.
- Support the building management and F&B teams on site where reasonable and ensure you play your part in creating a positive, joined up experience for everyone who works in your building.
- Support the smooth running of day-to-day operational and compliance routines at your location — including opening and closing checklists — flagging any facilities or compliance concerns to your Community Manager promptly.
- Contribute to 6-monthly H&S audits, supporting your Community Manager in ensuring the location meets all required standards.
- Provide input into reporting across key BSC metrics — including meeting room revenue, occupancy and member retention — ensuring data is accurate and up to date.
- Manage day-to-day relationships with designated suppliers, ensuring service standards are maintained and escalating any concerns to your Community Manager.
Ideal experience:
- Customer service, event coordination,
- Hospitality or flex space experience is advantageous
Bonus:
- Post-probation, you will be eligible for a discretionary, quarterly performance-based bonus
Job Types: Full-time, Permanent
Pay: £27,976.00 per year
Benefits:
- Company pension
- Cycle to work scheme
- Enhanced maternity leave
- Enhanced paternity leave
- Health & wellbeing programme
- Private medical insurance
- Sick pay
Ability to commute/relocate:
- Southampton SO15 2DA: reliably commute or plan to relocate before starting work (required)
Work Location: In person
