Community Lead

Role

Full‑time Community Lead based in London; reports to the Building Lead.

Description

We are looking for someone genuinely motivated by making a difference in people’s working life and who understands how to influence the experience in a hospitality environment. A hospitality background is preferred but not essential; attitude and willingness to grow are key.

Key Responsibilities

• Deliver a 5* Service – support the Building Lead by taking ownership of day‑to‑day building operations, continually improving service delivery within agreed budgets.
• Vendor Management – create and nurture relationships with third‑party cleaning, facilities and security operatives.
• Subject Matter Expert – possess excellent knowledge of Techspace policies and mission to guide members and answer bespoke queries.
• Consistent Auditing – carry out daily building audits, proactively resolve recurring issues and maintain clear inventory of back‑of‑house stock.
• Support & Service Recovery – manage building help‑desk requests, resolve within SLAs or raise escalations, troubleshoot technology and operational issues, and follow up on negative experiences.
• Safety & Security – understand Emergency Action Plans, ensure safety of team and members, and respond calmly to emergencies.
• Event Support – facilitate community events, evaluate attendee feedback, and report findings to the event team.
• Community Builder – create meaningful connections between members and the wider Techspace community.
• Support front desk coverage as needed, ensuring consistent staffing.
• Growth Consultants – schedule and lead monthly conversations with decision makers within assigned accounts to maximise membership value and reduce churn.
• Sale Collaboration & Renewals – inform the Sales team of outcomes related to move‑outs, extensions and transfers.
• Business Owner Attitude – actively seek revenue opportunities, understand inventory and demand, identify up‑selling or cross‑selling options, and influence tour conversion rates.
• Lead move‑ins and move‑outs – ensure bespoke onboarding/off‑boarding procedures, conduct pre‑move‑in meetings with new accounts.
• Understanding of Billing Cycle – oversee invoicing processes, invoice modification and outstanding payments for accounts.
• Team Resource – act as a learning resource for the team and take on extra responsibilities during Building Manager absence.
• Stakeholder Management – build lasting relationships with internal stakeholders to create the best experience in the building.

Qualifications

• Keen & Eager – self‑motivator who pushes themselves and others, ready to take on any task.
• Friendly – natural people person who makes others feel comfortable.
• Caring – empathetic, considers the impact of words and actions, and strives to make people feel looked after.
• Strong Listener – actively listens to members, digs deeper, and turns feedback into solutions.

EEO Statement

Techspace is an equal opportunity employer and we value diversity. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, marital status or disability status.

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