Casual Customer Experience Officer - Narrabri

The Exchange Group is growing and are now hiring a Casual Customer Experience Officer in Narrabri, NSW, to fill an important role at the heart of our business.

Working alongside our Manager, our Customer Experience Officer will become the face of The Exchange Narrabri and will warmly welcome people through our doors, through our space and into our business community.

Are you a proactive, confident, engaging, enthusiastic and personable team member with a passion for people, for organisation, and delivering extraordinary customer service? Do your strengths lie in customer management and supporting a team with routine efficiency? Can you confidently manage competing priorities, systems and processes, and thrive on building relationships? Don’t miss this fantastic opportunity!

About The Role

• Casual position 20 hrs over 5 days.
• On the job professional development training opportunity.
• Immediate start.
• May 2024 Onboarding.

Role Purpose

• To welcome new and regular customers to The Exchange Narrabri, ensuring customers return and new customers sign up.
• To ensure that customers’ expectations are not only met, but exceeded.
• To assist the Narrabri Manager with enquiries and delegated administration tasks.
• To support monthly events with routine and efficiency.
• To ensure the building is clean, tidy, operational, and set up for the day.

Key Responsibilities

• Warmly welcome all people through the doors of The Exchange Narrabri, ensuring customers' needs are not only met but exceeded in every aspect, in order to drive return business and new sign-ups.
• Main in-house point of contact for all customers and users in the space, and main contact for permanent tenants and membership holders in the absence of the Manager.
• Manage incoming enquiries via central inbox and social media channels, passing on to Manager when required.
• Use of the online booking system to capture customer details, check customers in, make and manage bookings, manage customer invoicing.
• Use customer feedback and booking data to analyse and report on customer behaviour and usage each month, implementing new ideas to secure bookings.
• Daily operations support including open and close, setup and maintenance of meeting rooms and communal spaces, general housekeeping and daily tidying, grocery & stationery ordering, management of repairs and maintenance.
• Processing of payments within financial delegation (incoming and outgoing), including weekly follow up of outstanding invoices, accurate filing of receipts and invoices, processing and clearing monthly printing charges. Opportunity to learn Xero accounting system for the right person.
• Support and liaise with the Manager on the successful delivery and facilitation of programs and events at The Exchange Narrabri, including room set up/pack up, organising catering, assistance with promotion, on the day support etc.
• Use of social media and communications to support the achievement of your OKRs, liaising with the Narrabri and Group Managers for delivery of content.

Why you would be perfect

• You’re a highly confident self-starter who radiates positivity!
• You have the ability to focus on customer service and experience, in a proactive manner, and in a way that always puts our focus on “community-first” coworking.
• You’re a ‘love to get your hands dirty’ type, who doesn’t shy away from new tasks and gives everything a go.
• You have demonstrated experience in team administration and support, thriving on systems, processes and being highly organised, or, are quick and keen to learn.
• You have an appreciation for the commercial side of running a coworking space and an understanding of the financial drivers of the business.
• You thrive on building and maintaining customer relationships, taking a keen interest in their individual needs in order to better deliver on our services.

Salary Information

• Hourly rate $28-$32
• Based on experience
• Based on alignment to our role-based capability framework

It’s with excitement and enthusiasm that we put the call out to you for the opportunity to fill this brilliant role within our team in 2024!