Customer & Community Operations Manager

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At Bruntwood, we're committed to offering more than just outstanding office, coworking, retail and lab spaces. Everything we do is tied into our vision of building vibrant communities, whilst providing businesses with the support and expertise they need to grow. We're commercial property specialists operating across the UK.

Bruntwood own, develop, manage and maintain properties across England. Our focus is on 'Creating Thriving Cities' which is evident across our website, so have a look to gain more of a perspective on what we do, and how we operate.

The Customer & Community Operations Manager looks after Melbourn Science Park located in South Cambridgeshire. You will be working alongside a Senior Area Operations Manager and managing our Facilities Team Leader, overseeing a team of Hosts and Facilities Team Members. So leadership skills and previous Customer Operations Management/Property Management experience will be important for this role.

What we're looking for in a nutshell:

We're keen to see applications from candidates who are relentlessly customer-focused, driven to deliver exceptional service and skilled at both hands-on tasks and strategic planning to enhance building standards. The ideal candidate will be detail-oriented, knowledgeable about compliant building operations, and adept at identifying and resolving risks.

This role is ideal for someone who thrives on fostering relationships with customers and engaging with the local community, especially in and around Melbourn Science Park. While technical experience in building operations is valued, we're prioritising soft skills, such as adaptability, relationship-building, and the ability to drive customer engagement within the ecosystem. This position suits someone who enjoys a balance of strategic and hands-on work and is eager to take ownership while navigating a dynamic environment.

*You can find more information about the day to day of the role and what we're looking for by downloading the full job description on the bottom of our website.

Job purpose:

As a Customer & Community Operations Manager you are a flexible and innovative thinker who will create an environment that fosters a sense of community, purpose and connection for customers and their surroundings. You'll be focussed on the customer and our buildings, ensuring we deliver a frictionless and personalised service through our customer facing team.

What you do:

• You will be fully accountable for our customers experience across a number of buildings
• You will develop meaningful relationships with our customers, so that we can offer personalised solutions for their needs and deliver exceptional customer experience.
• Take a high-level of personal accountability for the customer journey, ensuring that we make things simple and reduce hassle so our customers can focus on what really matters - allowing them to grow and flourish.
• Ensure our buildings are fully compliant with all aspects of environmental, health & safety requirements and that our teams and customers operate in a safe environment
• Liaise with our central functions and being a key contact and conduit between these functions and Melbourn Science Park
• You will lead a small team of Facilities Team Members and Hosts
• Coach, develop and mentor your team so that they fully embrace their role in creating a vibrant, purposeful customer experience and connected community.
• Delivering the operational community strategy and plan, ensuring key milestones are identified, achieved and delivered enabling us to join up our service by creating events, opportunities and unmissable experiences for our customers.

We really believe that if you're brilliant to work with, you deserve brilliant things in return:

• 28 days holiday plus you get your Birthday off work - and if that's not enough you can also buy & sell holidays too
• 24 hours a year volunteer time - there are endless opportunities for you to get involved in supporting the causes that matter most to you
• Sabbatical of up to 12 months so you can take a career break after five years with us
• Healthcare cash plan for all colleagues, so you can claim back medical expenses like optical, dentist & physiotherapy. We also offer private healthcare cover on an opt in basis too
• Life assurance cover for all colleagues
• Up to 8% matched pension scheme
• Discounts & cashback at leading retailers
• Enhanced maternity - 26 weeks fully paid leave
• Interest free learning loans to help you develop new skills

In addition to what to expect within the role and your benefits, it's good to know that you'll be working for a business that gives back - The Oglesby Charitable Trust has donated more than £25m since it started out in 2001. Supporting charities across Arts and Culture, Education, Environment, Medical Research and Social & Health Inequality.

Our ambition is to make Bruntwood a truly diverse and inclusive place to work, reflective of the communities we live and work in. To help us to achieve this we encourage applications from ethnic minorities, disabled people, and those who are neurodiverse. Join us and you'll be part of our journey to creating something even better, for our customers and ourselves.