Do you instinctively like to bring people together?

Impact Hub London is looking for a Community Manager who can make the 500+ members in each workspace feel like one big family. This is a great opportunity if you’re passionate about building communities and bringing about social and environmental change.

We have been operating in King’s Cross for 15 years, and early in 2024 will be opening a new space in the Euston area. We are therefore seeking a Community Manager for each space. You will be the face of the space – harnessing the skills and resources of not only your own team but the wider Impact Hub team, such as the Facilities Manager, Events Manager, Sales Manager and others to ensure that the members who work in your location experience seamless service and a sense of belonging from their first encounter with Impact Hub London.

You will manage a team of Community Coordinators, leading on connecting our members to one another; to the services and opportunities that Impact Hub London offers in one of our workspaces; and to our wider ecosystem of entrepreneurs, changemakers and partners locally and globally. From onboarding new joiners to running community and networking events to building relationships that help our members thrive, no two days will feel the same.

Key Responsibilities

The Community Manager will be responsible for providing a welcoming and inspiring membership experience. Specifically:

• Welcome and retention: Create a seamless onboarding experience for new members including a handover from IHL’s Sales Executive, orientation sessions and personalised introductions to existing members. Maintain a ‘member wall’ for members to introduce themselves to one another. Ensure retention of members by identifying and responding to members’ needs.
• Community building: Nurture and grow community cohesion to increase member satisfaction. Co-develop and implement creative methods of engaging and connecting Impact Hub members locally and globally, in person and through online networks, to enhance their ability to collaborate. Curate, manage and facilitate existing and new social events and workshops that inspire and connect members and support their work. Work with the Marketing team to provide inspiring and relevant content to members.
• Member capacity building: Connect members to other networks and opportunities locally and globally. Manage our online global Community Platform. Work with the programmes team to provide business support opportunities for the community such as workshops and clinics with key partners, investors and pro bono providers. Work with the
  Events Manager to ensure community needs are reflected in the events run in the space.
• Consultation and Data Gathering Undertake member town hall meetings, polls and check-ins with key customers to understand member satisfaction, collaborations, retention/churn and other engagement metrics. Lead on annual member survey dissemination and collection within your workspace. Use data to evaluate, service improvements and report to the Leadership Team and board.
• Membership administration: Keep our membership platform, Nexudus, up to date and ensure sales and services are fully updated on the system. Work closely with the Finance Manager to respond quickly to membership requests and queries and to chase non-payment of invoices. Suggest ways to update our processes.
• Service Quality and Improvement: Create, recommend and implement service improvements in your workspace. Identify workspace improvements and equipment faults to the Facilities Manager. Work with the Marketing Team to ensure prompt communication with members when issues arise.
• Line Management: Recruit, induct and provide ongoing management and support to your team of Community Coordinators who staff the workspace, whose role is to provide a warm welcome, hospitality and services to members and support the Facilities
  Manager with regular health and safety and maintenance checks, flagging items that require fixing. Ensure the space is fully staffed by organising shift patterns and covering for leave, covering yourself if no other team members are available.
• Licence Holder: Obtain or complete training to hold a personal alcohol licence and serve as the designated premises supervisor for their location, in addition to being trained in first aid, fire safety, and fulfilling the role of the anti-money laundering officer for their respective location.

Person Specification

Essential

• At least 2 years experience in a community role or in hospitality management or equivalent within a physical setting
• Exceptional in-person communication skills and empathy
• Experience in event/workshop planning
• Online communication skills, including clear written communication skill and the ability to use conference calling packages
• Knowledge of and enthusiasm for the social economy and values-driven business
• Ability to manage a complex and multifaceted workload
• Ability to work within and manage a team, but also independently
Good ICT skills including proficiency in using MS Office or Google Drive

Desirable

• Experience of managing a team which works a shift pattern
• Knowledge of ‘Art of Hosting’ methodologies
• Experience of Nexudus Membership Platform
• Experience of Constant Contact CRM
• An understanding of operational procedures and processes
• Experience in research and data analysis
• Contacts within the social enterprise sector and awareness of opportunities for social enterprise in London

You

• Have an aptitude for connection, empathy and building business relationships
• Are a proactive self-starter with a solutions orientation
• Have a friendly and positive attitude
• Thrive in a small team with an entrepreneurial feel
• Have a motivating and consultative management style
• Have a values-driven approach to your work
• Are motivated to deliver quality and have a keen eye for detail
• Are keen to build and develop the role as suits the needs of the business

Terms and Conditions

Working hours: 

Normal working hours are 37.5 per week (excluding breaks). Occasional weekend working and flexibility may be required with time off in lieu or overtime. We are

happy to consider qualified candidates interested in working flexible hours or as a job share.

Annual Leave: 

25 days per annum plus national bank holidays.

Location:

Either the King’s Cross office at 34B York Way, N1 9AB or the Euston office at 1 Triton Square, NW1 3BF. Given the nature of the role, which involves managing a workspace and building community in that space, we cannot offer this role on a hybrid basis.

Contract:

Permanent with a 3-month probation period.

Starting Salary is £28,000 – 30,000 per annum full time depending on experience, plus pension, medical cash plan, profit share and training budget.

How to Apply

If you have the relevant experience for this role and would like to apply, please send an email to [email protected] with the subject line “Community Manager” and attach your CV and a cover letter outlining why you are suitable for the role, and how you meet the person specification. Applications without both a CV and a cover letter may not be considered.

Unfortunately, we cannot sponsor work visas. Please do not apply if you do not already have permission to work in the UK. 

We welcome candidates from diverse backgrounds. We offer a working environment that has step-free access. Feel free to reach out to us if you would like to discuss specific accessibility needs.

Deadline for applications:

We are recruiting for both our King’s Cross and Euston offices. Only one application is required to be considered for both roles.

Applications for King’s Cross will close at 9am on Tuesday 3rd October 2023 and applications for Euston will close at 9am on Tuesday 17th October 2023 so if you would like to maximise your opportunity to succeed, please get your application in early.

Interviews will take place on a rolling basis, starting before deadlines and we may close applications early (not before 3rd October) if we receive a large number of quality applications.

Due to the level of applications expected, we regret that we may only be able to reply to successful applicants.

Impact Hub London is expanding its core team and is looking for an energetic and highly motivated Sales & Marketing  Coordinator to join our team. This is a great opportunity for individuals that are passionate about helping build communities of social entrepreneurs and who ideally have a background in hospitality. The successful candidate will work within our Marketing and Sales Team to deliver the sales and marketing campaign for our second site location in London.

• This is a full-time role 37.5 hours per week (excluding a 30-minute daily break). We would also consider candidates who want to job share.
• Usual hours are 9 am-5 pm but some flexibility can be offered and also may be required from time to time.
• This is a 6-month contract with the option of extension.
• The normal place of work is at one of our offices: 34B York Way, London N1 9AB, but due to expansion plans, this role may transfer in future to an alternative location in London. We can also accommodate hybrid working on request with a minimum of one day a week in the office and the rest from home.

Key Responsibilities

The Sales and Marketing Coordinator will work closely across the Marketing and Sales Team, contributing to the development and execution of our marketing and sales strategy and providing administrative support to the team. Specifically, they will be responsible for:

Market Research and Analysis: The Marketing and Sales Coordinator will conduct thorough market research to help shape sales and marketing strategies aligned with our business objectives including:

• evaluate market trends, analyse customer needs, identify new opportunities and provide insights and recommendations by creating relevant market research reports
• analyse campaign performance, monitor competitor activity and analyse marketing and sales data to track performance. Work with the Sales Executive to identify areas for improvement.

Marketing Campaign Execution: Create and execute marketing campaigns, including:

• Creating compelling marketing and sales content, including brochures, flyers and pitch decks
• Creating online content and social media campaigns, including videos, member stories and advertisements
• Creating email marketing campaigns and our regular newsletters
• Managing online listings to optimise visibility and generate leads

Sales Assistance: Collaborating with the Sales Executive to support the sales process from lead generation to deal closure, including:

• Identify potential leads, qualifying prospects and maintaining contact databases and pipelines
• Supporting the Sales Executive in creating/researching a list of targets for direct outreach and undertaking outreach emails or calls
• Supporting the Sales Executive by responding to enquiries promptly and effectively, addressing (potential) customer queries and concerns and providing personalised support throughout the customer journey
• Scheduling sales appointments to visit our second site location 
• Assisting in the delivery of membership joining packages to new members
• Collaborating closely with the operations team to facilitate a seamless transition of customers after finalising the sale.

Person Specification

Essential skills and experience:

• Prior experience in sales and marketing roles is essential least one year of experience in a marketing, sales, advertising, social media or copywriting role
• Strong communication and interpersonal skills 
  • A warm and friendly attitude towards the potential customers
  • Able to deal with enquiries, negotiations and complaints in a professional manner
  • Great written communication skills suitable for social media or web copy, and for email replies, including good spelling and grammar
  • Experienced on at least two social media platforms and able to adapt your ‘voice’ to fit the culture of each (ideally including LinkedIn) 
• ICT proficient, including MS Office, Google and the ability to grasp hold of new tech including our membership database (Nexudus) and CRM system (Sharpspring)
• Sales and marketing acumen: 
  • Identifying and targeting potential customers 
  • Negotiating with customers to reach mutual beneficial agreements
  • Developing and maintaining relationships with clients
  • An understanding of tailoring marketing to reach target audiences 
  • Utilising data to make decisions
• Ability to work collaboratively with a mutually supporting team-oriented approach
• Able to adapt to a fast-paced environment, including remaining calm, responsive and well-organised under pressure
• A problem-solving attitude and operational mindset
• Good attention to detail and ability to follow routine processes efficiently

Desirable:

• Enthusiasm for the social economy, values-driven business, and charities
• Experience in graphic design or web design
• Experience in using a CRM for tracking sales and analysing sales outcome

You:

• Are a confident self-starter 
• Thrive in a small team with an entrepreneurial feel 
• Are highly numerate 
• Are motivated by delivering high-quality outputs, often to tight deadlines 
• Are keen to build and develop the role as suits the needs of the business

How to Apply

If you have the relevant experience for this role and would like to apply, please send an email to [email protected] with the subject line “Sales and Marketing Coordinator” and attach your CV and a cover letter outlining why you are suitable for the role, and how you meet the person specification. 

Applications without both a CV and a cover letter may not be considered.

We welcome candidates from diverse backgrounds. To limit any unconscious bias, all applications will be anonymised. Please let us know if you have any other accessibility needs.

Interviews will be held on Wednesday, 20 September.   Please keep this date free. 

Due to the level of applications expected, we regret that we may only be able to reply to successful applicants.

Impact Hub London is growing, preparing to open a second location in early 2024, while continuing to run our existing space in King’s Cross.  We’re searching for a Facilities Manager to ensure the smooth running of our flexible workspaces, their facilities and equipment, with a particular focus on maintenance, capex, procurement, ICT and Health and Safety. 

You will be part of our Operations Team and work closely with our Community Team who act as lead point of contact for our members and their guests.

Key Accountabilities 

The overall purpose of this role is to ensure that IHL’s flexible workspaces are presented in optimum condition to deliver a first-class user experience. This therefore includes in particular the health and safety, maintenance and cleaning of IHL’s buildings and the equipment within them, and managing the procurement of products and services to ensure the smooth running of our organisation. This role is within the Operations Team and will work closely with the Community Team who are responsible for ensuring an overall great experience for our members and other users. Your key responsibilities will include:

1. Community Focus and Space Planning:

• Work with the Community and Leadership teams to identify and understand the evolving needs of members, bookers and guests, and optimise the workspaces to meet those needs.
• Maximise occupancy and efficiency through intelligent space utilisation strategies.
• Promote IHL values through the delivery of a sustainable, accessible and welcoming space

2. Facilities Maintenance and Renewal:

• Develop and implement a comprehensive maintenance schedule for each of our workspaces, based on your regular inspections and assessments of the life-spans of building systems, equipment, and common areas and ensure repairs, renovations, and upgrades are undertaken as needed to ensure the facilities remain in good condition, including HVAC systems, building management systems, etc. 
• Ensure that our ICT systems are up to date and able to handle the demands of users, including fast broadband/wifi provision for team and members, hardware and software, tech support, printing and licences. 
• Ensure that all facilities are in compliance with local regulations, building codes, and safety standards. Maintain accurate maintenance and safety related records and documentation and our asset register. 
• Prepare, propose and manage annual premises maintenance and capex budgets for all IHL flexible workspaces, monitor expenditures and identify cost-saving opportunities.
• Provide regular financial reports and forecasts to the Leadership team and board
• Keep abreast of new developments and innovations in space management in the flexible workspace sector, evaluate and propose improvements as part of the annual business planning cycle 

3. Procurement and Supplier Management:

• Create clear briefs for long-term suppliers and manage the procurement process for our operational supply chain, taking account of social and environmental factors as well as value for money and track record when selecting a supplier. Negotiate contracts and ensure these are clearly briefed to relevant team members. 
• Create and maintain a list of reliable providers covering maintenance, IT and AV, security and all other key aspects of facilities management for a thriving flexible workspace.  Build strong ongoing relationships with our chosen suppliers and providers so they can be called upon to respond quickly in emergency situations as well as planned activity. 
• Monitor and manage the performance of maintenance staff or contractors and clear contracts, ensuring that work is completed efficiently and to high standards, ensuring that Service Level Agreements are in place and standards are met.

4.  Health and Safety:

• Lead responsibility for the implementation of Health and Safety practices across IHL, including regular updates with the CEO and the board member with lead responsibility for Health and Safety.
• Create a culture of safety awareness among IHL team, board and members through regular consultations, updates and reporting practices.  
• Conduct regular safety audits, risk assessments and emergency drills to enhance preparedness. Work with the Community Team to ensure that daily, weekly and monthly checks are carried out and any (potential) hazards are reported and dealt with in a timely manner. 
• Ensure that all Health and Safety documents (including but not limited to risk assessments, emergency response and evacuation plans, accident book, training records, daily and weekly checks) are reviewed, kept up to date and approved by the board, adapting to new industry best practices as appropriate. 
• Ensure that team training on Health and Safety issues (including but not limited to Manual Handling, Fire Safety and Evacuation, First Aid, etc)  is kept up to date and new team members are trained in a timely manner.

5.  Environmental Sustainability:

• Take lead operational responsibility for our climate commitments, ensuring that we remain carbon-neutral and move towards full net-zero status, by undertaking a full carbon footprint audit annually, researching and implementing sustainable practices, such as energy conservation, waste reduction, and eco-friendly initiatives. 
• Explore opportunities to obtain certifications or recognition for environmentally responsible facility management. Work with environmental leads in programmes, community and marketing teams to coordinate and publicise IHL climate action, and promote systemic change on this issue.
• Work effectively and collaboratively with our landlords, suppliers, team and members to improve environmental performance. 

Person Specification 

Essential Experience and Skills:

• Facilities management experience; ideally in a flexible workspace context, including supervision of external contractors to deliver quality work at a reasonable cost
• Experience in managing health and safety within an organisation
• Experience clear written communication, including producing health and safety or process documents, procurement briefs or board reports that convey information in a clear and usable manner
• Training and supporting others in processes and procedures, ensuring quality implementation across the team. 
• A good understanding of health and safety and risk management and a track record of managing this successfully
• Procurement experience
• Experience in turning strategies and budgets into deliverable plans which are delegated and delivered effectively across a diverse team
• Excellent stakeholder engagement and management skills
• Problem-solving skills with a solution-oriented approach
• Highly organised, able to work to tight deadlines 
• Ability to work independently without supervision and also within a small team setting
• Detail oriented
• Proficient in MS Office or Google Drive applications and Zoom
• Experience in dealing calmly and effectively with unexpected situations

Desirable Experience, Skills and Qualifications:

• IOSH or NEBOSH certification
• Experience in managing procurement, including social and environmental criteria in the selection process as well as value for money
• Experience with a workspace management system, ideally Nexudus, and its integration with other IT systems (eg finance, CRM, security) 
• Interest in and enthusiasm for the social economy and impact-driven business

Personal Characteristics:

• A values-driven approach to your work and an enthusiasm for socially-driven enterprises
• Demonstrate attention to detail, persistence patience and motivation to reliably deliver high-quality outputs, often to tight deadlines
• Willingness to challenge contractors to offer better quality, value or timescales
• Ability to deal with complexity or crisis situations calmly and systematically
• Able to prioritise trade-offs between quality, cost and social/environmental impact
• Proactive in your work and communication
• A fast learner, keen to build and develop the role as suits the needs of the business 
• A natural team player with a deep commitment to collaboration and serving the greater good
• A confident self-starter with a can-do attitude who will thrive in a small team with an entrepreneurial feel
• Able to demonstrate delivering effectively both directly and through influencing others, including leading through a period of change and growth

Terms & Conditions

• This is a full-time role 37.5 hours per week (excluding a 30-minute daily break).
• The contract is permanent with a 3-month probation period.

Location

Normal place of work is at both of our offices: Kings Cross: 34B York Way, London N1 9AB and Euston: 1 Triton Square, London NW1 3DX. Due to the nature of the role, this is expected to be an on-site role.

Usual hours are 9 am-5 pm but some flexibility can be offered and also may be required from time to time.

How to Apply

If you have the relevant experience for this role and would like to apply, please send an email to [email protected] with the subject line “Facilities Manager” and attach your CV and a cover letter outlining why you are suitable for the role, and how you meet the person specification. Applications without both a CV and a cover letter may not be considered.

Unfortunately, we cannot sponsor work visas. Please do not apply if you do not already have permission to work in the UK. 

Interviews will be held on a rolling basis, starting before the deadline, so please get your application in early.

Deadline: 9am, Tuesday 17 October

Due to the level of applications expected, we regret that we may only be able to reply to successful applicants, and can only offer feedback to interviewed candidates.

We are particularly keen to hear from candidates who identify as Black, Asian, or Minority Ethnic, LGBTQIA+, disabled, from a less advantaged socioeconomic background as well as any other under-represented groups.

We also want this process to be as equitable and accessible as possible – all applications will be anonymised until the interview stage.

Please help us by not including photos, marital status or other data that is not relevant to your qualifications for the job in your application. Please let us know if you require any adjustments to ensure you can fully participate in the application process.

Impact Hub London (IHL) is in a phase of growth, with the opening of a new affordable workspace in Regent’s Place, near Euston, in addition to our existing space in King’s Cross, and with growing ambitions for impact through our programmes and projects. As a result, we are seeking an energetic and motivated Bid & Proposal Writer (BPW) to join our team. 

Our existing Hub has been providing workspace for social entrepreneurs and impact-driven enterprises since 2008, and our new Hub, which will be known as IH London: Euston, will open in Q1 2024 and comprises 11,000 sq ft of coworking, team desks, micro-offices, meeting rooms and a 100 person event space. Across both our Hubs, located in Islington and Camden respectively, we are embedded within the local community and deliver inclusive business support programmes, community engagement projects and enterprise opportunities. We fund most of these impact-focused activities through corporate partnerships, trusts & grant applications, tender submissions and contracted services.

The Bid and Proposal Manager will play a pivotal role in the business development process by researching funding opportunities related to trusts and grants, and crafting compelling and persuasive proposals in response to funding opportunities, requests for proposals (RFPs), and tenders. The primary responsibility will be to create well-structured and engaging written content that effectively communicates the IHL’s track record of impact, capabilities, solutions, and value proposition, ultimately aiming to secure new income opportunities. 

The BPM will report to the Partnerships Director, and work directly with them to identify funding opportunities related to IHL’s income streams. They will create engaging applications and submissions, consulting with our Programmes team to refine programme design related to applications. 

Our ideal candidate will have strong writing and communication skills and a good understanding of the needs and expectations of different kinds of funders.

The Role

As the Bid and Proposal Manager, you will be responsible for: 

Proposal Development:

• Supporting with analysing and interpreting requests for proposals, tenders, and bid documents to understand funder/client requirements and expectations.
• Working with internal teams to gather the necessary information, technical details, and supporting documentation required for proposal creation

Content Creation:

• Writing and editing proposal content, ensuring accuracy, clarity, and alignment with the IHL’s vision, messaging and branding guidelines.
• Crafting persuasive narratives that address funder/client challenges, highlight benefits, and differentiate the organisation from competitors

Value Proposition:

• Clearly articulating the IHL’s value proposition, unique selling points, and strengths that make it the ideal choice for a project.
• Showcasing IHL’s previous successes, case studies, and relevant experience to build credibility.

Collaboration:

• Collaborating with relevant internal team members, and project managers to gather accurate and up-to-date information, ensuring all components of the proposal are completed and integrated seamlessly.
• Working closely with the programme team and Communication team to incorporate visuals or case studies that enhance proposals or support reporting requirements

Quality Assurance:

• Reviewing and proofreading proposal content to ensure accuracy, grammar, spelling, and adherence to guidelines.
• Conducting thorough quality checks to guarantee that all submission requirements are met before finalising proposals.

Pipeline Management:

• Managing a pipeline of funding opportunities and prospective funders/partners from research all the way through application submission, awarding of contracts, to reporting and account management
• Proactive research to identify and qualify potential new funders and funding opportunities

Deadline & Reporting management:

• Managing multiple proposal deadlines concurrently and prioritising tasks to meet submission timelines.
• Ensuring reporting deadlines for projects are communicated clearly and in good time to project stakeholders
• Liaising with the project team to gather relevant information for reports

Continuous Improvement:

• Collecting feedback from proposal processes and contributing to the enhancement of proposal templates, best practices, and knowledge management resources.

Person Specification

Essential Experience and Skills:

• Minimum 2 years experience as a Bid Writer or similar role (communications, business, marketing, etc.).
• Exceptional written and verbal communication skills.
• Empathy and insightfulness within a range of contexts and the ability to summarise complex information coherently
• Strong attention to detail and ability to work effectively under tight deadlines.
• Excellent organisational and project management abilities.
• Proficiency in Microsoft Word, Google Docs or similar tools.
• Understanding of proposal evaluation and eligibility criteria.
• Ability to collaborate across teams and communicate effectively with stakeholders.
• Adaptability to evolving requirements and changing priorities.
• Experience with project reporting
• An understanding of barriers to engagement and knowledge around how to build inclusive local relationships 

Desirable:

• Understanding of basic procurement processes and contracts
• Enthusiasm for social innovation and values-driven business
• Use of a database or CRM system to record and analyse funding opportunities
• Contacts within social enterprise sector organisations and awareness of funding opportunities for social entrepreneurship in London
• An understanding of systemic change and ecosystem development

You:

• Are a natural communicator – both written and verbal
• Are a confident and proactive proposal writer
• Thrive in a small but growing team with an entrepreneurial feel
• Have a values-driven approach to your work
• Are a confident multi-tasker
• Demonstrate attention to detail
• Are motivated by delivering high-quality outputs, often to tight deadline
• Can operate in an environment characterised by change 
• Are keen to build and develop the role as suits the needs of the business

How to Apply

To apply for this role please complete this form, and submit it before midday (12pm) on Thursday 12th October.

Interviews will be held on Wednesday, 18 October.  Please keep this date free.

If you have any further questions, please email [email protected]

About Impact Hub London

Our purpose is to accelerate entrepreneurial action that benefits people and planet. We do this through inspiring workspace, business support, and networks that enable changemakers to thrive in London and beyond. 

Impact Hub London is part of a global network of 110 Impact Hubs in 67 countries whose mission is to catalyse inclusive and sustainable innovation at scale to create a regenerative economy where business and profit are used in the service of people and planet. Impact Hubs do this by creating impact communities and ecosystems and providing enterprise support. As a team we are connected, collaborative and entrepreneurial, acting with our values at the forefront. 

For more information see: http://london.impacthub.net | http://impacthub.net

We strive to be a fully inclusive organisation and benefit from diversity of thought and experiences, both in our staff team and within our programme participants. We are particularly keen to hear from candidates who identify as Black, Asian, or Minority Ethnic, LGBTQIA+, disabled, from a less advantaged socioeconomic background as well as any other under-represented groups. We also want this process to be as equitable and accessible as possible – all applications will be anonymised until the interview stage. Please help us by not including photos, marital status or other data that is not relevant to your qualifications for the job in your application. Please let us know if you require any adjustments to ensure you can fully participate in the application process.