Description:

Notice: This Job Description is for a senior & managerial role inclusive of Operations duty. We are also open to applications from candidates who feel that they can deliver the Business Support and Community elements alone and as such we have provided a separate Job Description for that role (Business & Innovation Officer) on our website. Please review both and apply for the most appropriate given your skills and experiences.

Purpose of the Job

• To support tenant businesses at M-SParc to thrive, to innovate and flourish by providing a wraparound support service. 
• To develop a strong sense of community around M-SParc for the ecosystem of businesses, members, partners and stakeholders. 
• To lead on the day-to-day operations of our headquarters, overseeing the operational team ensuring a clean, safe working environment and championing customer service across the business.

Main Duties and Responsibilities; Operational 

• Provide line management duties for M-SParc employees, including, initially, the reception & facilities.
• Work closely with the MD to ensure Operational aspects of the Park run effectively. 
• Ensure an exceptional level of Customer Service and Support throughout the company and lead on the implementation of our Customer Service Policy. 
• Lead on the management of contracts for M-SParc for key suppliers from a Facilities Management perspective.
• Oversee the procurement / tendering of works contracts as needed including liaising with with Bangor University over the implementation of certain contracts including but not limited to lifts, fire systems and boilers.
• Support the operational team with the provision of external events at M-SParc, and the set-up of internal events. 
• Establish robust systems for the effective operation of our second building – Egni. 
• H&S co-ordinator

Main Duties and Responsibilities; Community 

• You will act as a Community Manager for M-SParc, developing a strong sense of community between tenants, virtual tenants, support providers and our partners alike. 
• You will lead on reimagining our events, tenant breakfasts and socials, ensuring they are well-attended and reflect the tenants’ needs. 

Main Duties and Responsibilities; Strategic Management

• Input into the business planning process by drawing up plans for tenant retention and using tenant satisfaction tools for marketing purposes including surveys and polls. 
• Actively contribute towards the strategic direction of the Company as part of established business review processes. 
•  Actively seek opportunities to improve the business by engaging with key stakeholders.

Main Duties and Responsibilities; Business & Innovation Support 

• To act as a Client Manager for tenants, addressing their needs and ensuring that M-SParc are going above and beyond in servicing their needs. 
• To work in partnership with the existing Business Support team at M-SParc to provide a wraparound service. 
• Build relationships with tenant companies to understand their needs and be proactive in addressing them through direct action or leveraging the power of the support ecosystem.  
• Take an active interest in the work of our tenant companies, gain an understanding of their activities to be able to see opportunities as they emerge. 
• Establish the needs of tenants, projects and enterprises and ensure that they receive support that’s available from existing service providers. 
• Develop a network of business support provision in the region for the benefit of the businesses located on the park. 
• Provide direct business support as well as referrals to services available elsewhere in appropriate cases. 
• Document the developments of tenants and virtual tenants on our Customer Relationship Management platform.
• Take responsibility for that platform, working with the wider business support team and using the information when negotiating with and building relationships for tenants.
• Provide tenants with information relevant about available support from both the Welsh and UK governments, research bodies, investors & Innovate UK.
• In appropriate cases, assist tenants with the application process for tendering & funding or make it known to them where and from whom such assistance is available.
• Maintain strong links with the staff of the Welsh Government, Bangor University, Innovate UK and our eco-system of support providers. 
• Ensure that our experts from the Skills, Egni and Digidol teams are pulled in to support tenants in specific sectors or facing specific challenges where appropriate.

Person Specification:

The candidate will be passionate about the innovative opportunities north Wales has to offer and be driven to support businesses in M-SParc and our Virtual Tenants, to take advantage of these opportunities.  They will be positive about engaging with other groups in the region, to collaborate and deliver further opportunities, and have excellent people skills to develop strong working relationships. You will be practically minded,you will drive M-SParc forward on an operational level on a daily basis ensuring a pro-active plan is in place for operational maters but having an energy and a drive to resolve issues as they arise. 

Education, Training and Qualifications  - Essential 

• Relevant Degree and/or Project Management and/or Business and/or Business Support experience. 
 

Desirable; Education, Training and Qualifications:

• Qualification in Finance
• Proven record of building strong working relationships, networking and ability to represent M-SParc confidently in the region.
• Experience of working on Supplier and Facilities Management contracts.
• Excellent communication skills.
• Experience of working within the Business Support sector & lead on projects when required.
• Can work as part of a team, recognising opportunities to collaborate with colleagues and adding value where possible.
• Experience of presenting online and/or face-to-face to diverse groups.
• Exceptional IT skills, and a willingness to learn and adapt to new systems.
• Ability to communicate through the medium of Welsh.
• Experience of working in an industry facing role is desirable, but not essential.
• Ability to co-ordinate projects with minimal supervision. 
• Experience of working with Academia to develop new projects and programmes. 
 

Essential; Experience and Knowledge

• Experience of working with businesses and an understanding of the business environment
• Experience of Operational Management of a facility or business on a day to day level. 
• Experience or knowledge of of innovation processes 
• Experience in finance and business management 
• Have a focus on excellent customer service and able to build long term relationships with the business community
• Have excellent IT skills and an understanding of Customer Relationship Management software
• Knowledge of the Business Planning Process
• Experience of working with budgets and preparing reports including financial reports
• Be comfortable working as part of a team and be able to work with a wide variety of people
• The ability to converse & communicate through the medium of Welsh
 

Essential; Skills/Abilities

• Influencing and Networking Skills
• An ability to stay calm under pressure and keep to deadlines
• Team working and leadership skills
• A flexible approach to work
• Good attention to detail and time management and organisational skills