JOB DESCRIPTION. European Regional Development Fund and Cornwall Council

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1 JOB DESCRIPTION SECTION: JOB TITLE: RESPONSIBLE TO: FUNDED BY: SUPERVISORY RESPONSIBILITY: Development Centre Manager - ESAM Head of Development European Regional Development Fund and Cornwall Council Centre Administrator/Receptionist (1xFTE) KEY RELATIONSHIPS: Internal: Council: External: CDC Managing Director, Head of Corporate Services, Head of Development, other members of the CDC Senior Management Team, Cornwall & Isles of Scilly Growth & Skills Hub Operations Director & staff, other Cornwall Development Company staff Strategic Directors, Heads of Service, Carluddon Tech Park (CTP) Project Board attendees, Council Officers, Elected Members Advanced manufacturing/engineering, low carbon environmental goods and services businesses, prospective ESAM tenants/occupiers, local, regional and national businesses within ESAM target sectors, industry and sector representative bodies, political and community representatives, public and private sector providers of business and skills support services, external contractors, consultants and suppliers of goods and services MAIN PURPOSE OF THE JOB: To support the growth of the advanced manufacturing/engineering, low carbon environmental goods and services sectors in Cornwall through the strong and effective leadership of The Enterprise Space for Advanced Manufacturing (ESAM) To provide pro-active day to day Centre Management, taking overall responsibility for the smooth and efficient running of ESAM, including overseeing hard and soft facilities management service level agreement (in partnership with Cornwall Council), and site safety and security Ensure compliance with CDC s obligations within the ESAM Operator IDA Agreement such that relevant provisions and statutory obligations are complied with and that ESAM functions as a safe and secure business environment for its staff, clients and customers To provide a first point of contact for businesses located at, or wishing to access, ESAM, providing clients with integrated access to a full range of business support services from across the private and public sectors Fostering a collaborative and supportive environment for ESAM client businesses To support the development of an integrated advanced manufacturing business community in Cornwall, firmly establishing ESAM at the heart of Cornwall s innovation infrastructure To build and develop strong external relationships, feeding into regional, national and international networks as appropriate, ensuring strong internal and external awareness of ESAM s facilities and objectives 1

2 KEY TASKS: Service delivery Develop and implement a marketing and events strategy for ESAM that aligns with activities being undertaken by others to promote Cornwall as a business destination Attract occupier interest, maximise lettings and raise awareness amongst the business community of ESAM s facilities and objectives Ensure ESAM operates at all times as a professional business hub with an environment that encourages collaboration, offers high standards of reception and support services, provides ease of occupancy for tenants and delivers efficient and effective ICT/infrastructure systems Deliver an events programme that creates footfall, raises the profile of ESAM and of the services & facilities offered and encourages tenant collaboration and participation in appropriate business networks Work effectively on a day to day basis with ESAM clients and users, ensuring the Centre operates in accordance with agreed policies and procedures Optimise revenue income arising from lettings of floor space, the provision of associated services and the hiring out of meeting rooms and other chargeable services Develop good awareness of the full range of potential local and national business support offerings available to ESAM clients Liaise and co-ordinate with the Council s (hard & soft FM) SLA contractors for the smooth running of ESAM, escalating unresolved issues efficiently & effectively Relationship management Build, develop and maintain strong relationships with client businesses at ESAM to understand their needs and support/enhance their productivity and business growth Forge strong links with the Growth/Skills Hub team and work in partnership with them to ensure that the specific offer of the building is well understood Develop and maintain strong relationships with other business and skills services professionals/providers Ensure a co-ordinated approach to business support provision for ESAM clients, signposting where appropriate, ensuring the client journey is as simple and seamless as possible Develop close working relationships with industry/sector bodies such as the Cornwall Manufacturer s Group, SW Manufacturing Advisory Service, Universities and leading research institutions such as the Advanced Manufacturing Research Centre for the benefit of ESAM and its clients Promote and support the work of ESAM, representing the Centre at external events, seminars and workshops Hold events at ESAM in order to showcase the facilities on offer and raise awareness of ESAM s wider objectives and opportunities Travel locally and nationally representing & networking ESAM at relevant sector events, expos and similar. Service development Develop sector specialist expertise to ensure relevant knowledge and credibility and to facilitate the understanding of ESAM client business needs in order to facilitate effective signposting Share knowledge and expertise with potential partners, including with other centres locally and nationally, in order to understand wider centre/sector offerings and position ESAM effectively in the market Technical Work in close co-operation with the appointed commercial property agents to develop a strong pipeline of potential occupiers in order to maximise and maintain occupancy levels Undertake initial suitability assessments of potential tenants, making recommendations to Cornwall Council against agreed ESAM Gateway Criteria and in line with the agreed tenant approval processes Oversee the development and maintenance of a Tenants Manual/Information Pack 2

3 Work with tenants to develop and implement appropriate Travel Plans Oversee the management of meeting rooms and ancillary services provided by the Centre to occupiers and users of the facility, ensuring excellent service at all times Manage and monitor working practices to ensure all statutory obligations are complied with Ensure ESAM functions as a safe and secure business environment at all times, including compliance with Health and Safety legislation, Data Protection, Public/Employer s Liability Insurances etc. Maintain up-to-date professional knowledge in EU and UK funded business and skills initiatives to ensure sector/industry credibility at all times Leadership & management Lead, mentor, advise and guide staff in order to create a culture of close teamwork, generating imaginative and effective solutions to service delivery Work collegially with colleagues to ensure that resources are aligned with priorities and that agreed outcomes are delivered Be the voice and face of ESAM, leading on high profile areas of activity such as media communications, high level visits from senior industry/sector figures, officials etc Performance reporting & management Ensure client/business data and correspondence is accurately recorded and maintained on safe and secure internal systems Monitor and report on outputs and outcomes as required by funders, Cornwall Council and other stakeholders Maintain all internal files and data for allocated clients in accordance with EU audit requirements and ESAM practices Attend ESAM/CTP Project Board meetings Provide regular updates to key stakeholders through quarterly and annual reports Provide regular reports and ensuring that all relevant requirements of the Cornwall Council/DCLG ERDF Grant Funding Agreement are complied with Support the Council in ensuring that commitments regarding project evaluation made in the ERDF Full Application are achieved Ensure ESAM project target outputs are achieved and provide regular monitoring on progress, escalating issues as necessary Monitor the development of ESAM clients over an extended period of time Resource management Develop an annual business plan for ESAM, maximising the opportunities presented by the facilities and systems to create a long-term sustainable business model Manage any allocated budgets, ensuring that spend is effective, value for money is achieved and risks are managed Operate effective financial management in accordance with agreed systems and procedures in order to monitor income and expenditure Ensure income generating opportunities are maximised and expenditure remains within agreed budgets Develop and operate performance management systems that enable management information and data analysis to be provided and reported on a timely basis Customer feedback Ensure that clients are aware that customer feedback systems are in place and have the ability to influence service improvements Provide written responses to enquiries or complaints as required, seeking approval from CDC Senior Management for the most contentious or high-profile matters Approve written responses to enquiries or complaints prepared by the Centre Administrator/Receptionist as required Engage proactively with tenants to ensure their continued satisfaction with the Centre KEY RESULT AREAS: 3

4 Effective Centre management, providing a high quality service that meets the needs of ESAM s customers and clients at all times Delivery of agreed KPIs, including achieving targets for lead generation and Growth Hub referrals Development and maintenance of an excellent network of business support/skills contacts, with a high level of personal knowledge and expertise Management & reporting of budgets, resources, income and outputs in accordance with EU requirements and the ESAM Business Plan PERSONAL & TEAM RESPONSIBILITIES: Provide a good role model for other members of staff Project a positive image to internal and external contacts and customers Demonstrate CDC s culture, values and behaviours: o achieving excellence o valuing ourselves and others o showing personal leadership o being passionate about what we do o being committed to a low carbon future for all Take responsibility for professional and personal development on a continuous basis. Participate actively and positively in the effective management of activities within the team and across the Company Display strong customer and commercial focus towards the delivery of all work Support the identification and securing of additional funding opportunities Carry out responsibilities with due regard to the Data Protection Act and current Data Protection policy Carry out responsibilities with due regard to CDC s Equal Opportunities Policy and Environmental Policy Work at all times within the code of the Health & Safety Act This job description is not comprehensive or exclusive and duties may be varied from time to time, but these will not change the general character or level of responsibility of the job. This job description and your performance will be regularly reviewed with you. Good communication and organisation skills as well as self motivation and self confidence will remain essential qualities to fulfil this role. In addition to fulfilling this specific role, you may occasionally be required to make your abilities available to help meet related business needs of the C&IoSGH in your own or other departments. This would only be required if authorised by your Manager and subject to confirmation that precedence is given to your normal duties Date last reviewed: April 2018 Approved by manager: April 2018 Evaluated by CDC HR: April 2018 Agreed with post holder: Date Personnel informed: 4

5 PERSON SPECIFICATION SECTION: JOB TITLE: Development Centre Manager - ESAM EXPERIENCE Expert knowledge of business and/or business support programmes Previous business centre management experience Significant experience of working at a senior level in or with SMEs Significant experience of business support programme/project delivery Ability to conduct informed and in-depth discussions with clients, understand business dynamics/issues/growth requirements and signpost to appropriate providers to secure the support needed to take the clients forward in their growth trajectory Strong insight into all aspects of the operation of an (SME) business In-depth understanding of business and commerce, economic drivers Experience of property management Business development capabilities and business and financial modelling EDUCATION & TRAINING Degree and/or professional qualification in a relevant discipline Membership of an appropriate professional body Certification BEHAVIOURS Highly developed client relationship competencies Politically aware with the ability to influence outcomes with diplomacy 5

6 A track record of success in business/business support Passionate about business and Cornwall A credible ambassador for businesses in Cornwall and ESAM Articulate, dynamic, energetic and delivery focussed Able to build effective and productive working relationships at a senior management level Innovative thinker at a practical and strategic level Ability to forge successful partnerships with organisations in both the public and private sectors KNOWLEDGE & SKILLS Excellent interpersonal and team working skills and staff management abilities Ability to have (sometimes) difficult conversations with business owners Excellent report writing skills Enhanced networking skills Good knowledge of the economic, business and social context of Cornwall, the needs of its businesses and opportunities for growth Knowledge of European and national funding structures and programmes ANY ADDITIONAL FACTORS Fully competent in the use of ICT including the main Microsoft packages Ability and willingness to travel throughout the county Some flexible working outside normal office hours may be 6

7 required 7