Community Team Leader, Glasgow

The Community Team Leader plays a key role within the Clockwise community, acting as the bridge between the Community Manager and the wider Community Team. This role deputises for the Community Manager when required, supports the delivery of commercial, operational and member experience objectives, as defined by the balanced scorecard and provides hands-on support to other location teams to ensure consistency, collaboration and best practice across locations, in particular Clockwise Leith.

Objectives

• Support the Community Manager in delivering location performance across member experience, community engagement, compliance and commercial activity.
• Deputise for the Community Manager during periods of absence, ensuring continuity of leadership, decision-making and service delivery.
• Provide operational and people support to the wider business, sharing best practices and supporting cover, training and consistency where required.
• Act as a role model for Clockwise values and behaviours, embedding them within day-to-day operations and team culture.

Key Responsibilities

Sales, Trading & Business Performance

• Support delivery of ancillary revenue targets, including but not limited to meeting room, events and additional services, proactively identifying opportunities to drive income.
• Manage and respond to enquiries in line with the Clockwise member journey and sales process, conducting tours and progressing opportunities where required
• Maintain accurate and compliant use of systems such as HubSpot for enquiries, member interactions and sales activity.
• Support sales-related projects, including competitor research, local market insight and CRM data management.
• Record meeting room bookings, ancillary sales and event income in line with SOPs.
• Assist the Community Manager with cost control, purchasing processes and supplier value management where appropriate.

People, Community & Culture

• Deliver a Clockwise brand standard member experience at all times, ensuring a warm welcome, visible presence and effective resolution or escalation of issues.
• Act as day-to-day operational lead for the Community Team when the Community Manager is absent, including supervision, task prioritisation and issue management/escalation.
• Conduct regular 1:1 meetings with Community Team colleagues providing coaching, support and performance feedback, and communicate key outcomes, development needs, and any concerns to the Community Manager
• Support onboarding, buddying and development of Community Team colleagues, including those across the wider business.
• Ensure effective reception desk cover, coordinating rotas and stepping in operationally when required.
• Lead and support delivery of community events and activities aligned to Clockwise’s community pillars, ensuring quality, consistency and budget adherence.
• Contribute to member communications, social media content ideas and local engagement initiatives in collaboration with the marketing team.
• Conduct regular member check-ins and capture feedback, escalating insights and improvement actions to the Community Manager.
• Maintain clear and consistent handover notes, duty logs and internal communications to support seamless team operation.
• Maintain accurate and compliant use of systems such as HubSpot for enquiries, member interactions and sales activity.
• Support sales-related projects, including competitor research, local market insight and CRM data management.
• Record meeting room bookings, ancillary sales and event income in line with SOPs.
• Assist the Community Manager with cost control, purchasing processes and supplier value management where appropriate.

Safety, Compliance & Operations

• Support the Community Manager in upholding health S safety, compliance and operational standards across the building.
• Take responsibility for day-to-day safety practices when on duty, including contractor sign access control and issue recording and escalation.
• Create, manage and disable key fob access for members in line with building and security standards.
• Report and follow up on maintenance issues with building management and suppliers
• Ensure suppliers and partners operate in line with agreed standards and Clockwise expectations
• Conduct building walks, opening/closing checks and operational audits as required.

Systems & Reporting

Ensure effective and compliant use of all business systems, including but not limited to HubSpot, Resonate, Expansive, Riskproof, OfficeRnD, Office 365 & Notion

Measures of Success

• Performance against Balanced Scorecard targets:
• EBITDA
• Committed Occupancy
• NPS
• Compliance
• Member feedback and advocacy
• Colleague engagement and performance feedback
• Peer, Regional and SLT feedback
• Other stakeholder feedback

40 hours per week, Monday to Friday.
Office hours with occasional requirement to work evenings for events.

• Discretionary bonus scheme (post-probation)
• Private health insurance
• 25 days holiday per annum, plus bank holidays
• Health cash plan (post-probation)
• Enhanced company pension - 4% and 5%
• Gifts on your birthday and employment anniversary
• Death in service benefit
• Wellness activities throughout the year
• Monthly sessions with MYNDUP available