Workplace Advisor

Purpose of the Role

The Workplace Adviser (WA) ensures that every Silversquare member feels seen, supported, and valued — and that every commercial opportunity is handled with professionalism and CARE.

CARE is the cultural foundation guiding the Workplace Experience mission:

C – Connect: Build genuine, trust-based relationships.
A – Act: Anticipate needs and respond quickly.
R – Refine: Improve processes, communication, and follow-up.
E – Elevate: Uplift members, teams, and the customer journey.

The Workplace Adviser plays a central role in delivering an exceptional member experience, supporting commercial performance, and contributing to a thriving coworking community, in close collaboration with the Workplace Experience Manager and the on-site Guest Experience Officer.

About the Role

As a Workplace Adviser, you are the customer success engine of your coworking space. You combine hospitality excellence, commercial drive, and operational awareness to ensure a seamless daily experience for members and visitors.

You work hand-in-hand with the Workplace Experience Manager, who coaches you, supports your development, and ensures alignment across the Silversquare network. You collaborate closely with your Guest Experience Officer to deliver consistent, high-quality service.

You are a trusted point of contact for members, a proactive problem solver, and an advocate for both customer satisfaction and commercial growth.

Key Responsibilities

1. Operational Excellence

•Share final operational responsibility of your coworking space with the Guest Experience Officer.

•Ensure a warm and exemplary welcome for all members and visitors, in line with Silversquare hospitality standards.

•Guarantee the consistent application of Silversquare’s quality standards and daily routines.

•Handle operational issues proactively, escalating when needed to the Workplace Experience Manager.

2. Customer Success & Member Relationship Management

•Build genuine, trust-based relationships with members through daily presence and active listening.

•Anticipate member needs and provide personalized, solution-oriented support.

•Monitor member satisfaction signals and report risks or insights to the Workplace Experience Manager.

•Maintain accurate and complete CRM records to ensure strong follow-up and traceability.

•Support the harmonization of the customer journey by applying Silversquare’s tools, templates, and best practices.

3. Commercial Performance

•Contribute to your coworking’s revenue targets through excellent follow-up and customer care.

•Manage incoming commercial opportunities (flex, start desks, small private offices).

•Convert incoming leads through qualified needs assessment and proactive follow-up.

•Identify upsell and cross-sell opportunities within your member community.

•Support local partnerships and initiatives that reinforce visibility and attract prospects.

•Collaborate with Sales teams to ensure smooth handover of larger opportunities.

4. Community Engagement

•Animate and nurture the coworking community through events, networking activities, and meaningful moments.

•Co-host community gatherings with the Guest Experience Officer.

•Create a sense of belonging by fostering connections, sharing information, and promoting Silversquare culture.

•Support local programming that enhances inspiration, collaboration, and member engagement.

5. Continuous Improvement & Collaboration

•Apply feedback and coaching provided by the Workplace Experience Manager.

•Contribute to the improvement of processes, communication tools, and internal coordination.

•Share field insights to help identify recurring pain points and opportunities for refinement.

•Actively participate in trainings and onboarding sessions for new tools, methods, and standards.

•Collaborate closely with Guest Experience, Sales, and Marketing to support network-wide alignment.