Front Office and Event Enquiry Coordinator job at Birmingham Full Time NEW

About Us

The Legacy Centre of Excellence is a Business and Arts centre dedicated to innovation and the elevation of our local West Midlands community. The centre is based between Newtown and Aston, two of Birmingham’s most diverse and marginalised communities.

As Europe’s largest independent Black business and Arts centre, over the last 6 years, we have worked hard in designing an environment where both creatives and entrepreneurs can expand and develop their skills, giving them the confidence to thrive in competitive markets, as well as a safe space for community entertainment, education, and lifestyle events.

Our work

We are dedicated to championing and enhancing the cultural and artistic ecology and the development of the economic infrastructure within our local area, and to inspire and engage the national community.

We exist to offer new opportunities in artistic and educational activities that uplift and upskill those we connect with. We do this by providing the best in events, projects, and workshops that encourage people to come together in a safe, curated space, which puts their individual and collective needs at the heart of business acumen.

Our building is multipurpose, housing two auditoriums, a theatre space, multiple office spaces, retail space, a music/ podcast studio, a Caribbean Fusion restaurant, a Bar and Kitchen Café area, and a multimedia suite that are accessible and available on site.

There are over 120 different small/medium-sized community organisations and businesses that hire space within our building or perform partnership work with us. In addition, there are 30+ statutory and strategic organisations that use our facilities and partner with us regularly.

We have a large, diverse group of people who attend our events or participate in activities, and we have a growing social media audience.

We want Legacy to reshape the idea of what is possible for passionate and resilient community innovators, thought leaders and dreamers. This project was once a small collective idea by members of our community; it has now evolved into a sustainable change-making Business and Arts Centre that will continue to transform lives for years to come. Our new team member needs to be able to work in an environment where there are deadlines, high standards, short timelines, demanding customers, and we are striving for operational excellence.

Job Purpose

The Front Office and Event Enquiry Coordinator is a key front-facing role responsible for delivering a welcoming, professional, and efficient reception service while supporting the Events Team with enquiries, bookings, and operational coordination. The postholder will be the first point of contact for visitors, customers, and community groups, ensuring all guests receive excellent customer service and a positive experience at all times.

This role requires a proactive individual who can work independently, communicate confidently with people from all backgrounds and communities, and support the smooth day-to-day running of the front office and events operation.

Key Responsibilities

Front Office & Reception Duties

• Meet and greet all visitors, guests, contractors, and community users in a warm, friendly, and professional manner.
• Maintain a visible and approachable presence at the reception desk throughout the shift.
• Ensure all visitors sign in and out correctly and maintain awareness of who is currently on-site.
• Keep the reception and front desk area clean, tidy, organised, and presentable at all times.
• Remove clutter, dumped items, and unnecessary materials from reception and public-facing areas.
• Manage and maintain the lost property process, including recording, storing, and monitoring uncollected items. Items remaining unclaimed after 3 months should be disposed of appropriately or donated to charity in line with company procedures.
• Answer all incoming telephone calls professionally and efficiently.
• Take accurate and detailed messages for unavailable members of staff and ensure messages are communicated promptly.
• Escalate and report any front office issues, incidents, or concerns immediately to the relevant manager or Senior Leadership Team (SLT).
• Attend team meetings, report operational issues, and take accurate notes to remain informed of operational updates and event activity.
• Provide accurate and up-to-date information to customers and visitors regarding events, facilities, and services.

Event Enquiry & Coordination Support

• Support the Events Team with telephone and walk-in event enquiries.
• Provide instant quotations and basic event information where appropriate.
• Conduct ad-hoc venue walkarounds and assist customers with event planning information and venue suitability.
• Support the coordination and delivery of events taking place during shifts, assisting the Events Team where required.
• Complete customer follow-ups and assist in converting enquiries into confirmed bookings.
• Ensure all events and enquiries are accurately entered into the calendar system and CRM platform (Event 500).
• Maintain accurate event records and customer details in line with company procedures.
• Assist with operational preparation before, during, and after events as required.

General Responsibilities

• Work effectively on your own initiative as well as part of a team.
• Demonstrate excellent customer service and communication skills at all times.
• Build positive working relationships with customers, colleagues, partners, and community groups.
• Maintain confidentiality and professionalism in all aspects of the role.
• Adhere to company policies, procedures, health & safety regulations, and safeguarding responsibilities.
• Undertake any additional duties appropriate to the role as requested by management.

Please note: This job description is not exhaustive and may be subject to change in line with operational requirements.

Person Specification

Essential Skills & Experience

• Previous experience in reception, front office, customer service, hospitality, or events coordination.
• Excellent verbal and written communication skills.
• Strong organisational skills and attention to detail.
• Ability to multitask and work in a fast-paced environment.
• Professional telephone manner and customer-focused approach.
• Ability to work independently and use initiative.
• Confident using Microsoft Office and CRM/calendar systems.
• Friendly, approachable, and professional presentation.

Desirable

• Experience supporting events or venue bookings.
• Experience using Event 500 or similar CRM/event management systems.
• Knowledge of community engagement and customer service within multi-use venues.

Training & Development

Full in-house training will be provided for the successful candidate.

Following successful completion of the probation period, there will be opportunities for professional development (CPD) and progression, including access to relevant training courses and development opportunities.

Hiring Manager’s Remarks

Omar Buchanan, Head of Operations — Legacy Centre of Excellence

This role is central to how Legacy Centre of Excellence presents itself to the world. The Front Office and Event Enquiry Coordinator is not simply a receptionist, they are the face and voice of our organisation, and one of the most important hires we will make. Every visitor, client, artist, and community member who walks through our doors will form their first impression of Legacy through this person.

We are looking for someone who is genuinely dual-skilled. On one hand, we need a polished, professional receptionist who can manage the front desk with confidence, warmth, and precision. On the other hand, we need someone who understands the pace and detail of event administration. Someone who does not wait to be told what needs doing but recognises it and acts. These are two demanding disciplines, and we need a candidate who can do both to a high standard simultaneously.

Customer service is non-negotiable. Legacy operates across a wide and diverse community, and the standard of welcome we provide must be consistently exceptional, regardless of how busy the building is or how much is happening behind the scenes. We need someone whose default setting is warm, attentive, and professional, not someone who delivers good service only when things are calm.

Attention to detail is equally critical. We are a busy, multi-use venue with a high volume of enquiries, bookings, and operational activity happening at any one time. A missed message, an incorrect diary entry, or an unanswered follow-up can cost us a confirmed booking or damage a client relationship. We cannot afford that. The right candidate will have a meticulous eye for detail and will take full ownership of every enquiry they handle from first contact through to resolution.

Event leads are a key revenue stream for Legacy, and we need this postholder to treat every enquiry as an opportunity. That means following up promptly, providing accurate information, logging everything correctly on Event 500, and working proactively with the Events Team to convert interest into confirmed business. We expect this person to be commercially aware and to understand that responsiveness and accuracy directly impact our bottom line.

In short, we are not looking for someone who simply occupies the front desk. We are looking for someone who owns it, is comprehensive, proactive, and an effective professional who will raise the standard of our front-of-house operation and play an active role in the success of our events programme. If you are that person, we want to hear from you.

Equal Opportunities Statement

The Legacy Centre of Excellence is an Equal Opportunities Employer. We are committed to creating an inclusive and diverse workplace where everyone is treated with dignity and respect. We welcome applications from all sections of the community regardless of age, disability, gender reassignment, marriage or civil partnership, pregnancy and maternity, race, religion or belief, sex, or sexual orientation.

We are committed to safeguarding and promoting the welfare of children, young people, and vulnerable adults and expect all staff and volunteers to share this commitment.

Appointments will be made based on merit, skills, qualifications, and suitability for the role.

Pay: £25,000.00-£26,500.00 per year

Benefits:

• Bereavement leave
• Company events
• Company pension
• Discounted or free food
• Gym membership
• On-site parking
• Sick pay

Application question(s):

• Must be familiar with IT software such as Microsoft 365, CRM Systems and Calendar Management.

Education:

• A-Level or equivalent (preferred)

Experience:

• Front Office and Receptionist: 2 years (required)
• Hospitality or Creative Industry: 2 years (required)

Work Location: In person