Facilities & Customer Service Administrator — Hybrid Role

Disconnection breaks compliance.

Across the UK, organisations are still managing compliance, facilities, safety, supply chains and training through separate systems, fragmented data and siloed teams. That creates gaps. Gaps create risk. And risk, left unmanaged, can have serious consequences.

Vantify was built to change that.

We bring software, expert services and intelligence together in one connected ecosystem, giving organisations a single vista point across everything that matters. Our mission is simple: to set the standard in connected compliance.

That makes Vantify an exciting place to work. We are building a business that helps clients see more clearly, act more confidently and manage risk before it becomes a problem. Whether you work in sales, marketing, technology, consultancy, customer success, service delivery or operations, you are part of the same ambition: helping organisations move from disconnected compliance to one connected way of working.

We are looking for people who want to make things better. People who bring judgement, energy and ownership. People who care about doing work properly, supporting clients well and building something with lasting value.

Compliance. Connected.

About the role

This role sits within a team of Property Service Administrators supporting the delivery of high-quality service across a portfolio of over 10,000 properties nationwide using cloud-based systems.

The role involves handling incoming phone calls and emails from both residential and commercial clients, including tenants, landlords, facilities managers and engineers. You will be responsible for managing queries, coordinating responses, and resolving issues in a timely and efficient manner.

Working in a fast-paced, varied environment, the role requires strong organisational skills, the ability to prioritise tasks, and clear, professional communication. As part of a 24/7 operation, the team ensures consistent and responsive service delivery at all times.

What you'll be getting up to

• Logging issues and quote requests into our Internal System, offering reassurance and support every step of the way.
• Building strong relationships with customers in the field
• Keeping customers informed about progress, updates and what's happening every step of the way. No one likes being left in the dark, so you'll make sure they always know what's going on!
• Dealing with queries and chasing updates, providing quick answers and follow-ups when needed.
• Supporting your colleagues when things get busy, sharing the load and making sure we all hit our targets together
• Providing unforgettable customer service that leaves a lasting impression, so customers will remember your name every time they call and expect nothing less than amazing service.
• Problem-solving every day, thinking outside the box to provide solutions that make customers' lives easier.
• Hitting Service Centre KPIs and smashing targets, helping us show what we're made of!
• Taking ownership of customer feedback, using it to continuously improve service and elevate the customer experience.
• Staying up to date with the latest product offerings, services and processes, so you're always ready to offer the best solutions to customers.
• No two days are the same - one moment you could be on a call, the next you're handling emails, participating in a TikTok (only if you are willing to participate!), or listening to our employees and giving them the chance to share their thoughts and feedback to continuously improve our service.

What we're looking for

The ideal candidate for this role will demonstrate behaviours that reflect our core values. Our colleagues are approachable and optimistic, focusing on solutions. We listen to understand client needs, delivering expert guidance and a high-quality service. We foster collaboration by sharing knowledge openly and supporting others to thrive by sharing well-considered feedback. We continuously strive for improvement by being open to challenge, being curious and focusing on innovation.

In order to excel in this role you need…

• Previous customer service experience
• Experience in an office or contact centre environment (bonus points!)
• Maths and English GCSE grade C/4 or above (or equivalent)
• A good understanding of facilities management (or the willingness to learn!)
• Top notch communication skills (both written and verbal)
• The ability to stay cool when things get busy and fast-paced
• Strong attention to detail
• A creative problem-solver who thinks outside the box
• Calm and composed under pressure, especially in urgent situations
• Proficient computer skills, including Word and Excel

Why join us?

We put people first - whether it's our customers or our colleagues. When you join us, you'll be part of a supportive team that values collaboration, innovation, and professional growth. We'll give you the tools and opportunities to succeed, while ensuring you feel valued every step of the way.

Our benefits

We aim to support our colleagues both professionally and personally. Here's a snapshot of what we offer:

• Job Type: We have two maternity cover positions available, with contracts running until April 2027 and September 2027 respectively.

• Salary: £26,227.50 per annum
• Location: Office Based initially in St Ives, Cambridgeshire, with hybrid working after successfully passing probation
• Working Pattern: You'll work on a fixed shift pattern, including weekends. Shifts alternate between early and late, with the following hours: Week 1: 07:30 - 15:30, Week 2: 10:30 - 19:30
• Annual Leave: 25 days holiday in addition to usual bank holidays.
• Wellbeing - Health cash plan, gym discounts, cycle to work scheme and an enhanced employee assistance programme
• Financial - salary sacrifice pension scheme and exclusive shopping discounts
• Family - we enhance statutory entitlements for family leave policies
• Community - volunteer days and religious holiday swaps
• Social - we host an annual conference to get the whole business together as well as our team of Social Champions who arrange regular events for inside and outside of work
• Development - We'll cover the cost of a professional membership fee, support your personal and professional development and provide you with access to our online learning library

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