Growth and Customer Administrator

Length of contract: Permanent

Salary: £27,000 rising to £29,000 on successful completion of probation period plus contributory pension scheme with employer matched contributions of 4%–5%

Hours: 35 hours per week, flexitime friendly

Responsible to: Head of Customer

Line management: None

Location: This position is currently based remotely with the occasional day in the London office and travel to UK based events as required.

About the Role

This is a hands‑on role sitting at the centre of our Growth and Customer team. We work across several distinct workstreams including our Social Value Insight platform (SaaS), consultancy projects, and our Retrofit Credits programme. You will help ensure a consistent, high‑quality approach to sales coordination and customer success across all three.

Retrofit Credits is HACT’s programme enabling housing providers to generate verified carbon and social value credits from retrofit activity. It is an important and growing part of our work, and this role will support the consistent delivery of a high‑quality customer experience, building on the customer success practices already established across our platform and consultancy work.

You will be involved throughout the customer lifecycle, from coordinating sales activity and managing enquiries through to supporting onboarding and ongoing customer engagement across all three workstreams. The role involves working closely with colleagues across the Growth and Customer team, as well as communicating directly with external customers and partners.

It is a varied role that suits someone who is organised, reliable, and takes genuine satisfaction in delivering a high standard of customer experience.

Key Responsibilities

• Sales and Commercial Support
• Maintain and update our CRM, keeping pipeline data accurate, opportunities tracked and activity logged
• Support proposal preparation, documentation and follow‑ups across platform, consultancy and Retrofit Credits
• Help coordinate sales activity, including scheduling meetings, managing enquiries and tracking leads
• Assist with monitoring commercial performance across workstreams, flagging gaps or risks to the team
• Customer Success and Account Support
• Support onboarding of new customers and programme participants, helping to deliver a consistent, high‑quality experience across workstreams
• Coordinate customer communications including emails, check‑ins, surveys and renewal or re‑engagement reminders
• Help monitor customer engagement and health, flagging any concerns to the relevant team member
• Manage onboarding documentation, data collection and accurate record‑keeping
• Contribute to developing and refining customer success processes
• Data
• Keep data accurate and up to date across CRM and internal systems
• Support reporting and performance tracking as needed
• Help ensure information is well organised and accessible to the team
• Wider Team Support
• Support teams with meeting preparation, note‑taking and following up on actions
• Support external communications including updates, newsletters and event materials
• Help with webinars, partner engagement and events as needed

What We’re Looking For

• Highly organised and reliable, you follow things through and do not let tasks drop
• Comfortable working with systems, including CRMs and spreadsheets
• A clear and professional communicator, written and verbal
• Able to manage a range of tasks and priorities across different workstreams simultaneously
• Proactive and willing to take ownership of day‑to‑day coordination
• Interest in social housing, sustainability, social value or the charity and voluntary sector
• Some familiarity with sales or customer success processes
• Curiosity about and experience of how AI and automation tools can improve day‑to‑day working

What This Role Offers

• Broad exposure to sales, customer success and programme delivery across multiple workstreams from day one
• The chance to contribute to building and improving ways of working as we continue to grow
• Strong foundations in commercial coordination within a small, expert, purpose‑driven team
• Clear scope to develop confidence and take on more responsibility over time

Why Join HACT

We’re a small, expert team doing work that genuinely matters. HACT sits at the heart of the social housing sector, and the tools and programmes we build have real impact on housing providers, their residents and the communities they serve.

This is a new role, which means you’ll have real scope to shape how things work – building processes, improving how we coordinate across teams, and making the role your own as we grow. You won’t be slotting into a rigid structure; you’ll be helping to build one.

We work remotely and flexibly, and we trust our people to get on with it. If you want to work somewhere purposeful, collaborative, and genuinely open to new ideas, we’d love to hear from you.

Our Values and Behaviours

Innovation, collaboration and insight aren’t just words on our website – they describe how we actually work. We bring curiosity to everything we do, we’re open to better ways of doing things, and we work best when we work together.

We care about the work, we care about the sector we serve, and we care about the people we work with. Everyone at HACT is expected to contribute to a culture that is safe, inclusive and respectful – for colleagues, customers, partners and communities.

Up to 5% matched contribution to the HACT pension with life insurance

27 days paid annual leave per year (3 compulsory days leave between Christmas and New Year) rising to 30 days after three years, plus 8 days for Bank Holidays

BYOD payment annually and access to interest‑free loans for personal equipment

Access to an Employee Assistance Programme and a range of health and wellbeing support

HACT staff work remotely. Our entire team is home‑based, but we have a small office near London Bridge. Flexible working and support to make the most of home working

About HACT

It’s what we’ve always done. As the charity of the social housing sector, these are the core values that have driven the transformation and development of housing providers for over 60 years.

We believe the provision of housing is about more than just bricks and mortar – it’s about enhancing people’s lives.

By partnering with organisations across the housing sector, we drive value for residents and communities through insight‑led products and services which encourage innovation and foster collaboration.

HACT is committed to creating a safe, inclusive and respectful environment for colleagues, customers, partners and communities. All employees are expected to contribute to this culture and uphold HACT’s safeguarding and equality commitments.