At a Glance
- Tasks: Coordinate sales and customer success activities across innovative projects in a remote setting.
- Company: Join HACT, a purpose-driven charity at the heart of social housing.
- Benefits: Enjoy a competitive salary, flexible working, and generous annual leave.
- Other info: Shape your role and contribute to meaningful change in communities.
- Why this job: Make a real impact in social housing while developing your skills in a supportive team.
- Qualifications: Organised, reliable, and interested in social value and customer success.
The predicted salary is between 27000 - 29000 £ per year.
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.
Ready to apply? Please send a covering letter and a copy of your CV to the hiring manager, Lara Phelps.
Growth & Customer Success Coordinator - Remote in London employer: Lintel Trust And Hact
HACT is an exceptional employer that prioritises meaningful work and employee well-being, offering a flexible remote working environment with opportunities for personal and professional growth. As part of a small, expert team dedicated to social housing, you will have the chance to shape processes and contribute to impactful projects while enjoying generous benefits such as a matched pension scheme, ample annual leave, and comprehensive health support.
StudySmarter Expert Advice🤫
We think this is how you could land Growth & Customer Success Coordinator - Remote in London
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect with potential colleagues on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its values. Understand their mission and how your skills align with their goals. This will help you stand out as someone who genuinely cares about the role and the organisation.
✨Tip Number 3
Practice your pitch! Be ready to explain why you're the perfect fit for the Growth & Customer Success Coordinator role. Highlight your organisational skills and experience in customer success processes to show you mean business.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can go a long way in leaving a positive impression. Plus, it shows that you’re proactive and genuinely interested in the position.
We think you need these skills to ace Growth & Customer Success Coordinator - Remote in London
Some tips for your application 🫡
Tailor Your Cover Letter:Make sure your cover letter speaks directly to the role of Growth & Customer Success Coordinator. Highlight your relevant experience and how it aligns with our mission at HACT. We want to see your personality shine through!
Showcase Your Organisational Skills:Since this role is all about coordination, give us examples of how you've successfully managed multiple tasks or projects in the past. We love seeing how you keep things organised and on track!
Be Clear and Professional:When writing your application, keep your language clear and professional. We appreciate good communication skills, so make sure your written words reflect that. Remember, first impressions count!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep everything organised and ensures your application gets the attention it deserves. We can't wait to hear from you!
How to prepare for a job interview at Lintel Trust And Hact
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the Growth & Customer Success Coordinator role. Familiarise yourself with the key responsibilities and how they align with your skills. This will help you articulate how you can contribute to the team and the organisation's mission.
✨Showcase Your Organisational Skills
Since this role requires a high level of organisation, be prepared to discuss specific examples from your past experiences where you've successfully managed multiple tasks or projects. Highlight any tools or systems you've used, like CRMs or spreadsheets, to keep everything on track.
✨Communicate Clearly and Professionally
As a clear communicator, you'll need to demonstrate your written and verbal communication skills during the interview. Practice articulating your thoughts concisely and professionally, and consider preparing a few questions to ask the interviewer that reflect your interest in the role and the company.
✨Express Your Passion for Social Value
This position is all about making a positive impact in the social housing sector. Be ready to share your thoughts on social value, sustainability, and how you see yourself contributing to HACT's mission. Showing genuine enthusiasm for the work will set you apart from other candidates.
