At a Glance
- Tasks: Deliver exceptional customer service to over 10,000 properties across the UK during night shifts.
- Company: Join Vantify, a forward-thinking company revolutionising compliance and customer service.
- Benefits: Enjoy competitive salary, hybrid working, generous leave, and wellness support.
- Other info: Dynamic work environment with opportunities for personal and professional growth.
- Why this job: Be part of a team that values collaboration, innovation, and making a real impact.
- Qualifications: Previous customer service experience and strong communication skills are essential.
The predicted salary is between 31500 - 38500 £ per year.
About us
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 vantage 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.
About the role
We're looking for a highly organised and thorough Customer Service Administrator to join our dedicated nights team. You'll be at the forefront of delivering exceptional customer service to over 10,000 properties across the UK, including both residential and commercial sites. Whether it's liaising with tenants, landlords, facilities managers, or engineers, you'll be solving problems, offering reassurance, and ensuring every interaction sets the standard for world-class service.
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, contractors and site teams, providing support throughout the night shift.
- Keeping customers informed about progress, updates and overnight activity, ensuring they always know the status of their requests.
- Dealing with queries and chasing updates, providing quick answers and follow-ups when needed.
- Working closely with night shift colleagues and operational teams to ensure customer requests are managed effectively and service levels are maintained.
- 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.
- Meeting Service Centre KPIs and performance targets, helping to deliver a consistently high standard of overnight service.
- 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.
- Monitoring and managing out of hours and emergency requests, ensuring urgent issues are prioritised, escalated and resolved in line with agreed procedures.
No two nights are the same. One moment you could be managing urgent customer requests, the next coordinating contractors, handling emails or supporting service escalations to keep operations running smoothly throughout the night.
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:
- Salary: £28,227.50 per annum
- Location: Office Based initially in St Ives, Cambridgeshire, with hybrid working after successfully passing probation
- Working Pattern: You'll work a fixed shift pattern of three nights on, three nights off as we provide 24/7 support to our clients to keep services running seamlessly.
- Annual Leave: 25 days holiday in addition to usual bank holidays.
- Wellbeing - Health cash plan, company sick pay scheme, gym discounts, cycle to work scheme, mental health first aiders and an enhanced employee assistance programme
- Financial - Salary sacrifice pension scheme, exclusive shopping discounts, EV Salary Sacrifice scheme, access to affordable ways to buy white goods and tech
- Family - We enhance statutory family leave entitlements, run charity events throughout the year to support our charity partner Mind, provide group life insurance and offer a one off two week paid life event leave after five years of service.
- Community - Volunteer days, religious holiday swaps and proud Bronze Award status under the Armed Forces Covenant Employer Recognition Scheme, reflecting our commitment to supporting veterans, reservists, service leavers and military families.
- 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
Customer Service Administrator - Nights employer: Vantify
Vantify is an exceptional employer that prioritises its people, offering a supportive and collaborative work environment where innovation and professional growth are at the forefront. As a Customer Service Administrator in St Ives, you'll enjoy a fixed night shift pattern with generous benefits including 25 days of annual leave, a health cash plan, and opportunities for personal development, all while being part of a mission-driven team dedicated to transforming compliance for clients across the UK.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Administrator - Nights
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Vantify. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Vantify before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Administrator - Nights
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Vantify:Your cover letter is your chance to shine! Tell us why you want to work at Vantify specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Vantify!
How to prepare for a job interview at Vantify
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
