At a Glance
- Tasks: Support schools and hirers, ensuring smooth bookings and compliance.
- Company: Join Vivify, a tech scale-up focused on community wellbeing.
- Benefits: Competitive salary, flexible remote work, and potential for contract extension.
- Other info: Fast-paced environment with opportunities for personal growth.
- Why this job: Make a real difference in your community while gaining valuable experience.
- Qualifications: Customer service experience and strong attention to detail required.
The predicted salary is between 38291 - 46801 £ per year.
Contract: 3-month temporary contract, with potential to extend
Shifts: Full-time shift work, including evenings and weekends
Reporting to: Customer Service Team Leader
Department: Customer Service Centre
Salary: £27,500 pro rata
About Vivify
Vivify is a tech scale-up and partners with schools across the country to hire out their under-utilised facilities outside of school hours, enabling them to generate much-needed revenue that can be invested back into their facilities, teachers, and student experience. Our social purpose remains at the heart of everything that we do. Our school partners are part of a movement to improve community wellbeing. Opening up school facilities for communities to get together can improve mental and physical wellbeing, boost confidence, tackle loneliness and help people feel more positive about life. Other benefits include providing a range of activities for people of all ages to get involved with, improve their skillset and discover new passions. These activities also help improve inclusivity in communities by bringing people from different backgrounds together.
The role
As a Customer Service Advisor, you will be responsible for providing support to our hirers, schools and internal teams from 9am–7pm on weekdays and 8am–4pm at weekends. The role will therefore require flexibility to work some evenings and weekends. This is a 3-month temporary contract, with the potential to extend depending on business requirements and performance. The role will be based in Manchester for the majority of the working week, with the flexibility to work remotely on occasion. You will be responsible for ensuring an excellent experience for our hirers and school partners while maintaining the highest standards of compliance and data accuracy. You’ll work at pace to process large volumes of queries through our CRM, ensuring all documentation — such as safeguarding and insurance certificates — is verified and recorded correctly before bookings proceed. You’ll be the knowledgeable, friendly expert who ensures every enquiry is handled with efficiency, accuracy, and care.
What you’ll be doing
- Customer and Hirer Support
- Respond promptly to incoming emails, calls, and live chats through our CRM (HubSpot), ensuring all interactions are handled accurately and in line with company compliance standards.
- Support hirers with booking enquiries, venue availability, amendments, cancellations, and bespoke venue use queries.
- Manage high-volume workloads efficiently, maintaining quality and accuracy in every interaction.
- Liaise with schools, operations teams, and other departments to resolve queries quickly and ensure compliance checks are complete before bookings are confirmed.
- Take ownership of each query from start to finish, following up to ensure clear communication and resolution.
- Compliance and Documentation
- Verify that all hirers have provided valid safeguarding documentation, Public Liability Insurance, and any other required compliance materials before their booking takes place.
- Maintain accurate and secure records of all hirer and venue information to ensure full traceability and compliance with company policies.
- Enforce the company’s ‘No Pay, No Play’ policy to ensure bookings only proceed with verified payment and compliant documentation.
- Escalate any non-compliance or data discrepancies to the Team Leader promptly.
- Support the continuous improvement of internal processes to enhance accuracy, efficiency, and compliance monitoring.
- Administrative Accuracy and Data Management
- Update and maintain school and facility details in the booking system, ensuring all information is correct, complete, and compliant.
- Process booking changes or cancellations in line with company policies and document all actions accurately.
- Contribute to maintaining up-to-date records and reports that support operational compliance and customer satisfaction tracking.
About you
- Experience in delivering exceptional customer service in a fast-paced environment.
- Strong attention to detail and a commitment to accuracy and compliance.
- Experience verifying or processing safeguarding or insurance documentation is desirable but not essential.
- Excellent written and verbal communication skills, with confidence handling customer queries directly.
- Experience using CRM systems (HubSpot preferred) and telephony platforms such as Aircall.
- A self-starter with strong organisational and time management skills.
- Adaptable and comfortable working at pace across varied shift patterns, including evenings and weekends.
- Aligned with Vivify’s mission to improve community wellbeing and give communities access to local spaces.
Customer Service Advisor in Manchester employer: Vivify Venues
At Vivify, we prioritise the health and happiness of our people, fostering a collaborative work culture that encourages continuous development. As a People Assistant in Manchester, you'll enjoy a dynamic role with real ownership, contributing to meaningful initiatives that enhance employee engagement and retention. With a focus on professional growth and a supportive environment, Vivify offers an exciting opportunity to make a tangible impact while enjoying a competitive salary and bonus structure.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Advisor in Manchester
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Vivify Venues.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Vivify Venues. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Customer Service Advisor in Manchester
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Vivify Venues.
How to prepare for a job interview at Vivify Venues
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Vivify Venues's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Vivify Venues offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
