Customer Service Administrator - Nights

Vantify; United Kingdom; Hybrid; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Salary £28,227.50 per annum

Hybrid working after probation

3 nights on, 3 nights off pattern

25 days annual leave

Wellbeing benefits

Development opportunities

Cycle to work scheme

Job summary

Vantify in the UK is seeking a highly organised Customer Service Administrator to join our dedicated nights team. You’ll deliver exceptional service to over 10,000 properties nationwide, liaising with tenants, landlords, facilities managers and engineers to resolve issues and set the standard for world-class support.

You’ll log issues in our internal system, build strong relationships, keep customers updated, and work with night shift colleagues to meet KPIs and maintain service levels.

Qualifications

• Experience in customer service within an office or contact centre environment.
• GCSE Maths and English at grade C/4 or above (or equivalent).
• Good understanding of facilities management or willingness to learn.

Responsibilities

• Log issues and quote requests in the internal system, offering reassurance and support.
• Build strong relationships with customers, contractors and site teams during night shifts.
• Keep customers informed about progress and overnight activity.
• Handle queries and chase updates with prompt follow ups.
• Collaborate with night shift colleagues to maintain service levels.
• Deliver unforgettable customer service and resolve urgent issues efficiently.

Skills

Customer service

Call centre experience

GCSE Maths & English

Facilities management knowledge

Communication skills

Calm under pressure

Attention to detail

Creative problem solving

MS Word

MS Excel

Education

GCSE Maths & English

Tools

Microsoft Word

Microsoft Excel

Job description

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 vantages 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

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: £28,227.50per 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