Customer Service Administrator

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 we're looking for

• 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

Role Details 

• Location: Office Based initially in St Ives, Cambridgeshire, with hybrid working after successfully passing probation
• Reporting to: Team Manager
• Working Pattern: This role covers the hours of 7pm – 7am GMT, 365 days a year, on an rotating shift basis of 3 twelve hour shifts following by three days off across Monday to Sunday inclusive, with a 1-hour 30 minute unpaid lunch break each shift.

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.

Our Benefits

• 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

Salary

Minimum: 28227.5
Maximum: 28227.5
Currency: GBP
Pay period: Annual