Customer Service Advisor

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 9am7pm on weekdays and 8am4pm 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. Youll 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.

Youll be the knowledgeable, friendly expert who ensures every enquiry is handled with efficiency, accuracy, and care.

What youll 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 companys 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 Vivifys mission to improve community wellbeing and give communities access to local spaces.