Vantify
Client Experience Coordinator
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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. Compliance. Connected.
About the Role
As a Client Experience Coordinator, you will act as the dedicated point of contact for our prestige properties, providing a premium, relationship-led service that goes beyond traditional Service Desk support.
You will take ownership of customer-raised jobs from inception through to completion, ensuring occupiers receive clear, timely and meaningful communication throughout the lifecycle of every request. Working closely with occupiers, site teams, service providers and client managers, you will proactively manage service delivery, coordinate escalations and champion an exceptional customer experience.
Operating as an extension of the Facilities Management team, you will build trusted relationships, understand customer needs and ensure service excellence is delivered consistently across the client’s properties.
What You’ll Be Getting Up To
Customer Ownership & Relationship Management
- Act as the primary point of contact for occupiers within assigned prestige buildings.
- Build strong, professional relationships with customers, understanding their business needs, priorities and communication preferences.
- Take ownership of customer raised jobs, ensuring a seamless experience from inception through to completion.
- Deliver an exceptional customer experience that builds trust, confidence and long-term relationships.
- Manage customer expectations through proactive communication and regular updates.
Service Coordination & Delivery
- Track and manage customer requests using our internal systems, ensuring information is accurate and complete.
- Coordinate service delivery activities across multiple stakeholders including service providers, site teams and client managers.
- Monitor jobs throughout their lifecycle, ensuring actions are progressing in line with service level agreements.
- Proactively chase service providers for attendance updates, progression and completion.
- Review and validate contractor updates, ensuring information provided is accurate.
- Challenge incomplete delayed or unclear responses to ensure customers receive meaningful updates.
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Communication & Customer Experience
- Provide regular, timely and intelligible updates to customers throughout the lifecycle of each job.
- Ensure customers are never left uncertain about the status of their request.
- Handle customer queries, concerns and escalations professionally and efficiently.
- Gather customer feedback and use insights to drive service improvements.
SLA & Escalation Management
- Monitor service delivery against agreed service level agreements and performance measures.
- Identify jobs at risk of SLA failure and coordinate appropriate escalation activities.
- Escalate service issues where customer impact is increasing or service delivery is falling behind expectations.
- Support operational teams in resolving complex or sensitive customer issues.
Operational Improvement
- Share insights with Facilities Management teams to support continuous improvement initiatives.
- Contribute to service reviews and performance reporting activities.
- Support the development of customer experience best practice across the organisation.
- Stay up to date with company services, operational processes and customer experience initiatives.
- Ad-hoc attendance at our clients sites.
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.
Essential Skills & Experience
- Experience within customer service, facilities management, service desk, property management or operational coordination environments.
- Strong relationship-building and stakeholder management skills.
- Excellent verbal and written communication skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Strong organisational and administrative skills.
- Experience managing customer expectations and resolving issues effectively.
- Confident using internal systems and technology platforms.
- Strong attention to detail and commitment to service excellence.
- Good level of Maths and English i.e. grade C/4 and above
Desirable Skills & Experience
- Experience working within Facilities Management or Property Services.
- Understanding of service level agreements (SLAs) and performance metrics.
- Experience coordinating third-party suppliers or contractors.
- Knowledge of CAFM systems or job management platforms.
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Behaviours & Attributes
- Customer-focused with a passion for delivering exceptional service.
- Proactive and solutions-oriented approach.
- Strong sense of ownership and accountability.
- Professional, confident and resilient.
- Collaborative team player.
- Commercially aware and operationally minded.
- Able to challenge constructively and influence outcomes.
- Committed to continuous improvement.
The Client Experience Desk
The Client Experience Desk is a service operating within our Service desk, providing named ownership, proactive communication, contractor coordination and SLA governance for prestige buildings. Acting as an extension of the FM team, the service ensures occupiers receive a seamless, relationship led experience while all operational delivery remains managed through our established systems, processes and contractual SLAs.
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: £30,000 per annum
- Job Type: 12 month fixed term contract
- Location: Office-based with an expectation to operate from client sites as ad hoc
- Working Pattern: 37.5 hours per week across Monday to Friday from 9am – 5:30pm
- 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 and religious holiday swaps
- 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
30000 - 30000 GBP (yearly)
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