Ventrica
Customer Service Advisor - Housing
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Member Services Executive
We’re looking for a passionate and proactive Member Services Executive to be a champion for our members and site users. In this role, you'll deliver outstanding support across multiple channels including phone, email, and live chat, ensuring all queries are resolved promptly and professionally.
You’ll provide product and technical guidance and collaborate with internal teams including Account Management, Technical Support, Finance, and Compliance to deliver a seamless and exceptional customer experience.
Please note, this role is a fixed term contract until 30/06/2027.
What You’ll Be Doing:
- Deliver outstanding customer service in a friendly, professional, and efficient manner.
- Resolve customer enquiries within agreed service levels and response times.
- Maintain accurate and up-to-date customer records and communications.
- Use support tools such as Zendesk to manage tickets, track queries, and maintain service quality.
- Liaise with internal departments such as Finance, Sales, and Technical Support to resolve customer issues.
- Proactively identify areas for service improvement and contribute to solution development.
- Investigate and resolve queries or complaints promptly, escalating when needed.
- Manage customer expectations with clear, honest, and timely communication.
- Monitor and review customer details to pre-empt issues and engage proactively.
- Support general administrative tasks and contribute to operational efficiency.
- Assist with ad hoc projects, including new product rollouts and process enhancements.
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What You’ll Bring:
- A genuine passion for delivering exceptional customer service and building long-term relationships.
- Hands-on experience using Zendesk or a similar ticketing system.
- Excellent attention to detail with a problem-solving mindset.
- Ability to thrive in a fast-paced, high-volume environment.
- Clear, confident communicator — both verbally and in writing.
- Technical mindset, comfortable adopting and learning new technologies and tools.
- Highly organised, self-motivated, and proactive.
- Positive attitude, flexible approach, and a strong team player.
- Reliable with a strong attendance record.
- Previous experience in a customer-facing or support role within a dynamic environment.
Working Hours and Location:
- Full time - 37 hours per week
- Monday to Thursday 09:00-17:30 & Friday 09:00-17:00
- This role is remote, but you must be based in the UK whilst working
Hardware & Software Requirements:
Windows
- MUST be a Windows 11 compatible machine, but MUST also be equipped with the following:
- Windows 11 25H2 or later
- 8th Generation (or later) Intel i5 processor or 3rd Gen (or later) AMD Ryzen processor
- 16GB RAM Minimum
- 15GB+ Free Storage Space
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Apple/macOS
- MUST be equipped with the following:
- macOS 14 (Sonoma) or later
- 16GB RAM Minimum
- 15GB+ Free Storage Space
Please note: We do not allow Chromebooks or support Windows devices running in ‘S Mode’.
Mobile Phone
- You MUST have an Apple or Android smartphone equipped with either iOS 18.0 (or later) or Android version 14.0 (or later). This is required as part of the multi-factor authentication setup to safeguard your Ventrica account.
Minimum Speed Requirements:
- Ping ms Maximum 20ms
- DOWNLOAD Mbps Minimum 20 MBps
- UPLOAD Mbps Minimum 5Mbps
Please be advised we do not support any connection based on mobile networks
Who are Ventrica?
At Ventrica, we don’t just meet customer expectations—we exceed them. We’re a company fuelled by passion for technology and customer service, boldness in how we innovate, and trust in the relationships we build with clients and customers alike. As we continue to grow, we are looking for passionate individuals who can help shape the future of customer service with bold ideas and a commitment to excellence.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
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