Client Services Administrator

At CVS Veterinary Group, our purpose is to provide the best possible care to animals. Our vision is to be the veterinary company people most want to work for.

We are an international integrated veterinary services provider which delivers to clients through four business areas; our veterinary practices, diagnostic laboratories and e-commerce division. Our success is derived from the passion our people have for animals and for making pets a priority, it's what is at the heart of our work, every day.

Summary of role:

The Client Services Administrator supports the Regional Facilities Managers and Facilities team in the delivery of facilities management services across all CVS sites; ensuring that service requests, maintenance activities, and compliance tasks are effectively tracked and progressed.

The role acts as a key support link between clients, helpdesk teams, and service providers to ensure smooth day-to-day operations and high levels of service delivery and management reporting. Ensuring FM systems, information and processes are accurate and complete. 

This role is based at our Head Office in Diss (hybrid working available)

Key Responsibilities:

• Act as a first point of contact for client queries and service requests, providing timely updates on job status and progress.
• Support client relationships through clear, responsive communication.
• Work closely with the Arcus helpdesk team to coordinate service delivery.
• Monitor work orders to ensure SLA compliance and follow up on outstanding jobs, escalating issues where required.
• Coordinate local contractor requests, maintain trackers, monitor costs and support invoice processing.
• Ensure contractor and site information is communicated accurately and promptly.
• Track compliance remedial actions and maintain accurate records of certificates, inspections and reports.
• Manage contractor documentation, including RAMS, certifications and insurance records.
• Support audit and inspection preparation activities.
• Assist with tracking compliance progress and producing monthly performance reports.
• Identify and communicate trends, risks and recurring issues to the wider FM team.
• Maintain accurate records of works, costs and key operational activities.
• Keep FM department records up to date and support purchase order, capex and spend tracking.
• Manage multiple administrative tasks while ensuring accuracy and attention to detail.

Key Skills Required:

• Strong organisational skills, with the ability to coordinate multiple tasks and prioritise effectively 
• Clear and professional communication skills, with a customer-focused approach to stakeholder support 
• Proactive and solution-oriented, with the ability to follow up actions and resolve issues efficiently 
• Ability to work collaboratively with internal teams, contractors, and site contacts 
• Excellent attention to detail and accuracy when maintaining records, trackers, and system data 
• Strong IT skills including Excel, Power BI, Powerpoint 
• Familiarity with CAFM systems such as Verisae is desirable 
• Experience in facilities management, helpdesk support, or administrative coordination, ideally within a fast-paced service environment desirable 

We offer a range of company benefits including:

• 6 weeks leave a year (5 weeks annual leave + Bank Holidays or equivalent time off)
• Buy/Sell holiday scheme
• Health cash plan – money saved on everyday health treatments
• A range of flexible benefits to suit your needs, including discounted gym membership, childcare vouchers and much more!

CVS is committed to being a fully inclusive place to work where all our colleagues are encouraged and supported to be themselves, where difference is celebrated and where everyone feels able to deliver their best. We are also determined to build a workforce that is more representative of our diverse communities and the people we provide our services to.