About Ctrl Hub
Ctrl Hub is an ISO 27001 certified SaaS platform purpose-built for the utilities, infrastructure and civil engineering sectors. We help network operators and their supply chains manage contractor compliance, workforce operations and supply chain oversight through a single, integrated platform, removing the administrative burden that comes with running complex, multi-contractor programmes of work.
The company is well established, having been trading for almost ten years. We are at an exciting time in our development, as we continue rolling out a significantly upgraded version of our platform and growing our customer base.
The Role
We are looking for a motivated and organised Customer Success Admin Assistant to join our growing team. In this role, you will be central to keeping the Customer Success team running smoothly — organising the team's workload, allocating actions and tasks, and ensuring nothing falls through the cracks as we support our customers on the Ctrl Hub platform.
You will take ownership of our ticket boards, monitoring queues, prioritising incoming requests, and ensuring SLAs are consistently met. You'll work closely with the Head of Customer Success, attending team meetings, tracking action items, and following up to make sure commitments to customers and internalstakeholders are delivered on time.
This is a varied, hands-on role supporting the wider Customer Success function, with plenty of scope to grow. As you build your product knowledge, there will be opportunities to take on more technical responsibilities such as assisting with platform configuration, forms and workflow setup if you want to progress in that direction.
Duties
- Organise and coordinate the day-to-day workload of the Customer Success team
- Allocate actions and tasks to team members, and track progress to completion
- Manage and maintain ticket boards, ensuring accurate prioritisation and SLA compliance
- Monitor SLA performance and flag risks or breaches proactively
- Attend team and customer meetings, capturing actions and following up as needed
- Support the Head of Customer Success with administrative tasks, reporting, and process improvements
- Act as a point of coordination between Customer Success, Product, Engineering, and Support teams
- Build product knowledge over time, with the option to progress into more technical aspects of customer success (e.g. platform configuration, forms and workflows)
Requirements
- Highly organised, with strong attention to detail and the ability to juggle multiple priorities
- Comfortable working with ticketing/support tools and tracking SLAs
- A clear communicator, confident attending meetings and following up on actions
- Proactive, customer-focused mindset
- Eager to learn the product and grow into a more technical role over time
- Prior experience in a customer success, support, or admin coordination role is a plus, but not essential
- Experience with CRM tools (Ctrl Hub uses HubSpot) for account management and reporting
- Familiarity with the utilities, infrastructure, civil engineering or regulated sector context is desirable
Personal Attributes
- Genuinely customer-centric – motivated by helping customers succeed and building lasting relationships.
- Proactive and solutions-oriented – spots issues before they become problems and takes ownership of resolution.
- Detail-conscious – understands that in regulated industries, precision and communication matters.
- Resilient and adaptable in a growth-stage environment where priorities can shift.
- Collaborative team player who communicates openly and supports colleagues.
Tools & Working Environment
- You will work within Ctrl Hub’s established tooling and process environment:
- HubSpot – CRM and account management
- Notion – documentation, project tracking and knowledge base
- Strety – business management platform
- Slack and standard productivity tooling for communication and collaboration
- The role will be office based in Gateshead. Occasional travel to client sites across the UK will be required. All
- work is conducted within Ctrl Hub’s ISO 27001 certified information security management system.
What We Offer
- A high-impact role with responsibility for customer outcomes at a growing SaaS company
- Exposure to some of the UK’s most significant utilities and infrastructure programmes
- A collaborative, technically ambitious team that cares deeply about quality and outcomes
- Clear progression path within the Customer Success function as the team grows
- Competitive salary commensurate with experience
To apply, please send your CV and a brief covering note explaining your interest in Ctrl Hub and your most
relevant experience to:
[email protected]
We review applications on a rolling basis. Early applications are encouraged.
Ctrl Hub Limited is an equal opportunities employer. We welcome applications from candidates of all background
Pay: From £13.00 per hour
Benefits:
- Company events
- Company pension
- Free parking
- On-site parking
Work authorisation:
- United Kingdom (required)
Willingness to travel:
Work Location: In person
