VIVO provides facilities management and accommodation maintenance for the UK military and its partners. VIVO embodies both experience and innovation.
What we do
We put our Customers and Families First. They are the driving force behind everything we do. We drive forward improvements for them to ensure the service they receive, whether reactive repairs or a major project, is completed safely and on time. In order to achieve this, we have 4 core values: open, caring, agile, and collaborative. These are at the heart of everything we do.
Contract Type: Full Time, Permanent
Location: Based at our office in Aldershot, GU11 2HL
Working Hours: 40 hours per week, Monday to Friday (8:00AM – 5:00PM)
We are currently recruiting for a Customer Experience Advisor to be based at our site in Aldershot.
Your main responsibility will be assisting families in getting the additional help, support, and communication they need for a responsive resolution and proactive customer outreach.
Working as part of a team, you will be responsible for ensuring the successful outcome of fast feedback by gathering insights from families. You will take ownership of outstanding actions, seeing them through to completion by raising additional orders, liaising with operational teams, booking appointments, and confirming family satisfaction with the outcome.
Reporting to the Customer Experience Team Leader, you will triage complaints, acknowledging them on behalf of VIVO, confirming the cause of dissatisfaction, and advising on next steps. You will own the classification of incoming complaints to ensure accurate logs are held by both VIVO, Pinnacle, and the DIO. You will also support the closure of complaints, confirming family satisfaction to avoid any delays due to outstanding actions.
Key Responsibilities:
* Provide wrap-around care to our service families and follow through to completion
* Contact 100% of complaints within 1 working day of report from Pinnacle
* Highlight behavioral trends
* Suggest ideas for continuous improvement of service
* Manage escalations and fast feedback
* Take calls from internal customers and provide a resolution
* Generate reports
* Other ad-hoc duties
Although you will be responsible for the management of individual cases, this role will see you building relationships within the operational teams to ensure optimal customer experience and service.
What you’ll need:
You will need to be a confident communicator, with experience speaking on the phone or in a call center environment. This role will include using a range of computer systems and technology, so you must be proficient in Microsoft packages including Word, Outlook, Teams, and Excel. Experience operating within either an MOD or Construction/Property Maintenance environment is desirable.
What we offer:
* Up to 6% contributory pension scheme
* 25 Days annual leave
* Volunteer leave
* One paid professional subscription
* Life Assurance Policy
* Employee discount and reward schemes
* Interesting, varied, and enjoyable work
* A company that recognizes your contribution
* Training opportunities and qualifications within a supportive environment to ensure career progression
VIVO Defence Services
The role you have applied for is with VIVO Defence Services, a joint venture between Serco and EQUANS. By applying for this role, please be aware that information contained within your CV may be shared between VIVO Defence Services, Serco, and EQUANS during the recruitment process.
At VIVO, we are committed to building a diverse and inclusive organization that supports the needs of all. Therefore, we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool.
We are open to discussions around flexibility and flexible working and operate a hybrid work structure in many of our business areas. We are proudly a Disability Confident Leader. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview. If candidates wish to request extra time to apply, they should contact 0345 010 4000 and ask to speak to a VIVO Recruiter.
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