Overview
VIVO provides facilities management and accommodation maintenance for the UK military and its partners. VIVO embodies both experience and innovation.
Job Req ID: 309933 | Posting Start Date: 29 May 2026 | Location: Aldershot, Hampshire, GB, GU11 2AA
Contract Type: Full Time
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.
Location: Aldershot, GU11
Working Hours: 40 hours per week, Monday to Friday 8:00 AM to 5:00 PM
Salary: £27,500 per year dependent on experience
Role
We’re looking for a Customer Experience Advisor to join our growing team and play a vital role in supporting families who rely on us. This is more than just a customer service role—it’s your opportunity to take ownership, build trust, and make a meaningful impact.
About The Role
When a family reaches out, they are often facing a challenge that matters deeply to them. In this role, you will act as their advocate and a key point of contact for military families, ensuring their concerns are understood, managed, and resolved with care, urgency, and professionalism.
This is a high-volume, fast-paced role where you will be handling a mix of inbound and outbound calls, as well as managing shared inboxes. You will balance multiple priorities while keeping customer expectations realistic and informed throughout the process.
You will take ownership of queries through to completion, working to resolve issues efficiently while preventing escalations and complaints. You will use tools such as Excel and internal systems to track progress and maintain accurate records.
What You’ll Need
• Strong, proven customer experience, particularly in roles involving regular telephone interaction and managing sensitive or challenging conversations. You are comfortable working under pressure and able to remain calm, professional, and solution-focused at all times.
• Demonstrated stability and commitment, with the ability to work independently using their own initiative. You will be proactive, a self-starter, and willing to learn, with a flexible approach to changing demands.
• Highly organised and capable of multitasking in a demanding environment without compromising quality. You are confident managing expectations and building rapport quickly, even in difficult situations.
• Proactive approach and accountability, taking pride in seeing tasks through to completion.
Note: A valid driving licence and access to a vehicle are required due to the location.
Clearance: You will be required to successfully obtain BPSS clearance as part of the onboarding process.
Benefits
* 6% employee matched pension contribution
* 25 days annual leave plus bank holidays
About 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 organisation that supports the needs of all. We will make reasonable adjustments at interview through to employment for candidates and 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.
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