Helpdesk Coordinator

VIVO, a 50:50 joint venture between Serco and EQUANS, has been awarded places on the Defence FM and Housing Maintenance framework contracts.

VIVO embodies both experience and innovation. It combines Serco’s comprehensive track record delivering engineering, technical and FM services to the UK MOD for over 55 years with EQUANS’ market leading FM, energy, asset optimisation and regeneration capabilities.

**Location: RAF Fairford, Gloucestershire, GL7 4DL**

**Term: Full Time/Perm**

**Salary: £21,500 - £23,500 p.a**

This is an exciting opportunity for a motivated and ambitious Helpdesk Coordinator to play a pivotal role in a brand-new Customer Services Helpdesk.

The Helpdesk Coordinator will be responsible for delivering excellent customer services, managing all scheduling provisions and acting as a focal point for all maintenance activities across the estate.

**Key Accountabilities**:

- Handle inbound telephone calls within contractual SLAs in a professional manner
- Proactively co-ordinate the delivery of all workflow to a team of on-site operatives, adhering to safe working practices at all times
- Ensure that systems are updated within prescribed timescales and utilised to their full capability to ensure maximum efficiency
- Raise and manage Service Requests in the CAFM system
- Handle complaints and escalate where appropriate
- Provide an excellent customer experience
- Achieve all internal KPIs and quality requirements
- Communicate effectively both formally and informally
- Support continuous improvement to ensure that the Helpdesk is future proof, operates at its optimum level and adopts a lean environment
- Participate in projects that are operationally attached to the Helpdesk
- Ensure all site security requirements are adhered to
- Ensure all site health and safety requirements are adhered to

**What you’ll need to do the role**:
**Experience**
- Experience of working within a Customer Services Helpdesk or scheduling environment
- Experience in dealing with complex and challenging customers
- Ability to perform consistently to key metrics and tight timescales
- Proven track record of delivering and maintaining quality outcomes for customers
- Good knowledge of helpdesk technology including telephony, omnichannel and CAFM systems

**Knowledge and Skills**
- A commitment to delivering excellent customer service whilst maintaining high levels of quality and accuracy at all times
- Ability to communicate to an excellent standard both verbally and in writing
- Must pass appropriate clearance for the role (SC Level)
- Excellent IT skills (Microsoft packages)

**Noteworthy Points**:

- The role holder will work shifts between the core operational hours of Monday - Friday from 8am - 4.30pm, although some weekend and evening support may be required.
- You will be required to attend an initial week long training session in Liverpool between November 14th - December 1st.
- In order to be considered for this position, you must be able to pass SC security clearance.

**VIVO Defence Services