Customer Case Handler

2 weeks ago


Aldershot, United Kingdom Serco Plc Full time

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.

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Location: Aldershot*
**Permanent/ Full time, 40 hours per week**
**Salary: £25,000**

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Key Purpose:*

Ensure that families get the additional help, support and communication they need when things don’t go to plan and.
To make sure that when a family has been failed (for example when we miss appointments, or don’t agree follow-on work following an initial visit) we take control of the issue and book the appointments and brief the customer, before it becomes a complaint.

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Key Accountabilities:*

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Ensure a superior end to end case management approach is delivered
- Work with Pinnacle Case Officers and VIVO Schedulers, and other stakeholders as identified, to ensure cases are successfully managed through to conclusion and to the families satisfaction
- Maintain case tracker to ensure at all times the progress of cases is known
- Foster collaborative relationships with all stakeholders to develop a mutual understanding on case management processes and facilitate effective resolution
- Attend daily and weekly governance meetings to advise on progress and drive performance

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Essential Skills:*

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Competence in domestic or commercial building/facilities/estate maintenance
- Confidence in data analysis, use of spreadsheets, and system-based work
- Strong customer experience focus, based upon empathy and a drive to help

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Please note, in order to be considered for this position, you must be able to pass BPSS security clearance.*

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VIVO Defence Services*

**Job Types**: Full-time, Permanent

**Salary**: £25,000.00 per year


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