Helpdesk Team Leader Liverpool

3 months ago


Liverpool, 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.

**Contract Type**: Permanent

**Location**: Liverpool, L24 9HJ

**Working Hours**: 40 hours per week, Monday to Friday, shifts between 8am to 6pm

**Salary**: £28,000

Here at VIVO we are looking for a motivated and ambitious Helpdesk Team Leader to play a pivotal role in a brand-new Customer Services Helpdesk.

Your Key duties will be to;
Act as first point of escalation for helpdesk coordinators
Act as a first point of escalation for customers
Proactively co-ordinate the delivery of all workflow 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 support to peers
Support continuous improvement to ensure that the Helpdesk is future proof, operates at its optimum level and adopts a lean environment
Carry out monthly quality and assurance checks across the team
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
Complete all additional tasks as requested by the Head of Customer Experience

What you’ll need to do this role

Experience of working within a customer service supervisor role

Ability to perform consistently to key metrics and tight timescales.

Experience in delivering and maintaining quality outcomes for customers.

Knowledge of helpdesk technology including telephony, omnichannel and CAFM systems.

Previous job experience of scheduling is highly desirable.

It is desirable that you have experience of operating within an MOD environment and have familiarity with geography and establishments within area of responsibility.

You must be able to pass BPSS Clearance to be considered for this role.

What we offer

Up to 6% contributory pension scheme
25 Days annual leave
Volunteer leave
Established reward and recognition scheme
One paid professional subscription
Life Assurance Policy
Employee discount and reward schemes
Interesting, varied, and enjoyable work
A company that recognises your contribution
Training opportunities and qualifications within a supportive environment to ensure career progression

VIVO Defence Services


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