Customer Experience Advisor

7 months ago


Aldershot, United Kingdom Serco Plc Full time

**Location**: Alisons Road, Aldershot, Hampshire GU11 2BE

**Working Hours**: 08:00 - 17.00

**Salary**: Up to £27,500 depending on experience

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.

Within VIVO we are currently recruiting for Customer Experience Advisor to be based at our Regional Service Centre in Aldershot.

This is an exciting opportunity for a motivated and ambitious co-ordinator to play a pivotal role, in assisting families get the additional help, support and communication they need to assist with a responsive resolution and provide 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 are satisfied with the outcome.

Reporting to the Customer Experience Team Leader you will triage complaints, acknowledging 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 DIO. You will also support in the closure of complaints, confirming family satisfaction to avoid any delay in closure due to outstanding actions.

Within this role you will;
Contact 100% of complaints within 1 working day of report from Pinnacle
Input data
Highlight behavioural trends
Track and progress any follow-on work, keeping families updated through to works completion
Suggest ideas for continuous improvement of service

Although you will be responsible for the management of individual cases this role will see you building relationships within the operational teams within your patch to ensure optimal customer experience and service.

What you’ll need to do this role
First and foremost you will be someone with a positive can do attitude with experience of working to targets.

You will use your previous experience within Customer contact centres, administration, or a similar environment to demonstrate your knowledge of complaint triaging over the phone and customer care.

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.

It is desirable that you have experience of operating within either an MOD or Construction/Property Maintenance environment.

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 recognises your contribution
Training opportunities and qualifications within a supportive environment to ensure career progression

VIVO Defence Services



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