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Helpdesk Coordinator Liverpool
4 months ago
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**: Hunts Cross, Liverpool, L24 9HJ
**Working Hours**: 40 hours per week, shifts between 8:00am and 6:00pm
**Salary**: £26,500 per year
This is an exciting opportunity for a motivated and ambitious Helpdesk Coordinator to play a pivotal role in a brand-new Helpdesk.
As a Helpdesk Coordinator, you will be responsible for delivering excellent customer service, managing all scheduling provisions and acting as a focal point for all maintenance activities across the contract.
**Your responsibilities would be to**:
Handle inbound telephone calls within contractual SLAs in a professional manner
Proactively co-ordinate the delivery of all reactive and PPM works, 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, manage and close Service Requests in the CAFM system
Process purchase orders
Handle complaints and escalate where appropriate
Provide an excellent customer experience
What you’ll need to do this role
Experience of working within a Customer Services Helpdesk or scheduling environment.
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.
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
