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 Croughton, NN13 5NQ

**Term**: Full Time

**Salary**: £23,500

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)

In order to be considered for this position, you must be able to pass SC security clearance.

VIVO Defence Services