Customer Experience Advisor

Job Req ID: 305304

Posting Start Date: 3 Nov 2025

Location:

Liverpool, Merseyside, GB, L19 2PH

Contract Type: Part Time

Job Advertisement:

Who We Are
VIVO provides facilities management and accommodation maintenance for the UK military and its partners. VIVO embodies both experience and innovation.

What We Do
We put our Customers and Families First. They are the driving force behind everything we do. We drive forward improvements for them to ensure the service they receive, whether reactive repairs or a major project, is completed safely and on time. In order to achieve this, we have 4 core values: open, caring, agile and collaborative. These are at the heart of everything we do.

Location:
Hunts Cross, Liverpool

Contract:
Permanent, Part-time
Working Hours:
Weekends, 16 hours per week. Rotating shift pattern; Week 1- 8AM - 4:30PM and Week 2 - 12:30PM - 9:00PM

As a Customer Service Agent, you will be the first point of contact for our customers, playing a vital role in ensuring their requests are logged, tracked and resolved. Every day will be different, and your work will directly contribute to the smooth running of essential services across the MoD estate.

If you enjoy working in a fast-paced environment and take pride in delivering outstanding service, we'd love to hear from you.

What You'll Do
Working in a helpdesk team of 16, in this role you will handle inbound and outbound telephone calls and manage customer queries via email and other digital channels. You will log and monitor service requests using our CAFM system (Maxmio), ensuring a professional and efficient service at all times.

Supporting your colleagues will be key, and you'll have the opportunity to contribute to projects and continuous improvement initiatives. You will be expected to work to agreed KPIs and SLAs, while always maintaining site security, safety and compliance standards.

What you'll need;
We are looking for candidates with previous experience in a Customer Service or Contact Centre environment. You should be confident communicating both verbally and in writing, with strong IT skills including Microsoft Office and experience of telephony or omnichannel systems.

The ability to remain professional and empathetic when handling challenging situations is essential, as is a positive attitude and attention to detail. You must also be able to pass the necessary security clearance for this role.

**Apply today and help us create a Customer Service Helpdesk team that sets the standard for excellence.

We offer;**

• Up to 6% contributory pension scheme
• 25 Days annual leave
• Volunteer leave
• One paid professional subscription
• Life Assurance Policy

VIVO Defence Services
The role you have applied for is with VIVO Defence Services, a joint venture between Serco and EQUANS. By applying for this role, please be aware that information contained within your CV may be shared between VIVO Defence Services, Serco and EQUANS during the recruitment process.

At VIVO, we are committed to building a diverse and inclusive organisation that supports the needs of all. Therefore, we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool.

We are open to discussions around flexibility and flexible working and operate a hybrid work structure in many of our business areas. We are proudly a Disability Confident Leader. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview. If candidates wish to request extra time to apply then they should contact and ask to speak to a VIVO Recruiter.