Customer Experience Advisor Aldershot

2 days ago

Aldershot, United Kingdom Serco Plc Full time

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.
**Contract Type**: Full Time, Permanent
**Location**: Based at our office in Aldershot, GU11 2HL
**Working Hours**: 40 hours per week, Monday to Friday (8:00AM - 5:00PM)
Within VIVO we are currently recruiting for Customer Experience Advisor to be based at our site in Aldershot.
Your main responsibility will be 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 the 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
Firstly you will need to be a confident communicator, with experience speaking on the phone or in a call centre environment. 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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