Customer Experience Advisor

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

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.