Customer Experience Advisor | Aldershot

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: Full Time, Permanent
Location: Aldershot, GU11 2HL
Working Hours: 40 hours per week
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.
Reporting to the Customer Experience Team Leader you will triage complaints, confirming the cause of dissatisfaction and advising on next steps. You will keep records of 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.
Within this role you will;

• Contact 100% of complaints within 1 working day of report from Pinnacle
• Maintain open communication with families, to provide regular updates and prevent complaints
• Foster relationships with all stakeholders to develop understanding of internal processes, to facilitate effective resolution
• Manage In hours emergencies and appoint non-complex works

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.
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
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 Employer. 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 0345 010 4000 and ask to speak to a VIVO Recruiter.