VIVO, a 50:50 joint venture between Serco and EQUANS, has been awarded places on the Defence FM and Housing Maintenance framework contracts.
Contract Type: Permanent
Location: Liverpool, L24 9HJ
Working Hours: 40 hours per week, Monday to Friday, shifts between 8am to 6pm
Salary: £28,000
Here at VIVO we are looking for a motivated and ambitious Helpdesk Team Leader to play a pivotal role in a brand-new Customer Services Helpdesk.
You will be responsible for delivering excellent service to our customers, whilst managing all scheduling provisions and acting as a point of escalation for your team of Helpdesk Coordinators. This role will see you coordinate the Helpdesk Teams day to day activities with supporting the team with handling inbound telephone calls and emails.
Your Key duties will be to;
- Act as first point of escalation for helpdesk coordinators
- Act as a first point of escalation for customers
- Proactively co-ordinate the delivery of all workflow 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 support to peers
- Support continuous improvement to ensure that the Helpdesk is future proof, operates at its optimum level and adopts a lean environment
- Carry out monthly quality and assurance checks across the team
- 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
- Complete all additional tasks as requested by the Head of Customer Experience
What you’ll need to do this role
Experience of working within a customer service supervisor role
Ability to perform consistently to key metrics and tight timescales.
Experience in delivering and maintaining quality outcomes for customers.
Knowledge of helpdesk technology including telephony, omnichannel and CAFM systems.
Previous job experience of scheduling is highly desirable.
It is desirable that you have experience of operating within an MOD environment and have familiarity with geography and establishments within area of responsibility.
You must be able to pass BPSS Clearance to be considered for this role. What we offer
- Up to 6% contributory pension scheme
- 25 Days annual leave
- Volunteer leave
- Established reward and recognition scheme
- 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
Here at VIVO we are looking for a motivated and ambitious Helpdesk Team Leader to play a pivotal role in a brand-new Customer Services Helpdesk.
You will be responsible for delivering excellent service to our customers, whilst managing all scheduling provisions and acting as a point of escalation for your team of Helpdesk Coordinators. This role will see you coordinate the Helpdesk Teams day to day activities with supporting the team with handling inbound telephone calls and emails.
Your Key duties will be to;
- Act as first point of escalation for helpdesk coordinators
- Act as a first point of escalation for customers
- Proactively co-ordinate the delivery of all workflow 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 support to peers
- Support continuous improvement to ensure that the Helpdesk is future proof, operates at its optimum level and adopts a lean environment
- Carry out monthly quality and assurance checks across the team
- 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
- Complete all additional tasks as requested by the Head of Customer Experience
What we offer
- Up to 6% contributory pension scheme
- 25 Days annual leave
- Volunteer leave
- Established reward and recognition scheme
- 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
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