Customer Experience Advisor | Aldershot

Serco Canada Inc; Aldershot; Hybrid; GBP 14,000 - 17,000; Part time

Benefits offered by this job

6% pension contribution

25 days annual leave

Job summary

VIVO Defence Services is hiring a Customer Experience Advisor in Aldershot to support military families with sensitive queries and provide a compassionate, professional service.

The role involves high-volume calls, inbox management, and accurate record-keeping using Excel and internal systems. A driving license and BPSS clearance are required, with a permanent, part-time, hybrid work arrangement.

Qualifications

• Customer experience in roles with regular telephone interaction.
• Ability to handle sensitive or challenging conversations.
• Willing to learn and work in a hybrid environment.

Responsibilities

• Handle high-volume inbound/outbound calls and manage shared inboxes.
• Take ownership of queries through to completion with timely resolutions.
• Record progress accurately using Excel and internal systems.

Tools

Excel

Internal systems

Job description

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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: Permanent
Location: Aldershot, GU11
Working Hours: 20 hours per week, Monday to Friday between the hours of 8:00AM to 5:00PM
Salary: £27,9676.00 (£13.45 per hour) (to be pro-rata'd to reflect 20 hours)

Make a Real Difference Every Single Day

Are you passionate about helping people, solving problems, and delivering exceptional service? Do you thrive in a fast-paced environment where no two days are the same?

We're looking for a Customer Experience Advisor to join our growing team and play a vital role in supporting families who rely on us. This is more than just a customer service role—it’s your opportunity to take ownership, build trust, and make a meaningful impact.

About the Role

When a family reaches out, they are often facing a challenge that matters deeply to them. In this role, you will act as their advocate and a key point of contact for military families, ensuring their concerned are understood, managed, and resolved with care, urgency, and professionalism.

This is a high-volume, fast-paced role where you will be handling a mix of inbound and outbound calls, as well as managing shared inboxes. You will balance multiple priorities while keeping customer expectations realistic and informed throughout the process.

You will take ownership of queries through to completion, working to resolve issues efficiently while preventing escalations and complaints. Alongside this, you will use tools such as Excel and internal systems to track progress and maintain accurate records.

What You'll Need

You will bring strong, proven customer experience, particularly in roles involving regular telephone interaction and managing sensitive or challenging conversations. You are comfortable working under pressure and able to remain calm, professional, and solution-focused at all times.

We are looking for someone who demonstrates stability and commitment, with the ability to work independently using their own initiative. You will be proactive, a self-starter, and willing to learn, with a flexible approach to changing demands.

You are highly organized and capable of multitasking in a demanding environment without compromising quality. You are confident managing expectations and building rapport quickly, even in difficult situations.

Your approach is proactive rather than reactive, and you take pride in seeing tasks through fully while maintaining a strong sense of accountability.

Due to the location, a valid driving licence and access to a vehicle are required.

You will be required to successfully obtain BPSS clearance as part of the onboarding process.

This role offers the opportunity to make a meaningful impact through work that directly supports families. You will be part of a supportive and collaborative team within a successful and growing organisation, with opportunities for development and progression.

Ready to Make an Impact?

If you are motivated, compassionate, and ready to take ownership of the customer experience, we would love to hear from you.

We offer;

• 6% employee matched pension contribution
• 25 days annual leave plus bank holidays

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.