Helpdesk Coordinator - DSTL

VIVO Defence; Salisbury; On-site; GBP 22,000 - 30,000; Full time

Job summary

An established industry player is seeking a Helpdesk Coordinator to enhance customer service delivery in a dynamic environment. This role is pivotal in managing service requests and coordinating workflows for on-site operatives, ensuring a seamless experience for customers. You'll thrive in a fast-paced atmosphere, utilizing your exceptional communication skills and attention to detail to meet internal KPIs. With a commitment to high-quality standards, you'll contribute to the continuous improvement of the Helpdesk, making a real impact every day. If you're ready for a rewarding challenge, this opportunity is perfect for you!

Benefits

6% employee matched pension contribution

25 days annual leave

Life assurance policy

Excellent career progression opportunities

Qualifications

• Experience in a customer service helpdesk or scheduling environment.
• Proven track record of managing complex customer interactions.

Responsibilities

• Handle inbound calls, emails, and service requests efficiently.
• Raise and manage service requests in the CAFM system.

Skills

Customer Service

Communication Skills

Attention to Detail

Problem Solving

Teamwork

Education

High School Diploma or equivalent

Tools

CAFM Systems

Microsoft Office

Telephony Systems

Job description

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.

Location: DSTL, Salisbury, SP4 0JQ

Salary: Competitive

Hours: Shift times are 7am-3.30pm, 8am - 4.30pm, 8.30am-5pm Monday to Friday - one week of each.

Are you an exceptional communicator with a passion for delivering top-tier customer service? Do you thrive in a fast-paced environment where no two days are the same? If so, we have the perfect opportunity for you!

What You'll Do

As a Helpdesk Coordinator, you'll be at the heart of our operations, ensuring that all inbound telephone calls, emails, and service requests are handled professionally and efficiently within contractual SLAs. Your role will be crucial in coordinating workflows for our on-site operatives, keeping everything running smoothly and safely for both reactive and planned maintenance tasks. You'll ensure our systems are updated accurately and used to their full potential, maximizing efficiency and delivering an outstanding experience for our customers.

In this role, you'll be responsible for raising and managing service requests in the CAFM system, processing purchase orders, and handling complaints with professionalism and care. You'll take pride in meeting internal KPIs, maintaining high-quality standards, and supporting your peers to create a seamless and productive work environment. Your ability to communicate effectively will be key, both in formal and informal settings, as you contribute to the continuous improvement of the Helpdesk.

What You Bring

We're looking for someone with experience in a customer service helpdesk or scheduling environment who has a proven track record of managing complex customer interactions and maintaining high-quality outcomes under pressure. You'll need to be tech-savvy, with a good understanding of helpdesk technology, telephony, omnichannel communication, and CAFM systems. Attention to detail is a must, along with excellent IT skills in Microsoft packages.

If you're a team player with a commitment to delivering outstanding customer service while ensuring accuracy and efficiency, this is your chance to shine. You'll play a vital role in maintaining site security, health and safety compliance, and ensuring our Helpdesk operates at its best. If you're ready to take on a dynamic and rewarding challenge, apply today and be part of a team that makes a real impact every day!

Please note: Due to vetting requirements, applicants must be UK Nationals and able to pass SC Clearance.

What We Offer:

1. 6% employee matched pension contribution
2. 25 days annual leave
3. Life assurance policy
4. Excellent career progression opportunities

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. If candidates wish to request extra time to apply then they should contact 0345 010 4000 and ask to speak to a VIVO Recruiter.