about 15 hours ago
Serco Group Plc
The Customer Service Advisor role is the first point of contact in delivering a professional, high quality and personalised customer service experience on behalf of VIVO and the DIO. This includes handling Buyer, customer and 3rd party contacts, casework and complaints, within agreed service levels, across multiple contact channels.,
Answering calls and emails within agreed via VIVO's telephony platform
Responding to, and resolving, customer contacts in a professional, engaging and timely manner in line with associated processes and procedures
Using contract knowledge and understanding to accurately triage and diagnose customer faults for handover to the VIVO operational teams
Providing excellent and personalised customer service
Recording information on contacts as and when required, maintaining accurate high-quality records and systems
Managing and protecting all customer details, including sensitive information in accordance with relevant legislation
Resolving all dissatisfaction during the first point of contact wherever possible and escalating appropriately where it is not
Communicating and liaising with departments internally and externally
Embodying the VIVO culture, our values and behaviours. Further, reflecting those of our customers, acting as their 'voice'.
The CSA will use their own initiative as well as follow established procedures, processes, and systems to source information to provide a resolution for the customer. The role will also involve initiating contact with individuals within the Buyer's organisation or other 3rd parties in order to perform their role.
Experience of working in an operational facilities management helpdesk management is desirable.,
GCSE English and Mathematics (or equivalent)
Proficient IT skills - ability to understand and navigate bespoke IT software systems (telephony & CAFM)
Experience of working within a facilities management helpdesk role is desirable
Must meet the training and development requirements of the job role
A commitment to delivering excellent customer service whilst maintaining high levels of quality and accuracy at all times
A desire and commitment to achieve results and targets
The ability to remain calm and polite under pressure
Attention to detail
Drive and determination with a 'can do' attitude
Must pass appropriate clearance (BPSS) for the role
VIVO, a 50:50 joint venture between Serco and ENGIE, 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 ENGIE's market leading FM, energy, asset optimisation and regeneration capabilities.