At a Glance
- Tasks: Coordinate maintenance works and support customer service in a busy Helpdesk environment.
- Company: Join VIVO, a leader in facilities management for the UK military.
- Benefits: Enjoy a great work-life balance with no weekends or on-call duties.
- Other info: Opportunity for professional development in a collaborative setting.
- Why this job: Be part of a dynamic team making a real impact on essential services.
- Qualifications: Customer service experience and strong organisational skills are key.
The predicted salary is between 22950 - 28050 £ per year.
As a Helpdesk Coordinator, you'll be at the centre of our operation, acting as the link between customers, maintenance teams and site management. You’ll be responsible for scheduling planned and reactive maintenance works across DSTL sites, coordinating engineers and operatives, handling incoming calls and emails, raising service requests and ensuring all work is progressed efficiently through to completion. You’ll work closely with the Technical Services Manager and operational teams to ensure maintenance activities remain compliant, service levels are achieved and month-end requirements are completed accurately. Customer service is a key part of this role. You’ll be one of the first points of contact for clients and end users, ensuring every interaction is handled professionally and positively.
What You’ll Be Doing
- Your day might involve taking maintenance calls from customers, creating and updating work orders, scheduling engineers to attend site, liaising with stakeholders regarding progress updates, processing purchase orders and ensuring maintenance activities are completed within agreed timescales.
- You’ll maintain accurate records using CAFM systems, support compliance requirements and help ensure the smooth operation of a busy Helpdesk function.
- You’ll also assist with reporting, month-end activities and continuous improvement initiatives designed to enhance customer experience and operational performance.
- Working within a team of ten, including the Helpdesk Team Leader, you’ll be part of a collaborative environment where there are always colleagues available to support one another.
Whether you’re already working within a scheduling or helpdesk environment, or you’re an experienced customer service professional looking for a new challenge, we’d love to hear from you. We can teach systems and processes, and we’re happy to develop the right person with the professionalism and customer-focused attitude we’re looking for.
We’re seeking someone who enjoys working in a customer-focused environment and can remain organised while managing multiple priorities. Experience within a Helpdesk, scheduling, customer service, facilities management or maintenance coordination environment would be highly beneficial. However, just as important is the ability to communicate effectively, build positive relationships and provide excellent service. You’ll have strong organisational skills, good attention to detail and confidence using Microsoft Office applications and digital systems. Experience working with CAFM systems is advantageous but not essential. Most importantly, you’ll have a positive attitude, a willingness to learn and a genuine commitment to delivering a great customer experience.
Security Requirements
Due to the sensitive nature of the site, applicants must be British Nationals and able to obtain and maintain Security Clearance (SC). Candidates must also be aged 18 or over in line with site requirements.
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.
This is a fantastic opportunity to become part of a fast-paced Helpdesk operation where you’ll play a vital role in keeping maintenance services running smoothly across multiple DSTL sites.
Contract: Permanent, Full Time
Hours: 37.5 hours per week, Monday to Friday
Shift Pattern: Rotating shifts between 7:00am and 5:00pm, including early and late shifts on a rota basis. Typical shifts include 7:00am to 3:00pm and 8:30am to 5:00pm. No weekends and no on-call requirements.
With a Monday to Friday working pattern, no weekend working and no on-call commitments, this position offers a great work-life balance alongside the opportunity to develop valuable skills within facilities management and customer service.
Helpdesk Coordinator | Porton Down employer: VIVO Defence Ltd
VIVO Defence Ltd is an excellent employer, offering a dynamic work environment where commercial acumen meets meaningful impact in the Defence sector. With a strong focus on employee growth and development, you will have access to training opportunities and a supportive culture that values collaboration and innovation. Located in a pivotal area for Defence operations, our team thrives on delivering exceptional results while enjoying a balanced work-life experience.
StudySmarter Expert Advice🤫
We think this is how you could land Helpdesk Coordinator | Porton Down
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at VIVO Defence Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like VIVO Defence Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Helpdesk Coordinator | Porton Down
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to VIVO Defence Ltd:Your cover letter is your chance to shine! Tell us why you want to work at VIVO Defence Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at VIVO Defence Ltd!
How to prepare for a job interview at VIVO Defence Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
