Customer Experience Advisor | Liverpool

Customer Experience Advisor | Liverpool

Company: VIVO Defence Services

Location: Liverpool, Merseyside, GB, L19 2PH

Contract Type: Part Time

Working Hours: Weekends, 16 hours per week, rotating shift pattern (Week 1: 8 AM – 4:30 PM; Week 2: 12:30 PM – 9:00 PM)

Job ID: 305304
Posting Start Date: 3 Nov 2025

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. Our core values are open, caring, agile and collaborative.

What You’ll Do

• Act as the first point of contact for customers, ensuring their requests are logged, tracked and resolved.
• Handle inbound and outbound telephone calls and manage customer queries via email and other digital channels.
• Log and monitor service requests using the CAFM system (Maxmio) to maintain a professional and efficient service.
• Work to agreed KPIs and SLAs while maintaining site security, safety and compliance standards.
• Support colleagues and contribute to projects and continuous improvement initiatives.

What You’ll Need

• Previous experience in a Customer Service or Contact Centre environment.
• Confidence communicating verbally and in writing.
• Strong IT skills, including Microsoft Office and experience with telephony or omnichannel systems.
• Professional, empathetic approach to challenging situations, a positive attitude and attention to detail.
• Ability to pass the necessary security clearance for this role.

Benefits

• Up to 6% contributory pension scheme
• 25 days annual leave
• Volunteer leave
• One paid professional subscription
• Life Assurance Policy

Diversity and Inclusion

At VIVO, we are committed to building a diverse and inclusive organisation that supports the needs of all. We will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool. 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 they should contact 0345 010 4000 and ask to speak to a VIVO Recruiter.

We offer flexible working and operate a hybrid work structure in many of our business areas.