At a Glance
- Tasks: Support military families by resolving their concerns with care and professionalism.
- Company: VIVO, a leader in facilities management for the UK military.
- Benefits: Competitive salary, 25 days leave, pension contribution, and flexible working options.
- Other info: Join a diverse team committed to inclusivity and personal growth.
- Why this job: Make a real difference every day while helping those who serve our country.
- Qualifications: Strong customer service skills and ability to handle challenging conversations.
The predicted salary is between 25000 - 27500 £ per year.
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.
Contract: Full Time, Permanent
Location: Aldershot, GU11
Working Hours: 40 hours per week, Monday to Friday 8:00AM to 5:00PM
Salary: £25,000 - £27,500 per year dependent on experience
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?
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 concerns 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 organised 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.
Additional Requirements
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.
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.
Customer Experience Advisor | Aldershot employer: VIVO Defence
VIVO Defence Services is an exceptional employer that prioritises the well-being and development of its employees, offering a supportive work culture where collaboration and innovation thrive. Located in Plymouth, this role as Area Manager provides competitive benefits including a company car, generous annual leave, and opportunities for professional growth through training and development initiatives. With a strong commitment to diversity and inclusion, VIVO fosters an environment where every team member can contribute meaningfully while ensuring high standards of service delivery to the UK military and its partners.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Advisor | Aldershot
✨Tip Number 1
Get to know VIVO and their core values! When you understand what they stand for—open, caring, agile, and collaborative—you can tailor your approach during interviews. Show them how you embody these values in your past experiences.
✨Tip Number 2
Practice makes perfect! Role-play common customer service scenarios with a friend or family member. This will help you stay calm and professional when handling challenging conversations, just like you’ll need to do as a Customer Experience Advisor.
✨Tip Number 3
Be proactive! Think of questions you might be asked and prepare your answers. Also, come up with a few thoughtful questions about the role and the company to show your genuine interest. It’s all about making a great impression!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the VIVO team and making a real difference every single day.
We think you need these skills to ace Customer Experience Advisor | Aldershot
Some tips for your application 🫡
Show Your Passion:When you're writing your application, let your passion for helping people shine through. We want to see that you genuinely care about delivering exceptional service and making a difference in the lives of military families.
Tailor Your CV:Make sure to customise your CV to highlight your relevant experience in customer service. Use examples that demonstrate your ability to handle challenging conversations and multitask effectively, as these are key skills for this role.
Be Clear and Concise:Keep your application clear and to the point. We appreciate straightforward communication, so avoid fluff and focus on what makes you a great fit for the Customer Experience Advisor position.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re proactive and ready to take the next step with us.
How to prepare for a job interview at VIVO Defence
✨Know the Company Inside Out
Before your interview, take some time to research VIVO and its core values: open, caring, agile, and collaborative. Understanding their mission to put customers and families first will help you align your answers with what they value most.
✨Showcase Your Customer Experience Skills
Prepare specific examples from your past roles where you've successfully handled challenging customer interactions. Highlight how you resolved issues while maintaining professionalism and empathy, as this is crucial for a Customer Experience Advisor.
✨Demonstrate Your Multitasking Abilities
Since the role involves managing multiple priorities, be ready to discuss how you stay organised and efficient under pressure. You might want to share a story about a time when you juggled several tasks and still delivered excellent service.
✨Ask Thoughtful Questions
At the end of the interview, don’t forget to ask questions that show your interest in the role and the company. Inquire about how VIVO measures success in customer experience or what challenges the team currently faces. This shows you're proactive and genuinely interested in making an impact.
