Complaints Administrator | Aldershot

Aldershot | Other





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 Type:  Full Time, Permanent 
Location: Aldershot, GU11 2HL
Working Hours:  40 Hours per week, Monday to Friday 8:00AM to 5:00PM
Salary:  Up to £27,000 dependent on experience


As a Complaints Administrator, you will ensure that families receive the additional help, support, and communication they need when things don't go to plan. You will ensure that complaints receive a response and resolution within targeted timescales.

Working with the Complaints Coordinator, you will make sure that when a family has raises a complaint, you will provide a fast response and reach an agreed resolution to the complaint.


Key Accountabilities

  • Ensure a superior end-to-end complaint management approach is delivered.
  • Work with the NAMS provider, VIVO operational teams, and other stakeholders as identified to ensure complaints are successfully managed through to conclusion and to the family's satisfaction.
  • Maintain records to always ensure the progress of complaints is known and visible to all parties.
  • Foster collaborative relationships with external stakeholders to develop a mutual understanding of complaint processes and facilitate effective resolution.
  • Attend daily and weekly governance meetings to advise on progress and drive performance.


You must have:

Previous customer service experience.

Experience in a helpdesk environment is desirable.

Delivering Customer Satisfaction.

Previous work experience working to deadlines.

It is desirable that you have experience of operating within an MOD environment and have familiarity with geography and establishments within area of responsibility   


You must be able to pass BPSS Clearance to be considered for this role.  
What we offer  


  • Up to 6% contributory pension scheme  
  • 25 Days annual leave  
  • Volunteer leave  
  • Established reward and recognition scheme
  • One paid professional subscription  
  • Life Assurance Policy  
  • Employee discount and reward schemes  
  • Interesting, varied, and enjoyable work  
  • A company that recognises your contribution  
  • Training opportunities and qualifications within a supportive environment to ensure career progression   

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.

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Contract Type
Expiry Date
31/07/2024 01:14:00
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