Customer Case Handler

Aldershot | Other

VIVO, a 50:50 joint venture between Serco and EQUANS, 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 EQUANS' market leading FM, energy, asset optimisation and regeneration capabilities. 




Location: Aldershot

12 months FTC, 40 hours per week

Salary: £25,000


Key Purpose:


Ensure that families get the additional help, support and communication they need when things don't go to plan and. 

To make sure that when a family has been failed (for example when we miss appointments, or don't agree follow-on work following an initial visit) we take control of the issue and book the appointments and brief the customer, before it becomes a complaint.


Key Accountabilities:


  • Ensure a superior end to end case management approach is delivered
  • Work with Pinnacle Case Officers and VIVO Schedulers, and other stakeholders as identified, to ensure cases are successfully managed through to conclusion and to the families satisfaction
  • Maintain case tracker to ensure at all times the progress of cases is known
  • Foster collaborative relationships with all stakeholders to develop a mutual understanding on case management processes and facilitate effective resolution
  • Attend daily and weekly governance meetings to advise on progress and drive performance 

Essential Skills:


  • Competence in domestic or commercial building/facilities/estate maintenance
  • Confidence in data analysis, use of spreadsheets, and system-based work
  • Strong customer experience focus, based upon empathy and a drive to help 

Please note, in order to be considered for this position, you must be able to pass BPSS security clearance.




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 Employer. 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
02/06/2023 02:46:00
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