Helpdesk Coordinator | Liverpool

Liverpool | 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. 


Contract Type:  Permanent

Location: Hunts Cross, Liverpool, L24 9HJ

Working Hours:  40 hours per week, shifts between 8:00am and 6:00pm

Salary:  £26,500 per year

This is an exciting opportunity for a motivated and ambitious Helpdesk Coordinator to play a pivotal role in a brand-new Helpdesk.

As a Helpdesk Coordinator, you will be responsible for delivering excellent customer service, managing all scheduling provisions and acting as a focal point for all maintenance activities across the contract.


Your responsibilities would be to:

  • Handle inbound telephone calls within contractual SLAs in a professional manner
  • Proactively co-ordinate the delivery of all reactive and PPM works, adhering to safe working practices at all times. 
  • Ensure that systems are updated within prescribed timescales and utilised to their full capability to ensure maximum efficiency
  • Handle incoming e-mail and other potential omnichannel routes within contractual SLAs
  • Raise, manage and close Service Requests in the CAFM system
  • Process purchase orders
  • Handle complaints and escalate where appropriate
  • Provide an excellent customer experience

What you'll need to do this role  

Experience of working within a Customer Services Helpdesk or scheduling environment.

Ability to perform consistently to key metrics and tight timescales.

Proven track record of delivering and maintaining quality outcomes for customers.

Good knowledge of helpdesk technology including telephony, omnichannel and CAFM systems.  


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 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
01/05/2024 01:10:00
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