Helpdesk Team Leader | 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: Liverpool, L24 9HJ

Working Hours:  40 hours per week, Monday to Friday, shifts between 8am to 6pm

Salary:  £28,000


Here at VIVO we are looking for a motivated and ambitious Helpdesk Team Leader to play a pivotal role in a brand-new Customer Services Helpdesk.


You will be responsible for delivering excellent service to our customers, whilst managing all scheduling provisions and acting as a point of escalation for your team of Helpdesk Coordinators. This role will see you coordinate the helpdesk teams day to day activities with supporting the team with handling inbound telephone calls and emails.

Your Key duties will be to;


  • Act as first point of escalation for helpdesk coordinators
  • Act as a first point of escalation for customers
  • Proactively co-ordinate the delivery of all workflow 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
  • Raise and manage Service Requests in the CAFM system
  • Handle complaints and escalate where appropriate
  • Provide support to peers
  • Support continuous improvement to ensure that the Helpdesk is future proof, operates at its optimum level and adopts a lean environment 
  • Carry out monthly quality and assurance checks across the team
  • Participate in projects that are operationally attached to the Helpdesk
  • Ensure all site security requirements are adhered to
  • Ensure all site health and safety requirements are adhered to
  • Complete all additional tasks as requested by the Head of Customer Experience



What you'll need to do this role  


Experience of working within a customer service supervisor role

Ability to perform consistently to key metrics and tight timescales.


Experience in delivering and maintaining quality outcomes for customers.


Knowledge of helpdesk technology including telephony, omnichannel and CAFM systems.


Previous job experience of scheduling is highly desirable.

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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