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: RAF Lakenheath
Working Hours: 40 Hours per week, Monday to Friday, 7:30AM to 4:30PM
Salary: Up to £31,000 dependent on experience
Are you ready to lead from the front and become the driving force behind a high-performing helpdesk team? If you're a passionate, proactive, and people-focused professional with a background in customer service leadership—this could be your next big move.
About the role:
As a Lead Helpdesk Coordinator based at Lakenheath, you'll take ownership of day-to-day helpdesk operations, act as the key escalation point for both internal coordinators and military personnel, and play a vital role in ensuring the seamless delivery of planned and reactive maintenance support. From managing service requests using our CAFM system to maintaining top-tier helpdesk performance, this role places you at the heart of customer experience excellence.
You'll coordinate the helpdesk team's daily activities, step in as the first line of escalation for any service issues, and lead by example in delivering professional, responsive, and efficient support. You'll handle requests via phone, email, and other platforms within strict SLAs, ensure all data and scheduling is handled accurately, and communicate clearly and effectively with all stakeholders.
What you'll need;
You'll have experience in a supervisory role within a customer service or scheduling environment, and the confidence to resolve complex and challenging issues. You're someone who thrives under pressure, communicates to an exceptional standard, and delivers high-quality outcomes every time. It is desirable that you have a solid understanding of helpdesk systems, including telephony and CAFM, you're as detail-oriented as you are customer-focused.
You will need to be able to pass BPSS Clearance to be eligible for this role.
Ready to step into a role where leadership, purpose, and service come together? Apply now and lead the way with VIVO!
What we offer;
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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