Customer Service Advisor | Liverpool (Out of Hours Team)

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: Part Time, Permanent 
Location: Liverpool, L24 9HJ
Working Hours: Monday to Friday, 5PM to 9PM (If you are happy to do evening shifts but not exactly to this pattern, still feel free to apply!)

Are you looking for an exciting new challenge? Do you thrive in a fast-paced, problem-solving environment? If so, this could be the perfect opportunity for you!
 

At VIVO, we’re on a mission to deliver exceptional infrastructure, asset, and facilities management services for the UK Defence Sector. As a joint venture between Serco and Equans, we combine expertise and innovation to support critical operations.

Now, we’re expanding our Helpdesk Team in Liverpool and looking for an ambitious Customer Service Advisor to provide essential support during out-of-hours operations.
 

Working from Monday to Friday, 5 PM – 9 PM, including bank holiday shifts, you will play a vital role in handling inbound calls and emails, ensuring all requests are logged and resolved within agreed timelines. You’ll be responsible for managing service requests through our CAFM system, dealing with customer enquiries and complaints professionally, and delivering an exceptional customer experience at every touchpoint. Accuracy and attention to detail will be key as you update systems, maintain service levels, and support continuous improvement initiatives within the team. You will also be undertaking any other ad hoc work that 
 

What you'll need:

We are looking for someone with strong communication skills, and who are happy and eager to learn new skills, as you will be the first point of contact for many of our customers, requiring the ability to listen, empathize, and problem-solve effectively over the phone and on email. Confidence in handling multiple tasks, working to tight deadlines, and maintaining high levels of accuracy is crucial. A good understanding of helpdesk technology, including telephony, omnichannel platforms, and CAFM systems, will be beneficial.

You should also have excellent IT skills, particularly with Microsoft Office, and a proactive, team-oriented approach.
 

This is an exciting opportunity to be part of a new team in Liverpool, supporting vital operations for the UK Defence Sector. At VIVO, you’ll be joining a growing organization with opportunities for career progression, development, and the chance to make a real impact. You’ll work alongside a supportive, dynamic team in a role that truly matters.
 

If you’re ready for a new challenge and want to be part of something bigger, apply today!
 

What we offer;

• 25 days annual leave plus bank holidays
• Life assurance policy
• 6% employer matched pension contribution
• Excellent career progression opportunities

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.