Customer Service Performance Manager

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: Home based, England

Term: Full Time, 8am-4.30pm Monday-Friday

Salary: Up to £50,000

This is an exciting opportunity for a motivated and ambitious Customer Experience Manager to play a pivotal role in the performance and management of our four contracts.

The Customer Experience and reporting Manager will be responsible for supporting the delivery of the contract by delivering excellent customer services, providing first point of contact for customers, and acting as a focal point for all maintenance activities across the estate. The role also supports the wider management function with analysis and reporting of data and essential information.

Key Accountabilities:

• Delivery of Key Performance Indicators (KPIs) and an excellent customer experience across the contract
• Compliance of all Service Level Agreements
• Providing an efficient and flexible response to operational issues to maintain levels of service delivery and customer satisfaction
• Analysis and presentation of performance data, both internally and externally
• Responsible for the production and distribution of weekly and monthly contractual reports
• Supporting operation delivery managers to implement improvements and efficiencies
• Identify areas to increase efficiency and automation of processes
• Operating a culture of openness and listening, consistent with VIVO’s values
• Implementing and monitoring KPIs, adhering to a robust audit model to ensure that any missed targets are analysed, and processes are developed to avoid repeat issues
• Designing and implementing quality and productivity goals to ensure the service provided is delivered to the highest standard
• Developing processes and procedures, reviewing, and updating them as required to ensure that they comply with legislation and are fit for purpose
• 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 Contract Manager

Please note, there may be VERY occasional travel to one of our sites (RAF Lakenheath, RAF Croughton, RAF Menwith Hill, RAF Alconbury) and as such candidates must be located in England to be considered for this role.

What you’ll need to do the role:

Experience

• Experience of leading teams within a Customer Services Helpdesk environment
• Experience in dealing with complex and challenging customers
• Experience of report writing
• Proven ability to perform consistently to key metrics, tight timescales with a high degree of visibility
• Proven track record of developing and maintaining strong relationships at all levels
• Proven track record of delivering and maintaining quality outcomes for customers

Knowledge and Skills

• A commitment to delivering excellent customer service whilst maintaining high levels of quality and accuracy at all times
• Teamwork and leadership skills
• Ability to communicate to an excellent standard both verbally and in writing
• Strong numeracy skills
• Must pass appropriate clearance for the role
• Strategic thinker
• Eye for detail and prepared to apply exacting standards
• Excellent IT skills, especially MS Excel

In order to be considered for this position, you must be able to pass SC 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.