Helpdesk Co-ordinator | RAF Lakenheath

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: 37.5 hours per week, Monday – Friday, 08:00 – 17:00
Reporting to: Helpdesk Manager

Join VIVO and help deliver outstanding service

Are you a highly organised, customer-focused professional who thrives in a fast-paced environment? Do you enjoy solving problems, coordinating teams, and ensuring everything runs smoothly behind the scenes?

We are looking for a motivated and ambitious Helpdesk Coordinator to join our Customer Services Helpdesk team at Lakenheath. This is an exciting opportunity to play a key role in ensuring maintenance services are delivered efficiently while providing an exceptional experience to customers.

The role

As a Helpdesk Coordinator in a team of seven, you will act as the central hub of communication and coordination for maintenance activities coming through the helpdesk. You will be responsible for ensuring service requests are handled efficiently, scheduling work effectively for operational teams, and supporting the delivery of a high-quality customer service experience.

The role involves handling inbound calls and enquiries in a professional manner while meeting contractual service levels. You will coordinate workflows and schedule tasks for on-site operatives, ensuring safe working practices are maintained for both reactive and planned maintenance activities. You will also manage incoming emails and other customer contact channels, raise and manage service requests within the CAFM system, and process purchase orders when required.

In addition, you will act as an escalation point for maintenance issues and customer concerns, ensuring complaints are handled appropriately and resolved wherever possible. Maintaining accurate system updates and ensuring information is recorded within required timescales will be an important part of the role in order to support operational efficiency.

The Helpdesk Coordinator will also contribute to achieving internal performance targets and quality standards while supporting colleagues and maintaining a collaborative working environment. You will play an active role in continuous improvement initiatives to ensure the Helpdesk remains efficient, future-focused and aligned with lean working principles. The role may also involve supporting operational projects connected to the Helpdesk and ensuring all site security, health and safety requirements are fully adhered to.

What you’ll need

The ideal candidate will have experience working within a customer service, helpdesk or scheduling environment, ideally in a supervisory or coordination capacity. You will be comfortable dealing with complex or challenging customer situations.

You should be able to work consistently to key performance metrics and tight deadlines while maintaining a high level of accuracy and attention to detail. Experience using helpdesk technology, including telephony systems, omnichannel platforms and CAFM systems, is desirable.

Strong communication skills are essential, with the ability to communicate clearly and professionally both verbally and in writing. You will also demonstrate strong IT skills, particularly with Microsoft Office applications.

A strong commitment to delivering excellent customer service, maintaining high quality standards, and working collaboratively with colleagues will be key to success in this role.

You must be able to pass SC Clearance to be eligible for this role.

Why join VIVO

At VIVO, you will be part of a team that values collaboration, innovation and service excellence. We are committed to creating an environment where our people can develop, contribute and make a meaningful impact.

If you are looking for a role where no two days are the same and where you can play a key part in delivering high-quality services and an excellent customer experience, we would love to hear from you.

We offer;

• Up to 6% contributory pension scheme 
• 25 Days annual leave plus bank holidays
• Volunteer leave 
• 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 Leader. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview.