Customer Service Team Leader

Who we are

VIVO provides facilities management and accommodation maintenance for the UK military and its partners. VIVO embodies both experience and innovation.

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.

Location:

Regional Service Centre, Aldershot

Working Hours:

Fully office based, Monday to Friday, 08:00-17:00

Salary: £32,000 per year

Are you an experienced customer service leader who knows how to inspire a team, drive performance and deliver exceptional customer experiences?

VIVO is looking for a Customer Service Team Leader to join our Accommodation team in Aldershot. This is an exciting opportunity to take a leading role in shaping the experience of our customers and making a genuine difference to the families who live in Service accommodation.

Our purpose is to modernise the lived experience for our Armed Forces to achieve, grow and thrive. At the heart of this role is ensuring our families receive a seamless, responsive and consistently high-quality service.

As Customer Service Team Leader, you'll help create a culture built around ownership, accountability, collaboration and continuous improvement. You'll lead from the front, motivate and develop your team, and make sure every customer interaction delivers the right outcome.

You’ll be responsible for bringing people together, removing barriers and ensuring customers receive timely resolutions. From managing complex queries and escalated complaints to identifying recurring customer pain points, this is a role where your leadership and ideas can have a direct impact.

Working closely with colleagues, stakeholders, partners and clients, you'll help create a truly joined-up service that puts our customers at the centre of everything we do.

You’ll lead, coach and develop a customer-focused team, creating an environment where people feel supported, motivated and empowered to perform at their best.

You’ll oversee the day-to-day organisation of the team, managing workflow, resources and attendance to ensure operational efficiency and consistently high standards.

Regular one-to-ones, quality reviews, coaching sessions and team meetings will form an important part of the role, alongside twice-weekly team huddles where you’ll share performance updates, recognise achievements and focus the team on operational priorities.

You’ll monitor and analyse key performance indicators, using performance information to identify development needs, address skills gaps and drive continuous improvement.

Customer experience will be at the heart of everything you do. You’ll take ownership of complex queries and escalated complaints, ensuring issues are progressed effectively and customers receive timely and satisfactory resolutions.

You’ll also lead weekly reviews with key stakeholders, progressing open cases, removing barriers and ensuring the right outcomes are delivered.

A key part of the role will be identifying recurring customer pain points and working collaboratively across the wider business to improve processes and customer journeys. You’ll proactively manage jeopardy cases, particularly those exceeding 30 days, ensuring appropriate intervention and escalation where required.

Through call and case reviews, quality assurance and targeted coaching, you’ll help embed a consistently customer-centric approach while driving employee engagement, performance and personal…