Contact Centre Advisor

Schindler Group; Coventry; On-site; GBP 21,000 - 32,000; Full time

Benefits offered by this job

Private medical cover

Pension scheme 6% company contribution

Annual volunteering day

25 days holiday + bank holidays

Eye tests & eyewear discounts

Employee assistance programme

Tech and Cycle to Work schemes

Job summary

Schindler Group in Coventry is hiring a customer-focused Contact Centre Advisor to be the first point of contact for customers, engineers and internal stakeholders, handling inbound and outbound communications while delivering service against KPIs and SLAs.

You will bring experience in a contact centre, strong communication, IT and CRM skills, and the ability to stay calm during emergencies or complaints. Evening and weekend rota work is required.

Qualifications

• Experience in a contact centre environment.
• Excellent verbal and written communication skills.
• Good IT skills and CRM experience.

Responsibilities

• Handle inbound and outbound contact centre calls in line with procedures and service standards.
• Provide professional, courteous, and customer-centric support.
• Manage escalations, complaints, and operational issues effectively.
• Monitor and respond to system alerts and equipment condition flags.
• Follow tele-alarm and tele-monitoring protocols.
• Act as a Single Point of Contact for operational issues and resolutions.
• Maintain accurate records and CRM updates.
• Support continuous improvement initiatives and training programmes.
• Deliver personal and team performance targets.

Skills

Contact centre experience

Communication skills

CRM experience

Tools

SAP CRM

Job description

Select how often (in days) to receive an alert: Create Alert

Location: Coventry,England,United Kingdom
Job ID:90695

Shift Pattern: Monday to Sunday, 05:00-20:00 on a rota basis (40 hours per week)

We Elevate... Quality of urban life

Our elevators, escalators, and moving walks safely transport more than twobillion of us up and down buildings and across transportation hubs every day. As part of the Schindler team, you’ll discover meaningful work that enhancesquality of life for communities, and contribute to making places moreaccessible, inclusive, and sustainable for all. We combine innovation, safety, and high ethical standards, ensuring respectboth among colleagues and for the world around us. By joining us, you don’tjust become part of our success story; you help shape the future and continueour rich legacy that started back in 1874.

Join us as a

We are hiring for a customer-focused Contact Centre Advisor to join its Customer Care Centre (CCC) in Coventry. The successful candidate will act as the first point of contact for customers, engineers, and internal stakeholders, managing inbound and outbound communications while delivering exceptional service against established KPIs and SLAs.

Your main responsibilities

• Handle inbound and outbound contact centre calls in line with procedures and service standards
• Provide professional, courteous, and customer-centric support
• Manage escalations, complaints, and operational issues effectively
• Monitor and respond to system alerts and equipment condition flags
• Follow tele-alarm and tele-monitoring protocols
• Act as a Single Point of Contact (SPOC) for operational issues and resolutions
• Maintain accurate records and CRM updates
• Support continuous improvement initiatives and training programmes
• Deliver personal and team performance targets

What you bring

• Previous experience in a contact centre or call centre environment
• Excellent verbal and written communication skills
• Good IT skills and experience with CRM systems
• Ability to remain calm and professional when handling emergencies, complaints, or escalations
• Flexibility to work evenings and weekends as required by the rota
• SAP CRM experience
• Experience within financial services or sales environments

What’s in it for you?

• Competitive salary with a discretionary annual bonus
• 25 days’ holiday plus bank holidays, and an annual paid volunteering day
• Pension scheme with 6% company contribution
• Enhanced family leave
• Private medical cover with a trusted provider, plus 24/7 virtual GP access
• Employee Assistance Programme offering confidential support
• Free eye tests and eyewear discounts
• Access to a range of employee benefits, including Tech and Cycle to Work schemes, plus exclusive retailer discounts

Become part of our team, help us enhance quality of life and drive innovationwhile raising the bar for safety and sustainability. We value your diverse skills andperspectives as together we shape the sustainable cities of today and tomorrow.

At Schindler Group we value inclusion and diversity, and practise equity to create equal opportunities for all. We endeavour that all qualified applicants will receive consideration for employment without regard to age, race, ethnic background, colour, religious affiliation, union affiliation, gender, gender identity, sexual orientation, marital status, national origin, nationality, genetics and health or disability.