Contact Centre Advisor — Customer Care Champion

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

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.