Customer Care Champion - Dispatcher

Otis SE; Leicester; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Training provided

Career development

Job summary

Otisline in Leicester is seeking a Customer Care Champion to join our global leader in elevator and escalator services. You will act as the primary interface between internal and external customers, dispatching work orders, providing ETA updates, and maintaining CRM visibility.

The role offers a stable daytime schedule (8:00am–4:00pm) and opportunities to upskill within our customer service center. Training will cover technology, processes and soft skills, with a clear path to broader

Qualifications

• You are passionate about excellent customer service.
• Excellent written and verbal communication skills.
• A team player who can work under pressure to deliver commitments.

Responsibilities

• Dispatch work orders to technicians quickly after verifying the issue remotely.
• Provide technicians’ ETA to customers when needed.
• Manage availability to handle technician and customer calls according to KPI.
• Ensure work orders are updated in the CRM for visibility of status.
• Maintain a high standard of call quality.
• Dispatch maintenance or insurance task visits with open work orders or as requested by the field.
• Occasionally complete admin tasks as requested by the field.
• Occasionally support other CCC teams such as the emergency alarm desk.

Skills

Customer Service

Verbal Communication

Written Communication

Team Player

Under Pressure

Job description

Date Posted: 2026-09-10 Country: United Kingdom Location: Grove Park, 7 Barton Close Grove Park, LE19 1SJ, Leicester, United kingdom

Role Overview

Would you like to join a truly international, talent driven company that values Safety, Ethics, Quality, Innovation and Employee Opportunity Otis is growing and we are recruiting a Customer Care Champion working within our Otisline Contact Center Team, based in Leicester. The hours of work will be 8:00am to 4:00pm Monday to Friday. Acting as the primary interface between our internal and external customers you will be based in Otisline but will have the flexibility and ability to upskill into other areas of the customer service center.

On a typical day you will

• Dispatch WOs to the correct technician quickly after first verifying the issue remotely (OXP), ensuring their response time is within SLA
• Provide the technician’s ETA to customer when needed
• Manage your availability to receive technician and customer calls according to set performance KPI’s
• Ensure WOs are updated within CRM, so any Customer Care Center colleague has visibility of their status
• Maintain a high standard of call quality
• Dispatch maintenance or insurance tasks visits with open WO’s, or when requested by the field.
• On occasions you may be requested to complete admin tasks when requested by the field.
• On occasion CCC-Dispatcher may be asked to support other CCC teams such as the emergency alarm desk.

What you will need to be successful

• You are passionate about excellent customer service
• You have excellent written and verbal communication skills
• You are a team player and are able to work under pressure to deliver business commitments

What’s In it For Me

• You will receive a long term employment contract with the world market leader in a crisis proof industry.
• We will train you intensively in the areas of technology, processes and soft skills and you can exchange ideas with experienced colleagues at any time.
• With strong performance, you will have the opportunity to grow in this role to build a career at Otis.
• You’ll belong to a diverse, trusted, and caring community where your contributions, and the skills and capabilities you’ll gain working alongside the best and brightest, keep us connected and on the cutting edge.
• We provide opportunities, training, and resources that build leadership and capabilities in Sales, Field, Engineering and Major Projects and our Employee Scholar Program is a notable point of pride, through which Otis sponsors colleagues to pursue degrees or certification programs.

Otis is the world’s leading elevator and escalator manufacturing, installation, and service company. We move 2.4 billion people every day and maintain approximately 2.4 million customer units worldwide, the industry's largest Service portfolio. You may recognize our products in some of the world’s most famous landmarks including the Eiffel Tower, Empire State Building, Burj Khalifa and the Petronas Twin Towers! We are 72,000 people strong, including engineers, digital technology experts, sales, and functional specialists, as well as factory and field technicians, all committed to meeting the diverse needs of our customers and passengers in more than 200 countries and territories worldwide. We are proud to be a diverse, global team with a proven legacy of innovation that continues to be the bedrock of a fast-moving, high-performance company. When you join Otis, you become part of an innovative global industry leader with a resilient business model. You’ll belong to a diverse, trusted, and caring community where your contributions, and the skills and capabilities you’ll gain working alongside the best and brightest, keep us connected and on the cutting edge. We provide opportunities, training, and resources that build leadership and capabilities in Sales, Field, Engineering and Major Projects and our Employee Scholar Program is a notable point of pride, through which Otis sponsors colleagues to pursue degrees or certification programs. Today, we continue pushing the boundaries of what’s possible to thrive in a taller, faster, smarter world.

If you would like to learn more about environmental, social and governance (ESG) at Otis.

Become a part of the Otis team and help us #Buildwhatsnext!

Otis is An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age, or any other protected class according to applicable law.

To request an accommodation in completing an employment application due to a special need or a disability, please contact us at [e-mail].