Customer Care Champion - Emergency Desk

OTIS LIMITED; Leicester; On-site; GBP 22,000 - 30,000; Full time

Job summary

A leading global company in Leicester is seeking a Customer Advisor for their Emergency Desk. This role requires excellent communication skills and a customer-centric mindset. Duties include answering alarm calls, adhering to scripts, and managing customer inquiries efficiently. The position offers long-term employment in a crisis-proof industry with competitive remuneration and opportunities for career growth.

Benefits

Long-term employment contract

Competitive remuneration

Intensive training

Opportunities for career growth

Responsibilities

• Answer alarm calls on the Emergency Desk.
• Follow call scripts and adhere to processes.
• Obtain and record details of trapped passengers.
• Manage the Otisline inbox according to guides.

Skills

Excellent language and communication skills

Customer‑centric mindset

Resilience in handling stressful situations

Problem-solving ability

Comfortable managing multiple tasks

Familiarity with IT systems

Job description

Otis is growing, and we are recruiting a Customer Advisor for our Emergency Desk, working with our Inbound Call team based in Leicester. The shift is 8 am–4 pm. As the primary interface between our internal and external customers, you will be the first point of contact for customers experiencing issues with their equipment and will have the flexibility and ability to upskill into other areas of the customer‑service centre.

Key Responsibilities

• Typical day
• Answer alarm calls through the various alarm and phone line systems on the Emergency Desk.
• Follow call scripts and adhere to processes and procedures.
• Obtain and record details of trapped passengers.
• Manage the Otisline inbox in line with the how‑to guides available on the desk.
• Role KPIs
• Adhere to OtisLine service quality and productivity standards.
• Follow call scripts and the trapped‑passenger script.
• Ensure availability and manage unavailability time among team members.
• Respond to emails within 30 minutes of receipt.

Key Skills & Qualifications

• Excellent language and communication skills.
• Customer‑centric mindset and empathy for people.
• Resilience in handling stressful situations and ability to solve problems.
• Comfortable managing a wide range of tasks under time‑sensitive conditions.
• Familiarity with living Otis leadership behaviours, Otis Absolutes, and multiple IT systems.

Benefits

• Long‑term employment contract a leading crisis‑proof industry.
• Competitive remuneration in accordance with local standards.
• Intensive training in technology, processes and soft skills.
• Opportunities for career growth and role expansion within Otis.