Customer Care Dispatcher — WOs & Tech Support

Otis Elevator Co.; Leicester; On-site; GBP 26,000 - 34,000; Full time

Job summary

Otis Elevator Co. in Leicester is recruiting for a Customer Care Champion - Dispatcher.

The role operates 8:00am–4:00pm, Monday to Friday, acting as the primary interface between internal and external customers within Otis line Contact Center, with opportunities to upskill into other areas. You will dispatch WOs, provide ETAs, manage call handling per KPI, and keep WOs updated in CRM while maintaining high call quality.

Qualifications

• Passion for excellent customer service.
• Strong written and verbal communication skills.
• Teamplayer able to work under pressure to meet commitments.

Responsibilities

• Dispatch work orders (WOs) to technicians quickly after remotely verifying the issue.
• Provide technicians' ETA to customers when needed.
• Manage availability to receive calls from technicians and customers per KPIs.
• Ensure WOs are updated in CRM for visibility across the team.
• Maintain a high standard of call quality and customer interactions.
• Dispatch maintenance or insurance visits for open WOs or as requested by the field.
• Complete admin tasks as requested by the field when needed.
• Support other CCC teams such as the emergency alarm desk when required.

Skills

Customer service

Written communication

Verbal communication

Job description

Otis Elevator Co. in Leicester is recruiting for a Customer Care Champion - Dispatcher.

The role operates 8:00am–4:00pm, Monday to Friday, acting as the primary interface between internal and external customers within Otis line Contact Center, with opportunities to upskill into other areas. You will dispatch WOs, provide ETAs, manage call handling per KPI, and keep WOs updated in CRM while maintaining high call quality.