Customer Service Advisor

Otis; Leicester; On-site; GBP 14,000 - 19,000; Full time

Job summary

Otis is seeking a Customer Care Champion for its Emergency Desk in Leicester. You will be the first point of contact for customers with equipment issues, working with the inbound call team. The role operates 8 am–4 pm, with on-camera calls and recordings as part of standard practice.

Join a global leader in elevators and escalators, where you will handle alarm calls, follow scripts, and manage inquiries while providing empathetic, customer-centric support to passengers and clients worldwide.

Qualifications

• Excellent language and communication skills.
• Customer-centric mindset and empathy for people.
• Resilience in handling stressful situations and ability to solve problems.
• Affinity using multiple IT systems.

Responsibilities

• Answer alarm calls on the Emergency Desk using alarm and phone lines.
• Follow call scripts and adhere to processes and procedures.
• Record details of trapped passengers and update Otisline Inbox.

Skills

Communication

Customer focus

Resilience

IT systems

Job description

Date Posted:
2026-10-15
Country:
United Kingdom
Location:
Grove Park, 7 Barton Close Grove Park, LE19 1SJ, Leicester, United kingdom
Job Title
Customer Care Champion - Emergency Desk Operator

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 Advisor for our Emergency Desk, working with our Inbound Call team, based in Leicester. The hours of work will be 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. Please note you will be on camera and recorded during calls.

On a typical day, you will:

• Answer all alarm calls through the various alarm and phone line systems on the Emergency Desk
• Follow call scripts and adhere to the processes and procedures
• Obtain and record details of trapped passengers
• Manage Otisline Inbox in line with the how-to guides available on the desk.

Role KPI’s are:

• Adhere to OtisLine service quality and productivity standards
• Follow call scripts (re. call guidelines and Trapped passenger script)
• Ensure availability and manage unavailability time amongst your team members.
• Ensure that Emails are tobe respondedto within30 minutesof being received
• Manage Otisline Inbox usingthe combined user guide.

What you will need to be successful:

• 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
• Affinity using multiple IT systems

What’s In it For Me / Benefits:

• You will receive a long-term employment contract with the world market leader in a crisis-proof industry.
• We offer you remuneration in accordance with local standards
• We will train you intensively in the areas of technology, processes & 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.

If you live in a city, chances are we will give you a lift or play a role in keeping you moving everyday.

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, our focus more than ever is on people. As a global, people-powered company, we put people – passengers, customers, and colleagues – at the center of everything we do. We are guided by our values that we call our Three Absolutes – prioritizing Safety, Ethics, Quality in all that we do. If you would like to learn more about environmental, social and governance (ESG) at Otis click here .

Privacy Policy and Terms:

Click on this link to read the Policy and Terms

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].