Customer Service Coordinator - Dispatcher

Kone México; Greater London; Hybrid; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Hybrid working

25 days holiday

Bank holidays

Pension scheme

Dental Insurance

Medical Insurance

GymFlex Membership

KONE Discounts

Job summary

KONE is seeking a Customer Service Coordinator/Dispatcher to act as the primary contact for customers’ service needs and questions during ongoing jobs. This permanent role follows a Monday–Friday 08:30–17:00 schedule in a hybrid UK setting.

The role requires dispatcher and customer service experience, strong communication skills, and the ability to manage calls and coordinate engineers while adhering to safety procedures. Training will be provided.

Qualifications

• Dispatcher experience is essential.

Responsibilities

• Welcome customers and users, identify requests and provide adequate answers.
• Manage incoming requests by telephone and email.
• Support supervisors in following up open callouts and reporting on open jobs.
• Record and book jobs and dispatch engineers promptly.
• Identify safety situations and provide safety instructions per procedures.

Skills

Dispatcher experience

Customer service

Telephone manner

Problem solving

Team player

Written and spoken English

Tools

Salesforce

Word

Excel

Outlook

Job description

Job Description

We are looking for a Customer Service Coordinator/Dispatcher to be part of a team, as the main contact point for our customers relating to their service needs, or questions relating to a job in progress. This is a permanent position, Monday - Friday, hours 08:30 - 17:00

Responsibilities

• To welcome customers and users, according to KONE processes and standard instruction, identify and classify their requests and provide an adequate answer.
• To manage incoming requests by telephone as well as by email.
• Support the supervisors/Area Service Managers in following up open callouts, back reporting open jobs or specific reports on open jobs that are available on Supervisor/ASM reports.
• To make the contact as easy as possible for the customer/engineer and provide adequate information and support.
• Record and book any jobs and dispatch engineers in a timely and efficient manner.
• To identify safety situations and manage these by giving the adequate safety instructions as described in our global safety procedures.
• You will show empathy, be aware about customer feelings in such situation and provides adequate safety advice to calm the passenger if needed.
• You will need to follow the KONE processes by showing responsiveness, responsibility, and quick spirit.
• Collaborate by attending regional meetings with wide and varied attendees supporting ASM/Supervisor with data.
• Review and update daily planning schedules to maximise efficiency and profitability though GANT governance.
• Customer first mindset putting the customer at the heart of everything we do.
• Demonstrate courage when dealing with customers and engineers, making the right decision for the business, and communicating in an open and honest manner.
• Adhoc administrative tasks.

Skills and Experience Required

• Must have Dispatcher experience.
• Previous work experience in customer service is essential.
• Call Out / Dispatch experience is a bonus.
• Salesforce experience would be beneficial.
• Regional Geographical experience/understanding (London/Scotland/Wales) beneficial.
• Excellent telephone manner.
• Good problem-solving skills.
• Good Word, Excel, and Outlook.
• Collaborative team player.
• Good written and spoken English.
• Full Training will be provided.

What KONE can offer

• competitive salary
• 25 days holiday and 8 additional Bank Holidays
• 1 volunteering day
• Pension Scheme
• Development opportunities and development reviews to help you achieve your professional goals.
• Endless support from experienced leaders within the lift and escalator industry
• Bonus
• Dental Insurance
• Medical Insurance
• GymFlex Membership
• Kone Discounts
• 24/7 GP Support & Wellbeing Access
• hybrid working

At KONE, we are focused on creating an innovative and collaborative working culture where we value the contribution of each individual. Employee engagement is a key focus area for us and we encourage participation and the sharing of information and ideas. Sustainability is an integral part of our culture and the daily practice. We follow ethical business practices and we seek to develop a culture of working together where co-workers trust and respect each other and good performance is recognized. In being a great place to work, we are proud to offer a range of experiences and opportunities that will help you to achieve your career and personal goals and enable you to live a healthy and balanced life.

Read more on https://kone.com/global/en/careers.html

At KONE, our purpose is to shape the future of cities. As a global leader in the elevator and escalator industry, we move two billion people every day, making their journeys safe, convenient, and reliable with smart and sustainable People Flow®. In 2025, KONE had annual sales of EUR 11.2 billion, and at the end of the year over 60,000 employees in close to 70 countries. KONE class B shares are listed on the Nasdaq Helsinki Ltd. in Finland.