Service Operations Coordinator

Otis; Leicester; On-site; GBP 26,000 - 32,000; Full time

Job summary

Otis is recruiting a Service Operations Coordinator in Leicester for the Customer Care Centre. The role involves daily analysis of shutdown lifts, updating customers, and supporting field teams within SLA guidelines.

You will manage permits, escalate customer concerns, and maintain high-quality call handling as overflow support. Ideal candidates are familiar with field operations, excel in communication, and demonstrate resilience under pressure.

Qualifications

• Experience or familiarity with field operations processes.
• Strong verbal and written communication skills.
• Customer-focused approach with problem-solving abilities.

Responsibilities

• Complete daily analysis for all shutdown lifts across UK regions.
• Provide daily updates to field operations and customers on shutdown status.
• Support field operations and customers when service is delayed.
• Review open calls to ensure closure within the SLA.
• Conduct weekly follow-up calls and close cases.
• Support insurance requests for immediate and timed defects per SLA.
• Advocate for the customer by escalating concerns to stakeholders.
• Arrange permits for engineers to attend sites when required.
• Provide prompt, high-quality call handling as overflow.

Skills

Field Operations

Interpersonal communication

Customer-centric mindset

Problem-solving

Resilience under pressure

Ownership mindset

Job description

Date Posted:2026-08-27Country:United KingdomLocation:Grove Park, 7 Barton Close Grove Park, LE19 1SJ, Leicester, United kingdomJob descriptionService CoordinatorRole OverviewWould 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 Service Operations Coordinator within the Customer Care Centre Team, based in Leicester. The hours of work will be 8:00am to 4:00pm Monday to Friday.On a typical day you will:Complete daily analysis for all shutdown lifts both new and existing across each region within the UKProvide daily updates to both field operations and customers for shutdown statusProvide additional support to both field operations and customers when service is delayedComplete daily reviews for open calls to ensure they are closed correctly within the agreed SLAReview follow up calls weekly and closeSupport insurance work requests where immediate and timed defects are identified to action within the agreed SLABe the voice of the customer when issues have been by escalated bringing concerns to the relevant stakeholdersArrange permits for engineers to attend some sites when required.Offer quality call handling promptly and efficiently as overflowWhat you will need to be successful:Familiar with Field Operations processesExcellent interpersonal and communication skillsCustomer-centric mindset with excellent problem-solving skillsResilience in handling stressful situations and ability to solve problemsComfortable to manage wide range of tasks under time-sensitive conditionsHave a “Can do” attitude with a strong sense of ownershipWhat’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 standardsWe will train you intensively in the areas of technology, processes & soft skills, and you can exchange ideas with experienced colleagues at any time.Apply today to join us and build what’s next.If you live in a city, chances are we will give you a lift or play a role in keeping you moving every day.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 .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].