Service Operations Coordinator

Otis Elevator Co.; Leicester; On-site; GBP 28,000 - 34,000; Full time

Benefits offered by this job

Training opportunities

Global leader in elevator industry

Job summary

Otis Elevator Co. in Leicester is seeking a Service Operations Coordinator to join the Customer Care Centre. The role supports field operations, tracks shutdown lifts UK-wide, and ensures timely updates to customers, while managing SLA adherence and escalation when needed.

Working hours are 8:00am to 4:00pm, Monday to Friday. The successful candidate will handle permits, provide overflow call handling, and collaborate with stakeholders to keep customers informed.

Qualifications

• Familiar with Field Operations processes.
• Excellent interpersonal and communication skills.
• Customer-centric mindset with excellent problem-solving skills.
• Resilience in handling stressful situations and ability to solve problems.
• Comfortable to manage wide range of tasks under time-sensitive conditions.
• Have a “Can do” attitude with a strong sense of ownership.

Responsibilities

• Complete daily analysis for all shutdown lifts both new and existing across each region within the UK
• Provide daily updates to both field operations and customers for shutdown status
• Provide additional support to both field operations and customers when service is delayed
• Complete daily reviews for open calls to ensure they are closed correctly within the agreed SLA
• Review follow up calls weekly and close
• Support insurance work requests where immediate and timed defects are identified to action within the agreed SLA
• Be the voice of the customer when issues have been by escalated bringing concerns to the relevant stakeholders
• Arrange permits for engineers to attend some sites when required.
• Offer quality call handling promptly and efficiently as overflow

Skills

Field Operations processes

Interpersonal communication

Customer-centric mindset

Problem solving

Resilience under pressure

Time management

Ownership mindset

Job description

Location

Grove Park, 7 Barton Close Grove Park, LE19 1SJ, Leicester, United kingdom

Date Posted

2026-08-27

Country

United Kingdom

Job Title

Service Coordinator

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 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 UK
• Provide daily updates to both field operations and customers for shutdown status
• Provide additional support to both field operations and customers when service is delayed
• Complete daily reviews for open calls to ensure they are closed correctly within the agreed SLA
• Review follow up calls weekly and close
• Support insurance work requests where immediate and timed defects are identified to action within the agreed SLA
• Be the voice of the customer when issues have been by escalated bringing concerns to the relevant stakeholders
• Arrange permits for engineers to attend some sites when required.
• Offer quality call handling promptly and efficiently as overflow

What you will need to be successful

• Familiar with Field Operations processes
• Excellent interpersonal and communication skills
• Customer-centric mindset with excellent problem-solving skills
• Resilience in handling stressful situations and ability to solve problems
• Comfortable to manage wide range of tasks under time-sensitive conditions
• Have a “Can do” attitude with a strong sense of ownership

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.

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 click here.

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].