Service Operations Coordinator

Otis SE; Leicester; On-site; GBP 26,000 - 38,000; Full time

Benefits offered by this job

Long-term contract

Training program

Competitive remuneration

Job summary

Otis is seeking a Service Operations Coordinator based in Leicester to join our Customer Care Centre team. You will support field operations, manage shutdown analyses, update customers on status, and help ensure service levels are met across the UK.

Working hours are 8:00am to 4:00pm, Monday to Friday, with a focus on customer-centric problem solving and timely communication. Otis is a global leader in elevator and escalator services, values Safety and Ethics, and offers development

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 shutdown lifts across the UK.
• 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 they are closed within the SLA.
• Review follow up calls weekly and close.
• Support insurance work requests where defects are identified to action within SLA.
• Be the voice of the customer when issues are escalated to stakeholders.
• Arrange permits for engineers to attend sites when required.
• Offer quality call handling as overflow.

Skills

Field Operations knowledge

Interpersonal communication

Customer-centric mindset

Problem solving under pressure

Time management

Ownership mindset

Job description

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. 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]. We go to great lengths to hire and develop the best people, and offer a supportive environment where employees are motivated and empowered to perform at their full potential. Today, we continue pushing the boundaries of what's possible to thrive in a taller, faster, smarter world.