Service Operations Specialist – Customer Care

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

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.