Service Ops Coordinator: SLA & Customer Care

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

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.