Address
Salary Date Posted:
2022-04-06 Country:
United Kingdom Location:
Otis & Subsidiaries Leicester, 123 Abbey Lane, Leicester, LE4 5QX, UK. Customer Service Team Leader
Saturday & Sunday, 8am-4pm
Competitive Salary + Pension + Benefits
If you live in a city, chances are we give you a lift or play a role in keeping you moving every day. Otis is the world’s leading manufacturer, installer and servicer of elevators, escalators and moving walkways.
Every day we move more than 2 billion people. Our current 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 looking for a Weekend Customer Service Advisor to work within our Contact Call Centre in Leicester.
What’s on offer;
- You’ll be offered top-class, in-house training giving you the knowledge and tools to deal with a wide range of queries.
- An insight into a highly technical field, giving you the chance to get your foot in the door with a global company that put you at heart of our business. We’ll ensure you’re the best you can be through personal and professional development, hopefully leading to internal moves.
- A dedicated weekend shift pattern, allowing you the opportunity to gain exposure to a high volume call centre, whilst studying, Ideal for students.
You’re day to day.
- Manage team performance ensuring quality customer call handling and prompt dispatch of engineer calls achieving contracted client KPI’s
- Prepare cover rota’s for all UK regions taking remedial action where required
- Drive engineer safety through our “All Safe” system at all times
- Monitor notes added to the CRM system by agents for quality and accuracy
- Conduct agent 1-2-1 meetings on a regular monthly basis giving feedback and support where required
- Act as an escalation interface for field colleagues and on-call managers
- Identify areas of improvement within the existing way of working and implement following necessary discussion
What you’ll need:
- Strong communication skills, both verbally and written.
- Great coaching, mentoring and Leadership experience, ideally within a busy call centre.
- Proven experience dealing with a high workload, able to work both proactively and reactively to resolve external complaints.
- Great Customer Services skills, weather gained within the hospitality or retail sectors. As long as you can understand, empathies and provide a customer focused journey.
- Have a “right first time” mentality, looking to go above a beyond to rectify technical issues, which may include serious breakdowns.
- Able to work over the weekend, giving you the chance to have the week free.
Otis is the world’s largest elevator and escalator manufacturing, installation and service business. We serve customers in over 200 countries and territories around the world and maintain more than 2 million elevators and escalators globally. Our Gen2® elevator system, energy-saving ReGen™ drive technology and Link escalator solutions have set industry standards for innovation and performance.
Otis has more than 69,000 employees, including engineers, digital technology experts, sales and functional specialists, as well as factory and field technicians. We are proud to be a global team that continues to rise to the challenges of a fast-moving, high-performance company. Together, the people of Otis are creating new ideas and opportunities by collaborating across time zones, geographies and cultures to better serve our customers. So just imagine where you can take your career!
Otis is An Equal Opportunity/Affirmative Action 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 federally protected class.To request an accommodation in completing an employment application due to a special need or a disability, please contact us at
careers@otis.com
.
