Date Posted:

2024-08-23

Country:

United Kingdom

Location:

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

Customer Service Team Leader

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 Customer Service Team Leader 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.

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 billion people every day and maintain approximately 2.2 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 69,000 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.  

Become a part of the Otis team and help us #Buildwhatsnext! 

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.

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