Service Operations Coordinator

Description:

Otis is growing and we are recruiting a Service Operations Coordinator working within our Otisline Contact Center Team, based in Leicester. The hours of work will be 37.5 Monday to Friday.

Key Responsibilities
 

• Complete daily analysis for all shutdown lifts both new and existing across each OT within the UK.
• Provide daily updates to both field operations and customer for shutdown status (Parts orders, quotes, engineer eta)
• Provide additional support to both field operations and customers when service is not being given in a timely manner.
• Complete daily reviews for open calls to ensure they are closed correctly within the agreed SLA set by field operations.
• 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
• Dispatch break-down calls to correct engineer, at pace to ensure contracted SLAs are met
   

What You Will Need To Be Successful
 

• You are passionate about excellent customer service
• You have excellent written and verbal communication skills
• You are a team-player and are able to work under pressure to deliver business commitments