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Service Operations Coordinator
Job summary
A leading elevator company is seeking a Service Operations Coordinator to join their Contact Center Team in Leicester. Responsibilities include analyzing shutdown lifts, providing updates to operations, and ensuring timely support to customers. Candidates should excel in customer service, possess excellent communication skills, and be able to work under pressure. This role offers training in technology and processes to foster career growth. Apply today to help keep cities moving!
Qualifications
- Passionate about excellent customer service.
- Excellent written and verbal communication skills.
- Team player capable of working under pressure.
Responsibilities
- Complete daily analysis for shutdown lifts across the UK.
- Provide updates on shutdown status to operations and customers.
- Support field operations and customers for timely service.
- Ensure open calls are closed correctly within SLAs.
- Review follow-up calls weekly to ensure closure.
- Support urgent insurance work requests as needed.
- Act as customer voice in escalated issues with stakeholders.
- Arrange site permits for engineers when necessary.
- Handle quality call handling as overflow promptly.
- Dispatch breakdown calls to the correct engineer rapidly.
Skills
Date Posted: 2026-01-20
Country: United Kingdom
Location: Grove Park, 7 Barton Close Grove Park, LE19 1SJ, Leicester, United kingdom
Otis is growing and we are recruiting a Service Operations Coordinator working within our Otis line Contact Center Team, based in Leicester. The hours of work will be 37.5 Monday to Friday.
- 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.
- 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
We will train you intensively in the areas of technology, processes & soft skills and you can exchange ideas with experienced colleagues at any time. With strong performance, you will have the opportunity to grow in this role to build a career at Otis. Apply today to join us and build what’s next! 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 An Equal Opportunity 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 protected class according to applicable law. To request an accommodation in completing an employment application due to a special need or a disability, please contact us at careers@otis.com.
* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.