Contact Centre Advisor in Coventry

Location: Coventry, England, United Kingdom

Job ID: 86482

We Elevate... Quality of urban life. Our elevators, escalators, and moving walks safely transport more than two billion of us up and down buildings and across transportation hubs every day. As part of the Schindler team, you’ll discover meaningful work that enhances quality of life for communities, and contribute to making places more accessible, inclusive, and sustainable for all. We combine innovation, safety, and high ethical standards, ensuring respect both among colleagues and for the world around us. By joining us, you don’t just become part of our success story; you help shape the future and continue our rich legacy that started back in 1874.

Responsibilities:

• Responsible for the effective response and processing of inbound and outbound contact centre calls, within defined processes and procedures on a 24x7x365 basis.
• Maintain a professional and courteous manner in all dealings with customers, internal stakeholders, regional offices and engineers.
• Ensure defined escalation processes and procedures are adhered to at all times while ensuring that all calls, issues and/or complaints are handled effectively and respectfully.
• Review and respond to all condition flags on the system as appropriate, ensuring calls are logged, contract requirements understood and equipment handled effectively.
• Adhere to call handling protocols for Tele-Alarm and all Tele-Monitoring devices, ensuring delivery and management to strict contract conditions.
• Participate in and support training and continuous process improvement initiatives of the Contact Centre, including self-learning and development opportunities.
• Deal with tasks assigned by the Centre Supervisor, Manager or Director.
• Ensure personal and contact centre performance metrics (KPI’s and SLA’s) are known, understood and delivered as directed on a daily, weekly and monthly basis.
• Foster excellent relations with internal and external customers to further the aims of the communication and business strategy.
• Ensure by referral and escalation that all potential media issues are managed in accordance with company procedure.
• Act as a Schindler Point of Contact (SPOC) for all operational issues and resolutions.

What You Bring:

• A passionate approach to delivering service delivery.
• Strong communication skills. Written & Verbal.
• Flexibility with working hours to ensure adequate support for the team.
• Flexibility to work some weekends and evenings, in accordance with the shift pattern/rota.
• Diplomatic and sensitivity skills for dealing with emergencies and issues.
• The ability to support and influence the wider customer experience.
• Ability to proactively resolve customer issues, concerns and complaints.

Experience Required:

• Proven experience in a contact/call centre environment.
• Strong IT and CRM data entry skills (SAP CRM experience is a plus).
• Experience in financial services or sales is advantageous.

What’s in it for you?

• Join our purpose-driven organization. Help shape an industry in which two billion people rely on our products and services every day.
• Your development matters to us. We help you grow by offering the support you need to develop your skills and access a rewarding and fulfilling career.
• Thrive in a diverse and supportive culture. Through local and global initiatives, we promote a culture of inclusion which celebrates diversity and ensures that everyone feels valued.
• Competitive salary with a discretionary annual bonus.
• Company car or allowance (for eligible roles).
• 25 days’ holiday plus bank holidays, and an annual paid volunteering day.
• Pension scheme with 6% company contribution.
• Comprehensive life assurance.
• Enhanced family leave.
• Private medical cover with a trusted provider, plus 24/7 virtual GP access.
• Employee Assistance Programme offering confidential support.
• Free eye tests and eyewear discounts.
• Access to a range of employee benefits, including Tech and Cycle to Work schemes, plus exclusive retailer discounts.

We Elevate… Your Career. Become part of our team, help us enhance quality of life and drive innovation while raising the bar for safety and sustainability. We value your diverse skills and perspectives as together we shape the sustainable cities of today and tomorrow.

Are you ready to embark on a new journey? Join #TeamSchindler! Discover more on our career website.

At Schindler Group we value inclusion and diversity, and practise equity to create equal opportunities for all. We endeavour that all qualified applicants will receive consideration for employment without regard to age, race, ethnic background, colour, religious affiliation, union affiliation, gender, gender identity, sexual orientation, marital status, national origin, nationality, genetics and health or disability.