Contact Centre Advisor Job Details | Schindler Group

Location: Coventry, England, United Kingdom

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.

We are recruiting for a Customer Care Centre Advisor to join our Team based in Coventry. The successful candidate will be responsible for providing a customer centric contact centre service experience and to support company contracts and business units via the provision of outstanding customer service to external and internal stakeholders, and in accordance with strict targets. You will work across a variety of shifts, ranging between 8am and 8pm from Monday through to Friday. You will primarily be answering business customer calls across a 24 x 7 x 365 Operation, receiving customer calls in an efficient and professional manner, responding to Consumers, Lift Emergencies, Internal Stakeholder and Engineer calls in a dynamic and fast paced working environment. This is a full time and permanent role working 40 hours a week.

Duties & Responsibilities:

• Responsible for the effective response and processing of Inbound and Outbound Contact Centre Calls, within defined processes and procedures on a 24x7x 365 basis.
• Maintaining and displaying a professional and courteous manner in all dealings with customers, internal stakeholders, regional offices and Engineers.
• Ensuring defined escalation processes and procedures are adhered to at all times whilst 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 as required, inclusive ‘self-learning’ and development opportunities.
• Deal with all and any tasks assigned by the Centre Supervisor, Manager or Director.
• Ensure that 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 at all times.
• Ensure by referral and escalation that all potential media issues are managed in accordance with Company procedure.
• Act as a Single Point of Contact (SPOC) for All Operational issues and resolutions.
• All employees are required to work in accordance with established Company Occupational Health and Safety policies and procedures to ensure compliance with current UK legal requirements and Schindler Group safety requirements.
• Employees must comply with Company Health & Safety requirements and set a personal example of safe behaviour at all times.
• Employees will be required to contribute to the Company safety objectives, where necessary by maintaining/monitoring current safety systems under their direct control and implementing agreed changes (where applicable) to Schindler Ltd occupational health and safety management system.

Candidate Requirements:

• Proven current Contact Centre Service Delivery experience.
• Proven Contact / Call centre (IT & Systems) experience.
• CRM Recording and accurate Data Entry skills.
• Experience of SAP (CRM) would be ideal.
• A passionate approach to delivering service delivery.
• Exemplary communication skills.
• 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.

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.

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!

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.