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- Tasks: Handle inbound and outbound calls, ensuring excellent customer service and effective issue resolution.
- Company: Join Schindler Group, a leader in enhancing urban life through innovative transport solutions.
- Benefits: Generous holiday allowance, competitive salary, private healthcare, and a supportive work culture.
- Other info: Be part of a diverse team committed to inclusion and sustainability.
- Why this job: Make a real impact on people's lives while developing your skills in a dynamic environment.
- Qualifications: Experience in a contact centre, strong communication skills, and flexibility with working hours.
The predicted salary is between 30000 - 42000 £ per year.
Overview
Location: Coventry, England, United Kingdom
Job ID: 84579
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 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.
Join us as a
Contact Centre Advisor (Out of Hours)
Responsibilities
- Responsible for the effective response and processing of inbound and outbound contact centre calls, within defined processes and procedures on a 24x7x365 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 of self-learning and development opportunities.
- Deal with all tasks assigned by the Centre Supervisor, Manager or Director.
- Ensure that personal and contact centre performance metrics (KPIs and SLAs) 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 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.
- Generous Holiday allowance
- Competitive base salary
- Competitive Pension
- Single Option Private Healthcare (BUPA)
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 Team Schindler! 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.
Any unsolicited application from Recruitment Agencies is deemed to be rejected and does not constitute in any manner an offer from a Recruitment Agency.
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Contact Centre Advisor (Out of Hours) Job Details | Schindler Group employer: Schindler Group
Contact Detail:
Schindler Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Advisor (Out of Hours) Job Details | Schindler Group
✨Tip Number 1
Get to know the company! Research Schindler Group and their values. When you understand what they stand for, you can tailor your conversations to show how you fit into their mission of enhancing quality of life.
✨Tip Number 2
Practice your communication skills! As a Contact Centre Advisor, you'll need to be clear and professional. Role-play with a friend or family member to get comfortable handling different types of calls and scenarios.
✨Tip Number 3
Be flexible and ready to adapt! The job requires working various hours, so show your willingness to take on shifts that might include evenings and weekends. This will demonstrate your commitment to the team.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and genuinely interested in joining the Schindler team.
We think you need these skills to ace Contact Centre Advisor (Out of Hours) Job Details | Schindler Group
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for delivering excellent service shine through. We want to see that you genuinely care about enhancing the quality of life for our customers and communities.
Tailor Your CV: Make sure your CV is tailored to the Contact Centre Advisor role. Highlight any relevant experience in call centres and your strong communication skills. We love seeing how your background aligns with what we do!
Be Professional: Keep your tone professional yet friendly in your written application. Remember, we’re looking for someone who can maintain a courteous manner with customers and colleagues alike, so let that come across in your writing.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way to ensure your application gets to us directly. Plus, you’ll find all the details you need about the role and our company culture there.
How to prepare for a job interview at Schindler Group
✨Know the Company
Before your interview, take some time to research Schindler Group. Understand their mission, values, and the role they play in enhancing urban life. This will not only help you answer questions more effectively but also show your genuine interest in the company.
✨Showcase Your Communication Skills
As a Contact Centre Advisor, strong communication is key. Prepare examples from your past experiences where you successfully handled customer queries or complaints. Practising clear and concise responses will help you demonstrate your verbal skills during the interview.
✨Be Ready for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities. Think of situations where you had to deal with emergencies or difficult customers. Use the STAR method (Situation, Task, Action, Result) to structure your answers effectively.
✨Highlight Flexibility and Teamwork
Since the role requires flexibility with working hours, be prepared to discuss your availability and willingness to work evenings and weekends. Also, share examples of how you've collaborated with team members in previous roles to enhance service delivery.