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- Tasks: Provide outstanding customer service in a fast-paced call centre environment.
- Company: Join Schindler, enhancing urban life with innovative transport solutions since 1874.
- Benefits: Enjoy flexible working hours and opportunities for personal development.
- Why this job: Be part of a team that values inclusivity, sustainability, and community impact.
- Qualifications: Experience in contact centre roles and strong communication skills are essential.
- Other info: Full-time, permanent role with a dynamic shift pattern.
The predicted salary is between 24000 - 36000 £ per year.
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, primarily 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.
Contact Centre Advisor 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 (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 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.
- 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.
Call Centre Advisor in Coventry employer: Schindler Limited
Contact Detail:
Schindler Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Call Centre Advisor in Coventry
✨Tip Number 1
Familiarise yourself with the company’s values and mission. Schindler focuses on enhancing urban life through innovation and safety, so demonstrating your alignment with these principles during any interactions can set you apart.
✨Tip Number 2
Prepare for potential scenario-based questions that may arise during interviews. Given the nature of the role, think about how you would handle specific customer service situations, especially emergencies, to showcase your problem-solving skills.
✨Tip Number 3
Network with current or former employees of Schindler, if possible. They can provide insights into the company culture and expectations, which can help you tailor your approach when applying and interviewing.
✨Tip Number 4
Demonstrate your flexibility and willingness to work varied shifts. Since this role requires working across a 24/7 operation, highlighting your availability and adaptability can make you a more attractive candidate.
We think you need these skills to ace Call Centre Advisor in Coventry
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the responsibilities and requirements of the Call Centre Advisor position. Tailor your application to highlight relevant experience and skills that match what the company is looking for.
Craft a Strong CV: Ensure your CV is up-to-date and clearly outlines your contact centre experience, communication skills, and any relevant IT systems knowledge, such as SAP. Use bullet points for clarity and focus on achievements that demonstrate your ability to deliver excellent customer service.
Write a Compelling Cover Letter: In your cover letter, express your passion for customer service and how your previous experiences align with the company's values. Mention specific examples of how you've handled customer issues or improved service delivery in past roles.
Proofread Your Application: Before submitting your application, carefully proofread all documents for spelling and grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for a role in customer service.
How to prepare for a job interview at Schindler Limited
✨Know the Company
Before your interview, take some time to research Schindler and their commitment to quality urban life. Understanding their values and mission will help you align your answers with what they stand for, showing that you're genuinely interested in being part of their team.
✨Demonstrate Customer Service Skills
As a Call Centre Advisor, your ability to provide outstanding customer service is crucial. Prepare examples from your past experiences where you successfully handled customer inquiries or resolved complaints, highlighting your communication skills and problem-solving abilities.
✨Be Ready for Scenario Questions
Expect to be asked how you would handle specific situations, especially emergencies or difficult customers. Practise your responses to common scenario questions, focusing on your diplomatic skills and ability to remain calm under pressure.
✨Show Flexibility and Team Spirit
Since the role requires flexibility with working hours, be prepared to discuss your availability and willingness to work weekends or evenings. Emphasise your ability to work well within a team and support your colleagues, as this is key in a fast-paced contact centre environment.
