At a Glance
- Tasks: Deliver outstanding customer service as a Contact Centre Advisor in Coventry.
- Company: Join Schindler, a leader in enhancing urban life through innovative transport solutions.
- Benefits: Enjoy generous holiday allowance, competitive salary, and private healthcare.
- Other info: Flexible working hours with opportunities for growth in a diverse culture.
- Why this job: Make a real impact on people's lives while developing your skills in a supportive environment.
- Qualifications: Experience in a contact centre and strong communication skills are essential.
The predicted salary is between 30000 - 42000 £ per year.
Location: Coventry, England, United Kingdom
Job ID: 84578
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 contributes 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.
Join us as a Contact Centre Advisor. Your main responsibilities:
- Are you passionate about delivering outstanding customer service? Join our dynamic Customer Care Centre (CCC) team in Coventry where you'll play a vital role in providing a customer-centric experience for both external and internal stakeholders.
- As a Customer Care Centre Advisor, you'll be the first point of contact for business customers, consumers, engineers and internal teams, ensuring every interaction is handled efficiently, professionally and in line with strict KPI targets.
- This is a full-time and permanent role, Monday to Sunday - 08:00 to 20:00, totalling to 40 hours per working week.
- 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 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 Schindler Point of Contact (SPOC) for all operational issues and resolutions.
Personal qualities for the position:
- 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 #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.
Any unsolicited application from Recruitment Agencies is deemed to be rejected and does not constitute in any manner an offer from a Recruitment Agency.
Employment Type: Full-Time
Experience: years
Vacancy: 1
Job Opportunities Contact Centre Advisor in Coventry employer: the Schindler Group
At Schindler, we pride ourselves on being an exceptional employer, offering a vibrant work culture in Coventry that prioritises employee growth and development. Our commitment to diversity and inclusion ensures that every team member feels valued, while our competitive benefits package, including generous holiday allowance and private healthcare, supports your well-being. Join us to not only advance your career but also contribute to enhancing urban life for communities around the world.
StudySmarter Expert Advice🤫
We think this is how you could land Job Opportunities Contact Centre Advisor in Coventry
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at the Schindler Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like the Schindler Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Job Opportunities Contact Centre Advisor in Coventry
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to the Schindler Group:Your cover letter is your chance to shine! Tell us why you want to work at the Schindler Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at the Schindler Group!
How to prepare for a job interview at the Schindler Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
