Contact Centre Advisor

Company description:

Location: Coventry, England, United Kingdom
Job ID: 92951

Shift Pattern: Monday to Sunday, 05:00-20:00 on a rota basis (40 hours per week)

At Schindler Ltd (UK), our elevators, escalators, and moving walks safely transport more than two billion people every day through buildings, airports, railway stations, and other transportation hubs around the world. As part of the Schindler team, you'll discover meaningful work that enhances the quality of life for communities and helps make places more accessible, inclusive, and sustainable for all.

We combine innovation, safety, and high ethical standards, fostering a culture of respect for one another and for the world around us. By joining us, you become part of a global success story while contributing to local communities and shaping the future of urban mobility. Together, we continue a proud legacy of excellence and innovation that began in 1874.

Join us as a

We are hiring for a customer-focused Contact Centre Advisor to join its Customer Care Centre (CCC) in Coventry. The successful candidate will act as the first point of contact for customers, engineers, and internal stakeholders, managing inbound and outbound communications while delivering exceptional service against established KPIs and SLAs.

Job description:

• Handle inbound and outbound contact centre calls in line with procedures and service standards
• Provide professional, courteous, and customer-centric support
• Manage escalations, complaints, and operational issues effectively
• Monitor and respond to system alerts and equipment condition flags
• Follow tele-alarm and tele-monitoring protocols
• Act as a Single Point of Contact (SPOC) for operational issues and resolutions
• Maintain accurate records and CRM updates
• Support continuous improvement initiatives and training programmes
• Deliver personal and team performance targets

Profile description:

Essential

• Previous experience in a contact centre or call centre environment
• Excellent verbal and written communication skills
• Strong customer service orientation
• Good IT skills and experience with CRM systems
• Ability to remain calm and professional when handling emergencies, complaints, or escalations
• Flexibility to work evenings and weekends as required by the rota

Desirable

• SAP CRM experience
• Experience within financial services or sales environments

We offer:

• Competitive salary
• 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