Service Operations Coordinator

Date Posted:

2025-07-02

Country:

United Kingdom

Location:

Grove Park, 7 Barton Close Grove Park, LE19 1SJ, Leicester, United kingdom

Job Title
Service Operations Coordinators 
Role Overview
Would you like to join a truly international, talent driven company that values Safety, Ethics, Quality, Innovation and Employee Opportunity?

Otis is growing and we are recruiting a Service Operations Coordinators working within our Otisline Contact Center Team, based in Leicester. The hours of work will be 37.5.

Role Objective:

• To support regional business units across the UK to improve the quality of service provided to customers and key stakeholders. ​
• Collate information from multiple data sources to reduce timeframes for shutdown lifts, open calls post attendance, follow up calls where additional attendance is required. ​
• Continuously evolve completion of admin tasks that increase SDM availability to customers. ​
• Reduce inefficiencies, improve margins and support growth across the service portfolio.

Key Responsibilities​

Be first point of contact for customers facing issues with their equipment. Including, passengers trapped in an elevator and equipment with a fault that requires a technician visit.​

You are expected to:​​

• Complete daily analysis for all shutdown lifts both new and existing across each OT within the UK.​
• Provide daily updates to both field operations and customer for shutdown status (Parts orders, quotes, engineer eta)​
• Provide additional support to both field operations and customers when service is not being given in a timely manner. ​
• Complete daily reviews for open calls to ensure they are closed correctly within the agreed SLA set by field operations. ​
• Review follow up calls weekly and close​
• Support insurance work requests where immediate and timed defects are identified to action within the agreed SLA​
• Be the voice of the customer when issues have been by escalated bringing concerns to the relevant stakeholders ​
• Arrange permits for engineers to attend some sites when required. ​
• Offer quality call handling promptly and efficiently as overflow ​
• Dispatch break-down calls to correct engineer, at pace to ensure contracted SLAs are met,

If you live in a city, chances are we will give you a lift or play a role in keeping you moving every day. 

Otis is the world’s leading elevator and escalator manufacturing, installation, and service company. We move 2 billion people every day and maintain approximately 2.2 million customer units worldwide, the industry's largest Service portfolio.  

You may recognize our products in some of the world’s most famous landmarks including the Eiffel Tower, Empire State Building, Burj Khalifa and the Petronas Twin Towers! We are 69,000 people strong, including engineers, digital technology experts, sales, and functional specialists, as well as factory and field technicians, all committed to meeting the diverse needs of our customers and passengers in more than 200 countries and territories worldwide. We are proud to be a diverse, global team with a proven legacy of innovation that continues to be the bedrock of a fast-moving, high-performance company.  

When you join Otis, you become part of an innovative global industry leader with a resilient business model. You’ll belong to a diverse, trusted, and caring community where your contributions, and the skills and capabilities you’ll gain working alongside the best and brightest, keep us connected and on the cutting edge.  

We provide opportunities, training, and resources, that build leadership and capabilities in Sales, Field, Engineering and Major Projects and our Employee Scholar Program is a notable point of pride, through which Otis sponsors colleagues to pursue degrees or certification programs.   

Today, our focus more than ever is on people. As a global, people-powered company, we put people – passengers, customers, and colleagues – at the center of everything we do.  We are guided by our values that we call our Three Absolutes – prioritizing Safety, Ethics, Quality in all that we do. If you would like to learn more about environmental, social and governance (ESG) at Otis click here.  

Become a part of the Otis team and help us #Buildwhatsnext! 

Otis is An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age, or any other protected class according to applicable law. To request an accommodation in completing an employment application due to a special need or a disability, please contact us at careers@otis.com.

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