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Job Title

Customer Service Team Leader

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 Weekend Lates Supervisor working within our Contact Centre based in Leicester. The hours of work will be 3pm-7pm Saturday and Sunday.

On a typical day you will:

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Manage team performance ensuring quality customer call handling and prompt dispatch of engineer calls achieving contracted client KPI’s

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Prepare cover rota’s for all UK regions taking remedial action where required

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Monitor notes added to the CRM system by agents for quality and accuracy

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Conduct agent 1-2-1 meetings on a regular monthly basis giving feedback and support where required

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Act as an escalation interface for field colleagues and on-call managers

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Identify areas of improvement within the existing way of working and implement following necessary discussion

What you will need to be successful

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You are passionate about excellent customer service

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You have excellent written and verbal communication skills

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You are a team-player and are able to work under pressure to deliver business commitments

What’s In it For Me / Benefits

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You will receive a long-term employment contract with the world market leader in a crisis-proof industry.

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We offer you remuneration in accordance with local standards plus benefits.

We will train you intensively in the areas of technology, processes & soft skills and you can exchange ideas with experienced colleagues at any time.

With strong performance, you will have the opportunity to grow in this role to build a career at Otis.

Apply today to join us and build what’s next