Contact Centre Advisor

Job description

Location: Coventry, England, United Kingdom Job ID: 90695 Shift Pattern: Monday to Sunday, 05:00-20:00 on a rota basis (40 hours per week) 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 contribute 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 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. Your main responsibilities 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 What you bring 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 What’s in it for you? Competitive salary with a discretionary annual bonus 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 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! Discover more on our career website . 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.