Customer Care Champion - Call Handler (FTC 12 months)
Otis Elevator Co.
Handle inbound customer calls, create work orders, and route queries for elevator services.
3 days ago ago
Entry-level, Junior (1-3 years)
Part Time
Leicester, England, United Kingdom
Office Full-Time
Company Size
69,000 Employees
Service Specialisms
Maintenance Services
Installation Services
Modernization Services
Engineering Services
Consulting Services
Project Management
Design Services
Technical Services
Sector Specialisms
Buildings
Residential
Commercial
Transport
Utilities
Government
Role
What you would be doing
call handling
inbox management
work orders
kpi adherence
availability management
customer interaction
- Handle your work efficiently whilst managing emails, and complete the correct action required.
- Maximise the time you are available to receive customer calls throughout your working hours.
- Quickly forward general queries to the appropriate team or person.
- On occasion, Call Handlers may be asked to support other CCC teams, such as the Emergency Alarm desk.
- Manage Otisline Inbox in line with the how-to guides available on the desk.
- Maintain a high standard of quality when interacting with our customers, both internal and external.
- Follow call scripts
- Ensure availability and manage unavailability time (re. unavailability codes & policies)
- Create 'work orders' that capture the necessary information for the dispatchers to organise an appropriate technician visit.
- Handle your work efficiently as per the OtisLine KPI’s.
What you bring
assessment score
time management
it systems
resilience
empathy
communication
- Achieve a minimum call assessment score (> 85% with no compulsory fails)
- Comfortable managing a large number of customer interactions under time-sensitive conditions
- Affinity using multiple IT systems
- Living Otis behaviours and Otis Absolutes (Re.. Executing at Otis and Otis Absolutes)
- Resilience in handling stressful situations with ease and professionalism
- Customer-centric mindset and empathy for people
- Excellent language, listening and communication skills
- You will receive an employment contract with the world market leader in a crisis-proof industry.
- We will train you intensively in the areas of technology, processes & soft skills, and you can exchange ideas with experienced colleagues at any time.
- We offer you remuneration in accordance with local standards
Information not given or found
Interview process
Information not given or found
Visa SponsorshipInformation not given or found
Security clearanceInformation not given or found
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Company
Overview
1853 Founded
Year of Establishment
Operates as a leader in vertical transportation solutions.
- Pioneered the first passenger elevator, revolutionizing urban transportation.
- Serves a wide range of sectors, including residential, commercial, and infrastructure projects.
- Their work can be seen in iconic structures like the Burj Khalifa.
- Focuses on safety, efficiency, and sustainability in urban spaces.
- Advanced smart elevator systems enhance user experience and energy efficiency.
- We put people at the center of everything we do.
- We are reliable, smart and focused on the future.
- We are creating a more personal, connected world.
- We roll up our sleeves to get it done.
50% Reduction
Emissions Target
Aims to cut Scope 1 and Scope 2 emissions by half by 2030.
100% Certification
Zero-Waste Goal
Seeks to achieve zero-waste-to-landfill certification for all factories by 2025.
30% CO₂ Reduction
Emissions Achievement
Factories have reduced CO₂ emissions by more than 30% since 2015.
6.62M lbs Recycled
Waste Diversion
Florence, SC factory recycled over 6.6 million pounds of sheet metal in a year.
- Achieve carbon neutrality for factory electricity by 2030.
- Complete ISO 14001 certification for all factories by 2025.
- Spanish plants: San Sebastián factory LEED Platinum and 100% renewable energy; Vigo plant solar panels reducing electricity use ~30%, cutting ~44 metric tons CO₂/year.
- Science‑Based Targets initiative–approved goals: reduce absolute Scope 1 & 2 GHG emissions 55% by 2033 (2021 base year); reduce Scope 3 emissions 33% by 2033.
34% Women Executives
Women in Leadership
34 percent of the company’s executives identify as women, reflecting gender diversity at the executive level.
26% Diverse Executives
Ethnic/Racial Diversity
26 percent of U.S.-based executives are ethnically or racially diverse, contributing to broader representation.
56% Diverse Board
Diverse Representation
Over half of the Board members are women, ethnically diverse, or both.
100% Gender Parity
Gender Parity Target
Aiming for equal gender representation in executive ranks by 2030.
- Employee Resource Groups support colleagues in field operations, Black/African American communities, LGBTQ+ individuals, and others.
- A six-point framework guides initiatives in anti-racism, bias education, STEM pipeline development, mental health support, and social justice.
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