Customer Experience Lead in Leicester, United Kingdom

Date Posted:

2024-06-12

Country:

United Kingdom

Location:

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

Customer Experience Lead

Manages OtisLine department directly with cross-functional responsibility for customer-facing processes and performance standards

Role Overview :

• Manage OtisLine department

• Put in place customer centric end-to end processes across all departments

• Ensure CX performance standards are met in OtisLine and related departments

Responsibilities

• Strategy : Develop OtisLine from cost center to value-creating department, improving customer satisfaction, loyalty and retention

• Processes: Manage the end-to-end performance of OtisLIne and define, implement and improve customer processes cross-functionally

• VoC: Ensure customer feedback is captured on a continuous basis and a follow-up process is in place to address customer issues as well as make structural improvements

• Learning & Development: Ensure OtisLine supevisors and agents are skilled as well as engaged and foster customer centricity across all departments

What You Will Need to be Successful :

• Leadership and customer service experience are essential

• Knowledge of customer requirements and the issues that can arise that lead to a customer dispute

• Ability to develop strong working relationships with customers and internal stakeholders

• Knowledge of the details of the sales and operational processes

• Knowledge of Microsoft Office

Personal Qualities:

• A self-starter with a positive attitude

• Strong customer service ethic

• An achiever, with an ability to stay focused on the tasks Solutions orientated and a problem solver

• The ability to communicate and interact with branch management, sales, operations and administration teams is essential

• Working well with people

• Good timekeeping

• Adapts well to changing circumstances and deadline

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 (https://www.otis.com/en/us/our-company/esg) .

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

Otis is An Equal Opportunity/Affirmative Action 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 federally protected class. To request an accommodation in completing an employment application due to a special need or a disability, please contact us at [email protected] .

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We go to great lengths to hire and develop the best people, and offer a supportive environment where employees are motivated and empowered to perform at their full potential. Today, we continue pushing the boundaries of what’s possible to thrive in a taller, faster, smarter world.