Customer Care Champion - Dispatcher

Customer Care Champion – Dispatcher

Date Posted:  | Country:
United Kingdom |

Location:

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

Based in Leicester, this role works 8am‑4pm and acts as the primary interface between internal, external customers and technicians within Otis’s Dispatching team.

On a typical day you will:

• Dispatch work orders to the correct technician quickly after first verifying the issue remotely, ensuring response time is within SLA.
• Provide technicians’ ETA to customers when needed.
• Manage availability to receive technician and customer calls according to set performance KPIs.
• Update work orders within the CRM so other Customer Care Center colleagues have visibility of status.
• Maintain a high standard of call quality.
• Dispatch maintenance or insurance field tasks with open work orders, or when requested by the field.
• Occasionally complete administrative tasks when requested by the field.
• Occasionally support other CCC teams such as the emergency alarm desk.

• Excellent language, listening and communication skills.
• Customer‑centric mindset and empathy for people.
• Resilience in handling stressful situations with ease and professionalism.
• Comfortable managing a large number of customer interactions under time‑sensitive conditions.
• Affinity using multiple IT systems.

You will receive intensive training in technology, processes and soft skills, and there will be opportunities to grow into a career at Otis.

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