United Kingdom Job Openings

Otis

Delivery Support Manager

Dartford

FULL TIME

November 4, 2024

Date Posted:
2024-10-22
Country:
United Kingdom
Location:
Otis & Liftec Express Dartford, Regus Admirals Park, Victory Way, Dartford, DA2 6QD
Overall Purpose of Job:
To deliver and manage a central Service Support Function for Liftec Express, to create data driven metrics to drive excellence/quality/customer satisfaction/create simplicity
Overall accountability for Quality and Compliance and customer complaints
Responsibilities
  • To manage support staff including Service Manager Assistants, Receptionist, Vetting Administrator and Quality and Compliance Business Support, Liftec Express
  • Creation and delivery of an agile Service Delivery support team with data driven metrics to drive excellence/quality/customer satisfaction/create simplicity – staff rota/visible dashboards
  • Develop and Implement dashboards to monitor delivery performance/identify and implement improvements
  • To implement Central Call Handling and Mail Box/customer portal management with appropriate escalation and reporting to drive metrics
  • Proactive monitor and Investigate root causes of any issues and highlighting Liftec Express Leadership Team
  • Accountable for Quality and Compliance across Liftec Express and Quality Management with proactive checks and implementation of audit calendar
  • Overall responsibility for Customer Complaints process with clear escalation process and reporting to Liftec Express Leadership Team
  • CRM super user providing training and guidance as required for Liftec Express
  • Adhoc support to Service Delivery Teams as required – which could include leaver and starter support
Qualifications and Experience
  • Full UK manual Driving License
  • Ability to manage own hours and workload
  • Ability to travel within Liftec Express Branches
  • Good knowledge of industry
  • Excellent organisational and prioritisation skills
Qualities and Behaviors
  • Works effectively as part of a team and gains engagement from others
  • Clear and professional communicator
  • Desire and drive for quality
  • Flexible and adaptable to changing circumstances & deadlines.
  • Works effectively under pressure
Liftec Express is a group of core specialist businesses which focus on the supply, installation, maintenance, repair and modernisation of all types of lift equipment in commercial and residential properties. We pride ourselves on delivering the benefits of a large organisation, whilst maintaining the flexibility and local delivery of a regional service provider. Our success and growth is the result of repeat business from a broad base of satisfied customers.

Liftec Express is an industry leader, capable of delivering a wide range of national services to both the public and private sector, offering high levels of support and customer care. Our positive can-do approach to customer requests makes us stand out in the industry and reinforces our desire to build long-term customer relationships. We believe the culture of dedication, professionalism and the desire to succeed is found in all of our people who in turn, are our assets that make things happen for our customers. We strive to be the best which means we set big goals, rise to achieve them, and win as a team.
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
careers@otis.com
.
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