Established in 1994, OCU Group is one of the fastest growing utility engineering contractors in the UK, with a successful track record in delivering customer-focused civil engineering solutions.
Working directly with many of the country’s leading blue-chip power, water, telecoms, and rail clients, we are seeking the best talent to join our expanding team.
We pride ourselves on empowering our employees and offering opportunities for personal development and career progression in a supportive environment.
We believe that success is a choice. We choose to be successful. We are OCU, ‘One Company United’.
OCU Group is experiencing significant growth throughout 2025, creating an exciting opportunity for a Response Coordinator in Leeds, Seacroft.
The role involves acting as the liaison between our company and our current and potential customers. The successful candidate will own the resolution of customer issues, complaints, and inquiries, maintaining customer satisfaction as a priority.
Salary: £25,000
Working hours: 12:30 pm - 8:30 pm
This position requires working on bank holidays and weekends, including Christmas and New Year.
Duties and Responsibilities
Customer Interaction
* Answer inbound calls/emails and respond professionally and courteously to inquiries.
* Make outbound calls for follow-ups or service updates.
Issue Resolution
* Identify and assess customer needs to achieve satisfaction.
* Provide accurate, complete information using the appropriate methods and tools.
* Handle complaints, offer solutions, and follow up to ensure resolution.
Data Management
* Record customer interactions, comments, and complaints.
* Process orders, forms, applications, and requests.
Team Collaboration
* Collaborate with team members and other departments to resolve complex issues.
* Participate in meetings and training to improve skills and knowledge.
Performance Targets
* Achieve personal and team qualitative and quantitative targets.
* Continuously improve and take responsibility for meeting performance goals.
Skills and Experience
* Excellent verbal and written communication skills.
* Strong active listening and empathy skills.
* Ability to multitask, prioritize, and manage time effectively.
* Proficiency in MS Office and CRM software.
* Previous experience in a call center or customer service role.
* Ability to work calmly under pressure and handle challenging situations.
Company Information
OCU leads in end-to-end infrastructure engineering in utilities, digital, and energy markets, specializing in delivering complex requirements safely and efficiently. Our capabilities and technology ensure we are not just part of the market but leaders in it. We work with leading power, energy transition, water, telecoms, and digital clients, seeking top talent to grow with us.
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