OCU Group is experiencing significant growth throughout 2025, creating an exciting opportunity for a Response Coordinator to join our team in Leeds, Seacroft.
The role's purpose is to act as the liaison between our company and our current and potential customers. The successful candidate will own the responsibility of effectively resolving customer issues, complaints, and inquiries, always prioritizing customer satisfaction.
Offering Salary: £25,000 + 5% shift allowance = £26,250
Working hours: 15:00pm - 23:00pm
This position requires working bank holidays and weekends, including Christmas and New Year.
Duties and Responsibilities
Customer Interaction:
* Answer inbound calls/emails and respond to customer inquiries professionally and courteously.
* Make outbound calls for follow-ups or service updates as needed.
Issue Resolution:
* Identify and assess customer needs to ensure satisfaction.
* Provide accurate and complete information using appropriate methods and tools.
* Handle complaints, offer suitable solutions within set timeframes, and follow up to confirm resolution.
Data Management:
* Record details of interactions, comments, and complaints.
* Process orders, forms, applications, and requests.
Team Collaboration:
* Work closely with team members and other departments to resolve complex issues.
* Participate in meetings and training to enhance 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 empathetic skills.
* Ability to multitask, prioritize, and manage time effectively.
* Proficiency in MS Office and CRM software.
* Previous experience in customer service or call centers.
* Ability to work calmly under pressure and handle challenging situations effectively.
Company Information
OCU leads in infrastructure engineering within utilities, digital, and energy markets, focusing on delivering complex client requirements safely and efficiently. Our capabilities, operational capacity, and cutting-edge technology position us as market leaders. We work with top power, energy transition, water, telecoms, and digital clients, and seek talented individuals to join our expanding team.
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