NOC Response Coordinator (Evening Shift)

OCU Group; Leeds; On-site; GBP 21,000 - 27,000; Full time

Job summary

OCU Group in Leeds (Seacroft) is seeking a confident NOC Response Coordinator for an evening shift (3pm-11pm). You will be the first point of contact for customers, handling inquiries, resolving issues and building positive relationships to deliver exceptional service.

The role requires experience in call centre or customer service, strong communication and active listening, and the ability to work in a fast-paced environment while meeting KPIs and collaborating with teams.

Qualifications

• Experience in a call centre or customer service role.
• Excellent verbal and written communication skills.
• Ability to empathise with customers and manage multiple tasks.

Responsibilities

• Manage inbound and outbound customer calls and emails, responding professionally to enquiries and updates.
• Identify customer needs and provide accurate information and support to ensure satisfaction.
• Handle complaints and queries with appropriate solutions within agreed timescales and follow up for resolution.
• Record customer interactions, comments and requests accurately and process orders and forms.

Skills

Communication

Active listening

Multitasking

CRM software

MS Office

Tools

CRM systems

Ticketing systems

Job description

NOC Response Coordinator (Evening Shift)

Application Deadline: 28 September 2026

Department: Group Services

Employment Type: Permanent - Full Time

Location: Leeds - Seacroft

Reporting To: Rabinder Dablar

Description

We are looking for a confident and customer-focused individual to join our growing team in a fast-paced Customer Service role. Acting as the first point of contact for customers, you will play a key part in delivering an exceptional customer experience by handling enquiries, resolving issues, and building positive relationships. This is an exciting opportunity for someone who thrives in a busy environment, enjoys problem-solving, and is passionate about putting customer satisfaction at the heart of everything they do. This role is the evening shift which is 3pm-11pm.

What you'll do

• Manage inbound and outbound customer calls and emails, responding professionally to enquiries, follow-ups and service updates.


• Identify and assess customer needs, providing accurate information and support to ensure a high level of customer satisfaction.


• Handle customer complaints and queries, providing appropriate solutions and alternatives within agreed timescales and following up to ensure full resolution.


• Accurately record customer interactions, comments and complaints and process orders, forms, applications and customer requests.


• Work closely with team members and other departments to resolve complex customer issues and improve service delivery.


• Participate in team meetings and training sessions to develop knowledge, skills and best practice.


• Meet individual and team qualitative and quantitative performance targets.


• Take ownership of continuous improvement and contribute to achieving high levels of customer service and overall team performance.

What you'll bring

• Previous experience in a call centre or customer service role.


• Excellent communication skills, both verbal and written.


• Strong active listening skills and the ability to empathise with customers.


• Ability to multi-task, prioritise and manage time effectively in a fast-paced environment.


• Proficiency in computer applications, including MS Office and CRM software.


• Ability to work under pressure and handle challenging situations calmly and effectively.


• Strong problem-solving skills with the ability to identify practical and effective solutions.


• Ability to build positive relationships with customers and colleagues.


• A proactive and adaptable approach, with a willingness to learn and continuously develop.

• Previous experience working in a high-volume, target-driven call centre or customer service environment.


• Experience using CRM systems, customer databases or ticketing systems.


• Experience handling customer complaints, complex queries and escalated issues.


• Experience working towards individual and team KPIs, performance targets or service level agreements.


• Experience processing customer orders, applications, requests or service-related documentation.


• Experience working closely with multiple teams or departments to resolve customer issues.


• Previous experience participating in team training, coaching or continuous improvement initiatives.