Response Coordinator

TN United Kingdom; Leeds; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a Response Coordinator in Leeds. This role is pivotal in ensuring customer satisfaction by acting as the main point of contact for inquiries and complaints. You will engage with customers through calls and emails, providing solutions and maintaining accurate records of interactions. The company emphasizes personal development and career progression in a supportive environment, making it an ideal place for those looking to grow. If you thrive in a fast-paced setting and are passionate about customer service, this opportunity is perfect for you.

Qualifications

• Excellent communication skills, both verbal and written.
• Experience in a call center or customer service role.

Responsibilities

• Act as a liaison between the company and customers, resolving issues.
• Record interactions and collaborate with team members to resolve issues.

Skills

Verbal Communication

Written Communication

Active Listening

Empathy

Multitasking

Time Management

MS Office Proficiency

CRM Software Proficiency

Customer Service Experience

Tools

MS Office

CRM Software

Job description

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Established in 1994, OCU Group is one of the fastest growing utility engineering contractors in the UK, with a long 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 looking for the very best talent to join our growing 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 customers, resolving issues, complaints, and inquiries, with customer satisfaction at the core.

Working hours: 12:30pm - 20:30pm

Note: The position requires working bank holidays and weekends, including Christmas and New Year.

Duties and Responsibilities:

Customer Interaction:

• Answer inbound calls/emails and respond professionally and courteously.
• Make outbound calls for follow-ups or updates.
• Identify customer needs to achieve satisfaction.
• Provide accurate information using the right methods and tools.
• Handle complaints, offer solutions, and follow up.

Data Management:

• Record interactions, comments, and complaints.
• Process orders, forms, and requests.
• Collaborate with team members and other departments to resolve issues.
• Participate in team meetings and training.

Performance Targets:

• Meet personal and team targets.
• Strive for continuous improvement and responsibility for performance.

Skills and Experience:

• Excellent verbal and written communication skills.
• Active listening and empathy skills.
• Ability to multitask, prioritize, and manage time.
• Proficiency in MS Office and CRM software.
• Experience in a call centre or customer service role.
• Ability to work under pressure calmly.

Company Overview:

OCU leads in infrastructure engineering in utilities, digital, and energy markets, delivering complex client requirements safely and efficiently with cutting-edge technology, leading the market.