Response Coordinator

OCU; Leeds; On-site; GBP 25,000; Full time

Job summary

A leading infrastructure engineering firm in Leeds is seeking a Response Coordinator to manage customer interactions and ensure satisfaction. The role requires excellent communication skills, the ability to resolve issues effectively, and proficiency in CRM software. The successful candidate will handle inquiries, complaints, and data management tasks while working closely with team members. This full-time position includes holidays and weekend work, targeting candidates with previous customer service experience.

Qualifications

• Proficient in MS Office and CRM applications.
• Experience in customer service or call centre roles is essential.
• Strong communication and active listening skills.

Responsibilities

• Answer inbound calls/emails and respond professionally.
• Make outbound calls for follow-ups or service updates.
• Identify customer needs and provide effective solutions.
• Record details of interactions and process orders.

Skills

Excellent communication skills both verbal and written

Strong active listening skills

Ability to multi-task

Proficiency in computer applications including MS Office

Previous experience in a call centre or customer service role

Ability to work under pressure

Tools

CRM software

Job description

Overview

OCU Group are experiencing a significant amount of growth throughout 2025. This has created an exciting opportunity for a Response Coordinator to join our team in Leeds Seacroft. The purpose of the role is to act as the liaison between our company and current and potential customers. The successful candidate will be able to take ownership of effectively solving customer issues, complaints and inquiries, keeping customer satisfaction at the core of every decision.

Offering Salary: 25000

Please note working hours are from 07:00am to 15:00pm. This position will require the successful candidate to work bank holidays and weekends including Christmas and New Year.

Responsibilities

Customer Interaction :

• Answer inbound calls / emails and respond to customer inquiries in a professional and courteous manner.
• Make outbound calls to customers as required for follow-ups or service updates.

Issue Resolution :

• Identify and assess customers needs to achieve satisfaction.
• Provide accurate valid and complete information by using the right methods and tools.
• Handle customer complaints; provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.

Data Management :

• Record details of customer 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 team meetings and training sessions to improve skills and knowledge.

Performance Targets :

• Meet personal / team qualitative and quantitative targets.
• Strive for continuous improvement and take responsibility for achieving performance targets.

Skill and Experience :

• Excellent communication skills both verbal and written.
• Strong active listening skills and ability to empathise with customers.
• Ability to multi-task, prioritise and manage time effectively.
• Proficiency in computer applications including MS Office and CRM software.
• Previous experience in a call centre or customer service role.
• Ability to work under pressure and handle challenging situations calmly and effectively.

Company Information

OCU leads the way in end-to-end infrastructure engineering in the utilities digital and energy markets, specialising in safely and efficiently delivering complex client requirements. Our breadth of capabilities and depth of operational capacity paired with our cutting-edge technology ensure that we are not just part of the market; we are leading it.

Working directly with many of the country’s leading power, energy transition, water, telecoms and digital clients we are looking for the very best talent to join our growing team.

Key Skills

• Children Activity
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Employment Type: Full Time

Experience: years

Vacancy: 1