Response Coordinator (Day Shift)

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

Job summary

A leading company in utility engineering is seeking a Response Coordinator for their Leeds office. The role involves customer interaction, issue resolution, and data management, ensuring high customer satisfaction. Candidates should possess strong communication skills and experience in customer service.

Qualifications

• Previous experience in a call centre or customer service role.
• Ability to work under pressure and handle challenging situations calmly.

Responsibilities

• Act as the liaison between the company and customers.
• Handle customer complaints and provide appropriate solutions.
• Record details of customer interactions and process orders.

Skills

Communication

Active Listening

Time Management

Tools

MS Office

CRM Software

Job description

Join to apply for the Response Coordinator (Day Shift) role at OCU

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Join to apply for the Response Coordinator (Day Shift) role at OCU

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 them to take control of their own personal development and career progression in a supportive environment.

We believe that being successful is a choice.

We choose to be successful.

We are OCU, ‘One Company United’.

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 will be to act as the liaison between our company and our current and potential customers. The successful candidate will be able to accept ownership for effectively solving customer issues, complaints and inquiries, keeping customer satisfaction at the core of every decision.

Offering Salary: £25,000

Please be aware the working hours are: 07:00am - 15:00pm

This position will require the successful candidate to work bank holidays and weekends, including Christmas and New Year.

Duties And 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.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Management and Manufacturing

• Industries

  Retail Groceries

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