Response Coordinator - Day Shift

OCU; Leeds; On-site; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Flexible working environment

Opportunities for professional growth

Comprehensive benefits package

Job summary

OCU is looking for a confident and customer-focused individual to join their team in Leeds as a Customer Service representative. In this fast-paced role, you'll be the first point of contact for customers, resolving enquiries and building positive relationships.

The ideal candidate will have experience in a call centre or customer service, with excellent communication skills and the ability to handle challenging situations. OCU offers a supportive environment, opportunities for growth, and a comprehensive benefits package.

Qualifications

• Previous experience in a call centre or customer service role.
• Ability to empathise with customers.
• Experience in handling challenging situations calmly.

Responsibilities

• Answer inbound calls/emails and respond to customer inquiries.
• Identify and assess customers' needs to achieve satisfaction.
• Record details of customer interactions and complaints.
• Work closely with team members to resolve complex issues.
• Meet personal/team qualitative and quantitative targets.

Skills

Excellent communication skills, both verbal and written

Strong active listening skills

Ability to multi-task and manage time effectively

Proficiency in MS Office and CRM software

Ability to work under pressure

Job description

The Opportunity

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.

Location: Leeds – Seacroft

Key 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.

Essential Skills, Knowledge & Expertise

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

What We Offer

OCU offers a flexible and supportive working environment, empowering employees with autonomy, opportunities for professional growth, and a comprehensive benefits package designed to support both career development and wellbeing.

You will be joining a reputable business that is defined by values We care about safety, We make a Positive impact, We lead with Integrity, We deliver to grow, We are One Company United!

To ensure that everyone has a fair opportunity to join our team, please inform us if you require any reasonable adjustments to our recruitment and interview process is, by emailing [e-mail].