Response Coordinator (Day shift)

OCU; Leeds; On-site; GBP 22,000 - 28,000; Full time

Job summary

OCU, a leading utility engineering contractor in the UK, seeks a Response Coordinator in Leeds. This role emphasizes exceptional customer service, effective communication, and data management. Candidates should be adept at problem-solving and multi-tasking, ensuring high levels of customer satisfaction in a dynamic environment.

Qualifications

• Experience in a call centre or customer service role.
• Ability to handle challenging situations calmly.

Responsibilities

• Liaise with customers to resolve inquiries and complaints.
• Record customer interactions and manage data.
• Meet performance targets in qualitative and quantitative metrics.

Skills

Excellent communication skills

Strong active listening

Multi-tasking

Time management

Proficiency in MS Office

CRM software

Ability to work under pressure

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 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.

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.
• 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.
• 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.