Response Coordinator (Day shift)

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.