At a Glance
- Tasks: Act as the go-to person for customer inquiries and complaints, ensuring satisfaction.
- Company: Join OCU Group, a leading utility engineering contractor in the UK since 1994.
- Benefits: Enjoy a supportive environment with opportunities for personal development and career progression.
- Other info: Work hours are 07:00am - 15:00pm, including weekends and bank holidays.
- Why this job: Be part of a growing team that values success and empowers employees to thrive.
- Qualifications: Excellent communication skills and previous customer service experience are essential.
The predicted salary is between 28800 - 43200 £ per year.
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 recruitment@ocugroup.com.
Response Coordinator - Day Shift in Leeds employer: OCU
OCU is an excellent employer that prioritises a supportive work culture and offers flexible working hours, making it an ideal place for those seeking a balance between personal and professional life. With a strong emphasis on employee growth opportunities, team members are encouraged to develop their skills while contributing to delivering exceptional customer service in the vibrant city of Leeds.
StudySmarter Expert Advice🤫
We think this is how you could land Response Coordinator - Day Shift in Leeds
✨Tip Number 1
Familiarise yourself with OCU Group's values and mission. Understanding their commitment to customer satisfaction and employee empowerment will help you align your responses during the interview, showcasing that you're a good fit for their culture.
✨Tip Number 2
Prepare specific examples from your past experiences where you've successfully resolved customer issues or complaints. This will demonstrate your problem-solving skills and ability to handle challenging situations, which are crucial for the Response Coordinator role.
✨Tip Number 3
Practice your communication skills, especially active listening. During the interview, show that you can empathise with customers by reflecting on their needs and concerns, as this is key to excelling in the role.
✨Tip Number 4
Research common customer service scenarios and how to handle them effectively. Being prepared with strategies for various situations will not only boost your confidence but also impress the interviewers with your proactive approach.
We think you need these skills to ace Response Coordinator - Day Shift in Leeds
Some tips for your application 🫡
Understand the Role:Read the job description carefully to understand the responsibilities and skills required for the Response Coordinator position. Tailor your application to highlight how your experience aligns with these requirements.
Craft a Compelling Cover Letter:Write a cover letter that showcases your communication skills and customer service experience. Mention specific examples of how you've successfully handled customer inquiries or complaints in the past.
Highlight Relevant Experience:In your CV, emphasise any previous roles in customer service or call centres. Include details about your ability to manage multiple tasks, work under pressure, and meet performance targets.
Proofread Your Application:Before submitting your application, thoroughly proofread your documents for spelling and grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at OCU
✨Showcase Your Communication Skills
As a Response Coordinator, excellent communication is key. During the interview, demonstrate your verbal and written skills by articulating your thoughts clearly and confidently. Use examples from past experiences where you effectively resolved customer issues.
✨Prepare for Customer Scenarios
Expect to be asked about how you would handle specific customer situations. Prepare by thinking of examples where you successfully managed complaints or inquiries. Highlight your problem-solving abilities and how you prioritise customer satisfaction.
✨Familiarise Yourself with OCU Group
Research OCU Group and understand their values and services. Being knowledgeable about the company will show your genuine interest in the role and help you align your answers with their mission of customer-focused solutions.
✨Demonstrate Team Collaboration
Since the role involves working closely with team members and other departments, be ready to discuss your experience in teamwork. Share examples of how you've collaborated with others to achieve common goals and resolve complex issues.
