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- 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 growth.
- Why this job: Be part of a fast-growing team that values success and customer satisfaction.
- Qualifications: Excellent communication skills and previous customer service experience required.
- Other info: Evening shift from 15:00 to 23:00, including weekends and bank holidays.
The predicted salary is between 24000 - 36000 £ per year.
Social network you want to login/join with:
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Client:
OCU
Location:
Leeds, United Kingdom
Job Category:
Other
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EU work permit required:
Yes
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Job Reference:
cbfec8cc2f06
Job Views:
5
Posted:
18.06.2025
Expiry Date:
02.08.2025
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Job Description:
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: 15:00pm – 23:00pm
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.
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Response Coordinator (Evening Shift) employer: OCU
Contact Detail:
OCU Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Response Coordinator (Evening Shift)
✨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 to discuss specific examples from your past experiences where you've successfully resolved customer issues. Highlighting your problem-solving skills and ability to empathise with customers will demonstrate your suitability for the Response Coordinator role.
✨Tip Number 3
Since the role requires working evenings and weekends, be ready to express your flexibility and willingness to work these hours. Showing that you understand the demands of the job will make you a more attractive candidate.
✨Tip Number 4
Research common customer service scenarios and how to handle them effectively. Being prepared with strategies for dealing with difficult situations will give you confidence and show your proactive approach to the role.
We think you need these skills to ace Response Coordinator (Evening Shift)
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly 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, carefully proofread your CV and cover letter for any spelling or 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 clearly articulating your thoughts and providing examples of how you've effectively communicated with customers in the past.
✨Prepare for Customer Scenarios
Expect to be asked about how you would handle specific customer situations. Prepare by thinking of examples from your previous experience where you successfully resolved complaints or inquiries, highlighting your problem-solving abilities.
✨Emphasise Your Teamwork Experience
Since the role involves working closely with team members and other departments, be ready to discuss your experience in collaborative environments. Share instances where you contributed to team success or helped resolve complex issues together.
✨Demonstrate Your Ability to Work Under Pressure
The role requires handling challenging situations calmly. Be prepared to discuss times when you managed stress effectively, prioritised tasks, and maintained a high level of customer satisfaction, especially during busy periods.