At a Glance
- Tasks: Provide exceptional customer service and resolve inquiries through phone, email, and chat.
- Company: Join OCU, a leader in infrastructure engineering for utilities and digital markets.
- Benefits: Competitive salary, supportive team environment, and opportunities for personal growth.
- Other info: Dynamic role with a focus on teamwork and continuous improvement.
- Why this job: Make a real difference by enhancing customer experiences and solving their problems.
- Qualifications: Strong communication skills and previous customer service experience are essential.
The predicted salary is between 30000 - 42000 £ per year.
Role Overview
We are looking for a Contract Administrator to join our team in Leeds, Seacroft. You will be responsible for providing exceptional customer service, resolving inquiries, and ensuring a positive experience for our customers. As the main point of contact, you will handle queries through various channels such as phone, email, and chat, keeping customer satisfaction at the core of every decision.
Duties and Responsibilities
Customer Interaction
- Engage with customers via phone, email, and chat to address inquiries and provide information about products and services.
- Greet customers warmly and ascertain the reason for their call or visit.
Issue Resolution
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution.
- Investigate and resolve complex customer issues or complaints promptly and efficiently.
Sales and Product Advice
- Provide product and service information and suggest products or services that may be of interest to customers.
- Upsell and cross-sell products when appropriate.
Data Management
- Maintain accurate customer records by updating information in the CRM system.
- Process orders, returns, refunds, and exchanges in accordance with company policies.
Team Collaboration
- Work collaboratively with team members and other departments to resolve customer issues.
- Participate in team meetings and training sessions to enhance product knowledge and customer service skills.
Performance Targets
- Meet or exceed individual and team performance targets, including customer satisfaction and productivity metrics.
- Continuously seek ways to improve personal performance and contribute to overall team success.
Skills and Experience
- Excellent communication skills, both verbal and written.
- Strong active listening skills and ability to empathise with customers.
- Proficiency in using computer systems, including MS Office and CRM software.
- Ability to multi-task, prioritise, and manage time effectively.
- Previous experience in a customer service or advisory 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.
Contract Support Admin OCU Utilities · Leeds Seacroft employer: Opals Group
At OCU, we pride ourselves on being an exceptional employer, offering a dynamic work culture that prioritises customer satisfaction and employee development. Located in Leeds Seacroft, our team enjoys a collaborative environment with ample opportunities for growth, supported by ongoing training and a commitment to innovation in the utilities sector. Join us to be part of a forward-thinking company that values your contributions and fosters a rewarding career path.
StudySmarter Expert Advice🤫
We think this is how you could land Contract Support Admin OCU Utilities · Leeds Seacroft
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on OCU and their projects. This will help you tailor your responses and show that you're genuinely interested in what they do.
✨Tip Number 2
Practice makes perfect! Run through common interview questions with a friend or in front of the mirror. Focus on how you can highlight your customer service skills and experience in a way that aligns with the role.
✨Tip Number 3
Be ready to showcase your problem-solving skills! Think of examples from your past where you’ve resolved customer issues effectively. This will demonstrate your ability to handle the challenges that come with the role.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a nice touch and keeps you fresh in their minds!
We think you need these skills to ace Contract Support Admin OCU Utilities · Leeds Seacroft
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Contract Support Admin role. Highlight your customer service experience and any relevant skills that match the job description. We want to see how you can bring value to our team!
Show Off Your Communication Skills:Since this role involves a lot of customer interaction, it's crucial to demonstrate your excellent communication skills in your written application. Use clear and concise language, and don’t forget to showcase your ability to empathise with customers.
Be Specific About Your Experience:When detailing your previous roles, be specific about your achievements and responsibilities. Mention any experience with CRM systems or handling customer complaints, as these are key aspects of the job we’re looking to fill.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at OCU!
How to prepare for a job interview at Opals Group
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the Contract Support Admin role. Familiarise yourself with the key responsibilities like customer interaction and issue resolution. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Practice Your Communication Skills
Since excellent communication is crucial for this role, practice articulating your thoughts clearly. You might want to do mock interviews with a friend or family member, focusing on how you would handle customer inquiries or complaints. This will help you feel more at ease during the actual interview.
✨Showcase Your Problem-Solving Abilities
Be prepared to discuss specific examples of how you've resolved customer issues in the past. Think of situations where you turned a negative experience into a positive one. This will demonstrate your ability to handle challenging situations calmly and effectively, which is key for this role.
✨Highlight Team Collaboration
Since teamwork is essential, be ready to talk about your experiences working collaboratively with others. Share examples of how you've contributed to team success or participated in training sessions. This will show that you’re not just focused on individual performance but also on helping the team achieve its goals.
