Response Coordinator

OCU Group; Seacroft; On-site; GBP 25,000; Full time

Job summary

A growing customer service company in Seacroft is looking for a Response Coordinator to manage customer interactions and resolve issues. The ideal candidate will have excellent communication skills, a background in customer service or call centers, and the ability to enhance customer satisfaction. This role requires working bank holidays and weekends. Join a culture where values matter and inclusion is central to success.

Qualifications

• Previous experience in a call centre or customer service role.
• Ability to work under pressure and handle challenging situations calmly.

Responsibilities

• Answer inbound calls/emails and respond to customer inquiries.
• Identify and assess customers' needs to achieve satisfaction.
• Record details of customer interactions, comments, and complaints.
• Work closely with team members to resolve complex issues.
• Meet personal/team qualitative and quantitative targets.

Skills

Excellent communication skills

Strong active listening skills

Ability to multi-task and prioritise

Proficiency in MS Office and CRM software

Job description

OCU Group are experiencing a significant amount of growth throughout 2026.

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

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.

Driven by values, powered by inclusion.

At OCU, our values guide everything we do: integrity, collaboration, respect, innovation and one company united. They shape how we work with our clients, communities, and each other. We believe that inclusion is more than a principle — it’s the foundation of our success. By embracing equity and ensuring that every individual has the opportunity to thrive, we create a workplace where diverse perspectives are valued, and everyone feels they belong.

Together, we build stronger teams, deliver better outcomes, and grow in ways that reflect the communities we serve. If you want to be part of a culture where values matter and inclusion is at the heart of everything we do apply now and help us shape the future together.

If you are invited to progress in the recruitment process, will you require any reasonable adjustments to support you? Please let us know so we can ensure the process is accessible and fair for you. Any information you share will be treated confidentially and will only be used to support you during the recruitment process.