Response Coordinator

OCU Group; Seacroft; On-site; GBP 27,000; Full time

Job summary

A prominent infrastructure engineering firm in Seacroft is seeking a Response Coordinator to join their team. This role involves handling customer inquiries, resolving issues, and ensuring satisfaction. Candidates should possess excellent communication skills and the ability to manage multiple tasks effectively. The position requires working shifts, including weekends and holidays. Join a team committed to collaboration, innovation, and delivering exceptional service in a growing company.

Qualifications

• Previous experience in a call centre or customer service role.
• Excellent verbal and written communication skills.
• Ability to empathise with customers and resolve issues effectively.

Responsibilities

• Answer inbound calls/emails and respond to customer inquiries.
• Identify and assess customers' needs to achieve satisfaction.
• Record details of customer interactions and complaints.

Skills

Excellent communication skills

Strong active listening skills

Ability to multi-task

Proficiency in MS Office

Experience in customer service

Ability to work under pressure

Tools

CRM software

Job description

Overview

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 + 5% shift allowance = £26,250

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

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.

Values and Inclusion

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.