OCU
NOC Response Coordinator - Night shift
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NOC Response Coordinator - Night shift
Customer Service - Response Coordinator
Department: Group Services Location: Leeds – Seacroft (Shift hours: 23:00pm – 07:00am)
The Opportunity
We are seeking a confident, customer-focused individual to join our growing team in a fast-paced Customer Service role. As the first point of contact for customers, you will play a critical role in delivering an exceptional customer experience. This role involves handling enquiries, resolving issues, and fostering positive relationships.
We’re looking for someone who:
- Thrives in a busy, dynamic environment
- Enjoys problem-solving
- Prioritises customer satisfaction in everything they do
What You’ll Do
As a Response Coordinator, you will:
Customer Interaction
- Answer inbound calls/emails and respond to inquiries in a professional, courteous manner
- Make outbound calls for follow-ups, updates, and service restorations
Issue Resolution
- Assess and meet customers’ needs to ensure satisfaction
- Provide accurate, timely, and complete information using the right tools/processes
- Handle customer complaints, offering solutions or alternatives within deadlines
- Follow up to confirm resolution and ensure feedback is implemented
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Data Management
- Log details of customer interactions, comments, and complaints meticulously
- 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 develop skills
Performance Targets
- Achieve qualitative and quantitative performance goals
- Continuously improve and take ownership of individual initiatives
Essential
What You’ll Bring
- Previous experience in a call centre or customer service environment
- Exceptional communication skills (verbal and written)
- Strong active listening abilities with a genuine capacity for empathy toward customers
- Ability to multi-task, prioritise, and manage time effectively
- Proficiency in MS Office Suite and CRM software
- Capacity to work under pressure and manage challenging situations calmly and effectively
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What We Offer
OCU provides a flexible and supportive workplace, offering: ✔ Autonomy and growth opportunities ✔ Comprehensive benefits to support both career development and wellbeing
Our Values (Reputable Business Culture)
We care about safety, identifying and eliminating risks We make a positive impact, leveraging purpose for change We lead with integrity, acting ethically in all decisions We deliver to grow, driving business progress We are One Company United, fostering a united, inclusive team
Diversity & Inclusion Note: To ensure fair opportunity, reasonable adjustments may be made to our recruitment/interview process. Please email recruitment@ocugroup.com to discuss accommodation needs.
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