OCU
Response Coordinator - Day Shift
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Department: Group Services
Location: Leeds - Seacroft
Description
The Opportunity
We are looking for a confident and customer-focused individual to join our growing team in a fast-paced Customer Service role. Acting as the first point of contact for customers, you will play a key part in delivering an exceptional customer experience by handling enquiries, resolving issues, and building positive relationships. This is an exciting opportunity for someone who thrives in a busy environment, enjoys problem-solving, and is passionate about putting customer satisfaction at the heart of everything they do.
Key Responsibilities
As a Response Coordinator, you will:
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.
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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.
Working hours: 07:00am - 15:00pm
Essential
Skills, Knowledge & Expertise
- Previous experience in a call centre or customer service role.
- 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.
- Ability to work under pressure and handle challenging situations calmly and effectively.
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What We Offer
OCU offers a flexible and supportive working environment, empowering employees with autonomy, opportunities for professional growth, and a comprehensive benefits package designed to support both career development and wellbeing.
You will be joining a reputable business that is defined by values We care about safety, We make a Positive impact, We lead with Integrity, We deliver to grow, We are One Company United!
To ensure that everyone has a fair opportunity to join our team, please inform us if you require any reasonable adjustments to our recruitment and interview process is, by emailing recruitment@ocugroup.com.
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