Response Coordinator

3 days ago

Leeds, United Kingdom OCU Full time

OCU Group are experiencing a significant amount of growth throughout 2025.

This has created an exciting opportunity for a Response Coordinator to join our team in Leeds, Seacroft.

**Offering Salary: £25,000**

**Please be aware the working hours are: 07:00am - 15:00pm**

**Duties and Responsibilities**:
Customer Interaction:

- 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.

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.
- 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.

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.

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