Response Coordinator - Day Shift

Response Coordinator - Day Shift

Final date to receive applications: 26 June 2026

Department: Group Services

Employment Type: Permanent - Full Time

Location: Leeds - Seacroft

Reporting To: Rabinder Dablar

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.

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.

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.

Essential

• 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.

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!