OCU Group are experiencing a significantamount of growth throughout 2024.
This hascreated an exciting opportunity for a National Operations CentreAdvisor to join our team in Leeds Seacroft.
Thepurpose of the role will be to act as the liaison between ourcompany and our current and potential customers. The successfulcandidate will be able to accept ownership for effectively solvingcustomer issues complaints and inquiries; keeping customersatisfaction at the core of everydecision.
Please be aware theworking hours are 23:00pm and 07:00am.
This position mayalso require the successful candidate to work bank holidays andweekends including Christmas and NewYear.
Duties andResponsibilities:
CustomerInteraction:
* Answer inbound calls andrespond to customer inquiries in a professional and courteousmanner.
* Make outbound calls to customers asrequired for followups or serviceupdates.
IssueResolution:
* Identify and assesscustomers needs to achievesatisfaction.
* Provide accurate valid andcomplete information by using the right methods andtools.
* Handle customer complaints provideappropriate solutions and alternatives within the time limits andfollow up to ensure resolution.
DataManagement:
* Record details of customerinteractions comments and complaints.
* Processorders forms applications andrequests.
TeamCollaboration:
* Work closely with teammembers and other departments to resolve complexissues.
* Participate in team meetings andtraining sessions to improve skills andknowledge.
PerformanceTargets:
* Meet personal/teamqualitative and quantitative targets.
* Strivefor continuous improvement and take responsibility for achievingperformancetargets.
Skill andExperience:
* Excellentcommunication skills both verbal andwritten.
* Strong active listening skills andability to empathise with customers.
* Ability tomultitask prioritise and manage timeeffectively.
* Proficiency in computerapplications including MS Office and CRMsoftware.
* Previousexperience in a call centre or customer servicerole.
* Ability to work under pressure and handlechallenging situations calmly andeffectively.
CompanyInformation:
Established in 1994OCU Group is one of the fastest growing utility engineeringcontractors in the UK with a long successful track record indelivering customerfocused civil engineeringsolutions.
Working directly with many of thecountrys leading bluechip power water telecoms and rail clients weare looking for the very best talent to join our growingteam.
We pride ourselves on empowering ouremployees and offering opportunities for them to take control oftheir own personal development and career progression in asupportive environment.
We believe that beingsuccessful is a choice.
We choose to besuccessful.
We are OCU One CompanyUnited.
We celebrate difference andappreciate diverse backgrounds. We encourage everyone who join usto be themselves at work and create inclusive teams in ourworkplace.