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# NOC Response Coordinator (Evening Shift)

- **Company:** OCU Group
- **Location:** Leeds, UK
- **Contract:** Permanent contract
- **Skills:** Databases, Database Queries, Issue Tracking Systems, Microsoft Office
- **Published:** August 24, 2026
- **Apply:** https://uk.indeed.com/viewjob?jk=0610eb3d59feb8db

## About the Role

* Previous experience in a call centre or customer service role.
 * Excellent communication skills, both verbal and written.
 * Strong active listening skills and the ability to empathise with customers.
 * Ability to multi-task, prioritise and manage time effectively in a fast-paced environment.
 * Proficiency in computer applications, including MS Office and CRM software.
 * Ability to work under pressure and handle challenging situations calmly and effectively.
 * Strong problem-solving skills with the ability to identify practical and effective solutions.
 * Ability to build positive relationships with customers and colleagues.
 * A proactive and adaptable approach, with a willingness to learn and continuously develop.

 * Previous experience working in a high-volume, target-driven call centre or customer service environment.
 * Experience using CRM systems, customer databases or ticketing systems.
 * Experience handling customer complaints, complex queries and escalated issues.
 * Experience working towards individual and team KPIs, performance targets or service level agreements.
 * Experience processing customer orders, applications, requests or service-related documentation.
 * Experience working closely with multiple teams or departments to resolve customer issues.
 * Previous experience participating in team training, coaching or continuous improvement initiatives.

## Description

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. This role is the evening shift which is 3pm-11pm., * Manage inbound and outbound customer calls and emails, responding professionally to enquiries, follow-ups and service updates.

 * Identify and assess customer needs, providing accurate information and support to ensure a high level of customer satisfaction.
 * Handle customer complaints and queries, providing appropriate solutions and alternatives within agreed timescales and following up to ensure full resolution.
 * Accurately record customer interactions, comments and complaints and process orders, forms, applications and customer requests.
 * Work closely with team members and other departments to resolve complex customer issues and improve service delivery.
 * Participate in team meetings and training sessions to develop knowledge, skills and best practice.
 * Meet individual and team qualitative and quantitative performance targets.
 * Take ownership of continuous improvement and contribute to achieving high levels of customer service and overall team performance.