OCU Group are experiencing a significant amount of growth throughout 2024.

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

The Customer Advisor will be responsible for providing exceptional customer service, resolving inquiries, and ensuring a positive experience for our customers.

You will be the main point of contact, handling queries through various channels such as phone, email, and chat, keeping customer satisfaction at the core of every decision.

Duties and Responsibilities:

Customer Interaction:

• Engage with customers via phone, email, and chat to address inquiries and provide information about products and services.
• Greet customers warmly and ascertain the reason for their call or visit.

Issue Resolution:

• Handle customer complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution.
• Investigate and resolve complex customer issues or complaints promptly and efficiently.

Sales and Product Advice:

• Provide product and service information and suggest products or services that may be of interest to customers.
• Upsell and cross-sell products when appropriate.

Data Management:

• Maintain accurate customer records by updating information in the CRM system.
• Process orders, returns, refunds, and exchanges in accordance with company policies.

Team Collaboration:

• Work collaboratively with team members and other departments to resolve customer issues.
• Participate in team meetings and training sessions to enhance product knowledge and customer service skills.

Performance Targets:

• Meet or exceed individual and team performance targets, including customer satisfaction and productivity metrics.
• Continuously seek ways to improve personal performance and contribute to overall team success.

Skills and Experience:

• Excellent communication skills, both verbal and written.
• Strong active listening skills and ability to empathise with customers.
• Proficiency in using computer systems, including MS Office and CRM software.
• Ability to multi-task, prioritise, and manage time effectively.
• Previous experience in a customer service or advisory role.
• Ability to work under pressure and handle challenging situations calmly and effectively.

Company Information:

Established in 1994, OCU Group is one of the fastest growing utility engineering contractors in the UK, with a long successful track record in delivering customer-focused civil engineering solutions.

Working directly with many of the country’s leading blue-chip power, water, telecoms, and rail clients, we are looking for the very best talent to join our growing team.

We pride ourselves on empowering our employees and offering opportunities for them to take control of their own personal development and career progression in a supportive environment.

We believe that being successful is a choice.

We choose to be successful.

We are OCU, ‘One Company United’.

We celebrate difference and appreciate diverse backgrounds. We encourage everyone who join us to be themselves at work and create inclusive teams in our workplace.