Contract Support Admin OCU Utilities Leeds Seacroft

Role Overview

We are looking for a Contract Administrator to join our team in Leeds, Seacroft. You will be responsible for providing exceptional customer service, resolving inquiries, and ensuring a positive experience for our customers. As the main point of contact, you will handle 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

OCU leads the way in end-to-end infrastructure engineering in the utilities, digital, and energy markets, specialising in safely and efficiently delivering complex client requirements. Our breadth of capabilities and depth of operational capacity, paired with our cutting-edge technology, ensure that we are not just part of the market; we are leading it.

Working directly with many of the country's leading power, energy transition, water, telecoms and digital clients, we are looking for the very best talent to join our growing team.