NOC Response Coordinator (Evening Shift)

NOC Response Coordinator (Evening Shift)

Application Deadline: 28 September 2026

Department: Group Services

Employment Type: Permanent – Full Time

Location: Leeds – Seacroft

Reporting To: Rabinder Dablar

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.

What you’ll do

• 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.

What you’ll bring

• 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.

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