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.
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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.
- 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.
At OCU Group, we don’t just deliver infrastructure - we help power modern life.
As one of the UK’s fastest-growing utility and infrastructure businesses, we deliver complex, nationally critical projects across power, energy transition, water, telecoms, and digital infrastructure. Over the last five years, OCU has grown five-fold to a £1.1bn organisation, expanding both organically and through strategic acquisitions across the UK, Australia, New Zealand and India.
Our growth is driven by ambitious people, operational excellence, and a commitment to doing things properly. We work on projects that genuinely matter by supporting the UK’s energy transition, strengthening essential infrastructure, and helping build more sustainable communities for the future.
Whether you’re an experienced professional looking to take ownership of major projects and influence delivery at scale, or someone starting your career through an apprenticeship, graduate programme, or placement route, OCU offers real opportunity to grow, develop, and make an impact.
We are building a business where high performance, collaboration, innovation, and accountability sit at the centre of our culture. Our people are trusted to lead, encouraged to challenge thinking, and supported to continuously develop their skills and careers.
At OCU, you won’t just join a growing business, you’ll help shape it.
Our Culture & Values
At OCU, our values are at the heart of everything we do. We care about safety, lead with integrity, strive to be better every day, make a positive impact, and deliver to grow, together, as One Company United.
Our Commitment to Inclusion
At OCU Group, we believe diversity, inclusion, and belonging are fundamental to building stronger teams, better ideas, and a more successful business. We welcome applications from people of all backgrounds and are committed to creating an environment where everyone feels valued and supported.
As part of our commitment to fairness and equality, candidates may be asked to complete an equal opportunities monitoring form during the recruitment process. This information is used for monitoring purposes only and plays no part in hiring decisions.
We are proud to be a Disability Confident employer and are committed to offering interviews to candidates with disabilities or long-term health conditions who meet the essential criteria for the role.
To ensure that everyone has a fair opportunity to join our team, please inform us if you require any reasonable adjustments to our recruitment and interview process is, by emailing
[email protected].
