Customer Service Supervisor in Wrexham

Department: Customer Service and Distribution

Application Deadline: 2 July 2026

Location: Borras Quarry, Wrexham

We’re Breedon, the largest independent construction materials business in the UK and Ireland, and we’re recruiting. We are currently seeking a Customer Service Supervisor to join our team, based at our Borras Regional Office, Wrexham. Reporting to the Customer Service Manager, you will play a key role in supporting the performance of the Customer Service Team, helping to ensure that customers receive a positive and efficient experience from order through to delivery. You will be responsible for maintaining a clear forward view of haulage and production capacity, supporting the delivery of forecasted volumes and helping the team to respond proactively to any operational challenges that may impact customer orders.

Key Responsibilities

• Build and maintain a forward view of haulage and production capacity to support the delivery of forecasted volumes.
• Act as a point of escalation for queries from internal drivers, external hauliers and owner drivers, helping to maximise performance and efficiency in the delivery of concrete and mortar to customers.
• Act as a key point of contact for Operations and Transport in relation to production disruptions, such as plant breakdowns, driver absence or other operational issues.
• Ensure that the Customer Service Team proactively manages customer expectations where changes to delivery times or service levels occur.
• Liaise with the Transport Manager regarding compliance matters, excessive costs, vehicle issues and fleet requirements.
• Analyse declined and cancelled orders to identify opportunities to improve production and delivery capacity.
• Work closely with Commercial Teams to share insight on repeat issues, trends and opportunities for improvement.
• Support the development of a strong performance culture within the Customer Service Team.
• Lead, support and develop Customer Service Agents, ensuring that the team provides an effective, efficient and professional customer interface from order receipt through to dispatch.

Skills, Knowledge & Expertise

• Experience of process improvement and driving efficiencies, ideally within logistics, distribution, transport or supply chain.
• The ability to train, support and inspire team members to adopt a performance-focused and service-centred approach.
• Strong interpersonal and negotiation skills.
• Sound commercial awareness, including an understanding of costs, budgets and service performance.
• The ability to remain calm and professional under pressure, including when dealing with challenging situations.
• Strong problem-solving skills, with the ability to identify practical solutions that improve customer service and operational performance.
• Excellent attention to detail and a right-first-time approach.
• A positive, approachable leadership style and the ability to build strong working relationships across teams.
• Previous experience or knowledge of the construction materials industry would be beneficial, but it is not essential.

What matters most is that you are customer-focused, proactive, organised and able to help a busy team deliver a high standard of service.

Job Benefits

• A tailored, competitive salary
• Company pension scheme
• 25 days holiday per year, plus bank holidays on top
• Life Assurance Scheme
• 1 day per year to volunteer with a charity of your choice (fully paid!) and fund-matching up to £200 for charitable events.
• Employee Assistance Programme providing a wide range of health and wellbeing support 24/7
• Enhanced parental leave policy.
• Option to participate in our ShareSave scheme.
• Access to our employee benefits platform, giving you discounts on a wide variety of high street shops and brands.
• Broad learning opportunities, training and career progression pathways.