At a Glance
- Tasks: Manage customer accounts, orders, and ensure smooth operations daily.
- Company: Heidelberg Materials is a key player in the construction industry, shaping communities.
- Benefits: Enjoy competitive salary, career progression, and a supportive team culture.
- Other info: Diversity and inclusivity are core values; all backgrounds are encouraged to apply.
- Why this job: Be at the heart of operations, making a real impact in a dynamic environment.
- Qualifications: Strong communication skills, attention to detail, and experience in customer service preferred.
The predicted salary is between 28800 - 42000 £ per year.
Heidelberg Materials UK (formerly Hanson UK) is one of the UK’s largest suppliers of construction materials, employing over 4,000 people and operating around 300 manufacturing sites in the UK.We are committed to building a more sustainable future and recognise that a diverse workforce is vital to our growth and advancement. We aim to promote a culture that values openness, transparency and individual achievement.At the centre of our actions lies the responsibility for the environment. As the front runner on the path to carbon neutrality and circular economy in the building materials industry, we are working on sustainable building materials and solutions for the future. We enable new opportunities for our customers through digitalisation.**Customer Account Co Ordinator****Salary: Starting from £29,000 per annum** - **Experience dependent****Location: Syston, Leicestershire****Working Hours: 06:30 - 18:00 Rota Shifts****Purpose of the role**To meet all customers’ and business requirements in the most cost effective, professional, and timely manner whilst achieving a high level of customer service. To provide customers with a quality service for all sales, orders, deliveries, and associated administration in the most cost-effective way for Heidelberg Materials Quarry Products. Pro-actively manage the order book and work profile for key accounts and national customers, ensuring that the customer journey is managed in line with the orders and sales KPI’s as well as maximising cost efficiencies. Actively engage with key stakeholders such as operational staff, commercial staff, and other internal departments to ensure that the customer experience and KPIs are at the front of all decisions which are made.**Key accountabilities*** Cover all day-to-day orders and sales administration tasks to ensure a Quotific customer journey from pricing, order placement to invoice, to ensure that the KPIs are best achieved* Overall accountability for key accounts, managing customer orders and accounts,* Process compliance reviews* Advocate and support cross business line performance.* Manage customer activity nationally, engage with internal departments and cross collaborate with team members to ensure customers’ needs are best met.* Daily/Weekly/monthly catch ups with commercial team and operational staff to discuss any issues from customers or internal departments.* Firm understanding of costs, margin, unvoiced revenue. cash collection impacts* Support the business in cases of unforeseen circumstances, factoring in allocation, plant breakdowns, inventory etc.* Promote the use of Heidelberg Materials digital tools, in particular the uptake and use of online portals with customers.* Full engagement with operational and commercial interactions and the wider cement team.**Order Management:*** Establish key customers ensuring that their order book is proactively managed. Develop relationships with key customers and anticipate requirements.* Adopt a customer centric approach to orders and always offer alternatives* Ensure that on the day delays and late loads are communicated effectively.* Collate a list of “key offenders”, for issues such as trucks being kept on site, orders constantly booked on but cancelled on the day etc.* Ensure our online portals are regularly monitored and orders are confirmed or amended as required.* Responsible for processing sundry charges, cancellation, out of hours and waiting time surcharges in line with company policy* Ensure that customer interaction is personal and owned with both internal and external interactions.* Ensure the team are fully competent on the customer journey from pricing to invoice* Assist on error checks and process improvements based on pending audit analysis.**Reporting and analysis*** Acknowledge and suggest process improvements based on analysis and feedback* Proactively monitor and report on OSCC phone stats* Proactively monitor and report on tableau and query dashboard* Competently run reports in SAP including extract and analysis* Understand SMART targets and assist with the formation of KPI’s**Pricing / Price Increase*** Processing cement pricing updates and calculations and update in SAP including effects of incorrect input* Full process knowledge and relationship with stakeholders involved in the price increase and assist with implementation**Query Management / Resolution*** Process all query reasons and how to resolve accurately* Monitor query reasons and order reasons to ensure they are accurate.* Review notes and calculations to ensure accurate**Projects and Training*** Coach team members on process and assist with roll outs* Help to gather feedback and help with analysis on new and current process’* Help to review process documents to ensure they are accurate and compliant* Liase with the training team to improve agent competencies and cement training packages**General*** Full end to end knowledge of processes across orders and sales administration* Liaison with commercial & operational staff.* Compliance with company policies.* Prevention and resolution of invoice queries.* Efficiently handle customer enquiries to resolution in a timely manner.* Accurately process all admin within given deadlines, meeting critical deadlines for cash / invoice* Hold knowledge of all tasks within the team and provide cover when requested.* Link with the teams and relevant external departments to ensure high level of customer service is maintained, including working within other areas should the need arise.* Engage & manage sufficient communication streams to meet customer delivery requirements.**Education/Qualification*** GCSE 4+ or equivalent to C in Math’s and English* Working knowledge of SAP* Working knowledge of Word and Excel**What’s on Offer:****Employer of choice**: Armed Forces Covenant (Silver) / Disability Confident Committed / 5% Club (Gold) / Mates in Mind / Clear Assured (Foundation) / MPQC / Youth Employment / CTP / School & University Outreach / Gradcracker / Wellbeing for Life **Compensation Package**: Bonus incentives / Generous Pension Schemes up to 15% / Life Assurance**Work Life Balance**: 27 days holiday (excluding bank holidays) / Agile working / Flexible working / Holiday purchase / Sabbatical **Family Friendly**: Enhanced policies such as Maternity / Paternity / Parental Leave / Neonatal / Adoption **Social Values**: paid Volunteering Day every year / Communities (LGBTQ+, Network of Woman, Woman in Science and Engineering (STEM), Armed Forces) **Wellbeing**: Employee Assistance Programme (EAP) / Mental Health First Aiders / Cycle to Work / Employee Benefits portal including Gym discount / Free eye tests / Discounted Private Medical coverAt Heidelberg Materials UK (previously known as Hanson UK) we strive to create an inclusive and respectful workplace where every individual can bring their unique skills and background to contribute to the success of our business.### About usAt Heidelberg Materials UK (previously known as Hanson UK), we understand that a diverse workforce is key to our growth and development, and we aim to foster a culture that values openness, transparency, and individual achievement.As part of our commitment to promoting diversity, we are actively working to encourage more individuals to consider careers within the construction industry.We believe in building a workplace that is dedicated to promoting inclusivity and diversity.If you're interested in joining our team, we encourage you to apply, even if your experience or skill set doesn't perfectly align with the job description. Creating a candidate home page is optional, when asked, but you can use this to quickly see the progress of your application(s).You may still be the right fit for this or other roles within our company.Heidelberg Materials is also committed to working with and providing reasonable accommodations to individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the interview process. For quick access to screen reading technology compatible with this site click here to download a free compatible screen reader (free step by step tutorial can be found here). Please contact Recruitment@uk.heidelbergmaterials.com for additional information or to request accommodations.We understand that women may face unique challenges in their careers, and we are committed to providing a supportive environment to help you thrive.Our family-friendly policies, such as enhanced maternity and parental leave, neonatal care, and adoption support, will provide you with the flexibility and support you need to balance your personal and professional commitments.We also offer a range of benefits, such as access to our Employee Assistance Program, trained mental health first aiders, discounted private medical benefits and much more, to ensure your wellbeing is prioritized. #J-18808-Ljbffr
Customer Account Co Ordinator in Syston employer: Heidelberg Materials Limited
Join a forward-thinking team at the National Laboratory in Chipping Sodbury, where your role as a Laboratory Technician will be supported by a culture of safety, quality, and continuous improvement. Enjoy a competitive benefits package that includes generous holiday allowances, family-friendly policies, and opportunities for professional development, all within an inclusive environment that values diversity and well-being. This is not just a job; it's a chance to contribute to operational excellence while growing your career in a supportive and dynamic workplace.
Contact Details:
Heidelberg Materials Limited Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Account Co Ordinator in Syston
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Heidelberg Materials Limited. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Heidelberg Materials Limited before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Account Co Ordinator in Syston
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Heidelberg Materials Limited:Your cover letter is your chance to shine! Tell us why you want to work at Heidelberg Materials Limited specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Heidelberg Materials Limited!
How to prepare for a job interview at Heidelberg Materials Limited
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
