At a Glance
- Tasks: Deliver exceptional customer service and manage the customer journey from enquiry to delivery.
- Company: Leading supplier of aggregate and asphalt in the UK with a supportive culture.
- Benefits: Generous holiday, flexible working, bonus incentives, and wellbeing support.
- Other info: Join a dynamic team with opportunities for personal and professional growth.
- Why this job: Make a real impact on customer satisfaction in a fast-paced environment.
- Qualifications: Minimum GCSE Grade 4 in Maths and English; strong communication skills.
The predicted salary is between 25000 - 30000 £ per year.
MQP is one of the UK’s leading suppliers of aggregate and asphalt to the building, construction and rail industries. We provide a comprehensive range of products to comply with current British Standards and Highway Agency Specifications. Our CPC Accredited (9001 Quality Management System / 14001 Environmental Management system) quarrying and asphalt operations are centrally located in the Midlands and service customers across the UK by road and rail. We have a committed, enthusiastic and well trained workforce who are focussed on giving the customers what they want when we promise it.
Deliver an Outstanding QUOTIFIC Experience
Are you passionate about delivering exceptional customer service and taking ownership of the customer journey? We’re looking for a Customer Service Agent who thrives in a fast‑paced environment and takes pride in getting it right first time. This is a key role at the heart of our Customer Service Centre (CSC), where you’ll ensure customers are quoted on time, delivered in full and on time, and invoiced correctly — every time.
Purpose of the Role
To provide customers with a professional, personal, and dedicated service, ensuring a true QUOTIFIC experience. You’ll proactively manage customer requirements from first contact through to delivery and invoicing, balancing customer satisfaction with business efficiency.
What You’ll Be Doing
- Deliver the QUOTIFIC customer experience: Quoted on time, Delivered in full & on time, Invoiced correctly
- Answer incoming calls and emails professionally, taking full ownership of customer enquiries
- Accurately capture customer requirements to ensure a smooth and efficient customer journey
- Build strong relationships with internal and external customers, offering a personalised service
- Create, amend, and confirm customer orders (account and cash sales)
- Process quotes, orders, invoices, queries, service charges, and sundry invoices accurately
- Maintain account ownership, understanding each customer’s business and processes
- Navigate multiple systems efficiently while keeping customers informed at all times
- Investigate and resolve customer issues and complaints, following company procedures
- Escalate complex issues appropriately when outside your authority or control
- Understand production and transport capabilities to negotiate realistic delivery times
- Support colleagues by sharing knowledge, best practice, and workload
- Contribute to sales reporting, administration, and general housekeeping tasks
- Actively reduce un‑invoiced items and queries through investigation and root cause analysis
- Develop multi‑skilled capability across the team to provide cover when required
What We’re Looking For
- Minimum GCSE Grade 4 (or above) in Maths and English
- Excellent communication skills with the ability to negotiate at all levels
- Strong customer focus with a proactive, solution‑driven mindset
- Confidence using standard Microsoft Office applications
- Ability to manage multiple priorities in a fast‑paced environment
- Experience working in a large organisation and working towards targets (desirable)
- A positive team player who supports team morale and shared goals
Why Join Us?
- A role where customer service really matters
- Supportive team environment with opportunities to learn and develop
- Exposure to a complex, operational business with clear processes
- A chance to make a genuine impact on customer satisfaction and business performance
What’s on Offer
- Employer of choice: Armed Forces Covenant (Silver) / Disability Confident Committed / 5% Club (Platinum) / Mates in Mind / Clear Assured (Foundation) / The Mineral Products and Qualification Council (MPQC) / STEM Ambassador
- Compensation Package: Bonus incentives / Generous Pension Schemes / 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/IVF/Menopause
- Social Value: 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 cover
Customer Service Agent employer: Heidelberg Materials
Heidelberg Materials is an excellent employer that values its staff by offering competitive pay and flexible working hours, making it ideal for those seeking a part-time role. The supportive work culture fosters teamwork and respect, while opportunities for personal growth and development are encouraged within the company. Located in Mold, employees benefit from a friendly environment that prioritises well-being and job satisfaction.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Agent
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Heidelberg Materials. 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 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 Service Agent
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:Your cover letter is your chance to shine! Tell us why you want to work at Heidelberg Materials 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!
How to prepare for a job interview at Heidelberg Materials
✨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.
