At a Glance
- Tasks: Manage customer orders and build strong relationships to ensure seamless service.
- Company: Heidelberg Materials UK, a leader in sustainable construction materials.
- Benefits: Competitive salary, diverse culture, and opportunities for personal growth.
- Other info: Join a fast-paced team focused on sustainability and innovation.
- Why this job: Make a real impact on customer experiences while working in a dynamic environment.
- Qualifications: GCSE Maths and English, strong communication skills, and problem-solving abilities.
The predicted salary is between 31500 - 38500 £ 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.
Are you passionate about delivering outstanding customer service, building strong relationships and making sure every customer receives a seamless experience from order through to invoice? We’re looking for a Customer Excellence Agent to join our Recycling team. This is a varied role where you’ll take ownership of key customer accounts, proactively manage orders and work closely with our commercial, operational and transport teams to keep everything running smoothly. You’ll be at the heart of the customer journey, helping us deliver an efficient, professional and responsive service while identifying opportunities to improve the way we work.
What you’ll be doing
- Manage customer orders from initial pricing and order placement through to delivery, weighbridge transactions and invoicing.
- Take ownership of key customer accounts, building strong relationships and anticipating customer requirements.
- Proactively manage the order book, ensuring changes, delays and transport issues are communicated effectively.
- Deliver a personal, customer-focused service and ensure queries are resolved accurately and efficiently.
- Work closely with commercial, operational, transport and other internal teams to meet customer requirements.
- Monitor online portals and recycling booking systems, ensuring orders and bookings are kept accurate and up to date.
- Support pricing updates, customer queries, invoice resolution and sales administration.
- Monitor performance using reporting tools and systems, including SAP and Tableau.
- Understand costs, margins, un-invoiced revenue and the impact of cash collection.
- Identify opportunities to improve processes and support compliance reviews.
- Support the business during operational challenges, including plant breakdowns, transport availability, site capacity and inventory issues.
- Promote the use of Heidelberg Materials digital tools and online customer portals.
- Coach and support colleagues with processes, systems and new ways of working.
What we’re looking for
- We’re looking for someone who is organised, confident and genuinely motivated by delivering an excellent customer experience.
- Ideally, you will have GCSE Maths and English at Grade C/4 or above, or equivalent.
- Strong customer service and communication skills.
- Good analytical and problem-solving abilities.
- The confidence to communicate and build relationships across different teams and levels of the business.
- Excellent organisational skills with the ability to manage multiple priorities and deadlines.
- Experience working with SAP, weighbridge or transport systems, alongside standard Microsoft Office applications.
- Experience working within a large organisation and delivering against targets would be advantageous.
Why this role?
This is more than processing orders. You’ll have the opportunity to take ownership, solve problems and make a real difference to the customer experience. You’ll work across different areas of our Recycling business, build relationships with key customers and colleagues, and play an important role in ensuring we provide a consistently high-quality service. If you enjoy working in a fast-paced environment, taking ownership of customer needs and finding solutions when things don’t go to plan, we’d love to hear from you.
Customer Excellence Agent in Manchester employer: Heidelberg Materials
Heidelberg Materials UK is an exceptional employer, offering a dynamic work environment at our Ketton Cement Works where innovation and sustainability are at the forefront of our operations. We prioritise employee growth through continuous learning opportunities and a culture that values diversity and inclusion, ensuring that every team member can thrive while contributing to our ambitious sustainability goals. With competitive salaries, generous benefits, and a commitment to work-life balance, we empower our employees to build meaningful careers in the construction materials industry.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Excellence Agent in Manchester
✨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 Excellence Agent in Manchester
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.
