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For Companies At a Glance
- Tasks: Lead customer complaints and drive continuous improvement for top-notch service.
- Company: Join Tarmac, a forward-thinking company that values people and innovation.
- Benefits: Enjoy bonuses, enhanced holidays, pension schemes, and exclusive discounts.
- Why this job: Make a real difference in customer experience while growing your career.
- Qualifications: Experience in customer service and strong problem-solving skills required.
- Other info: Diverse and inclusive workplace with excellent training and development opportunities.
The predicted salary is between 40000 - 50000 £ per year.
We’re looking for a proactive Complaints & Continuous Improvement Lead to drive service excellence across our Cement, Packed Products, Aggregates and Powders businesses. In this key role, you’ll lead continuous improvement initiatives, streamline processes, and manage end‑to‑end customer complaints to deliver a consistently high‑quality customer experience.
What You’ll Do
- Lead complaint investigations, root cause analysis and preventative actions.
- Identify and deliver efficiency improvements across multiple product lines.
- Support automation and customer portal development with the CSM.
- Collaborate with stakeholders to align processes and systems.
- Produce reporting, manage complex spreadsheets and support price increases.
- Meet KPIs, promote the Customer Portal and ensure SLA‑aligned service levels.
- Contribute to Health & Safety responsibilities as required.
What You’ll Bring
- Customer service experience, including complaints handling and continuous improvement.
- Strong communication, organisation and problem‑solving skills.
- Ability to work independently, prioritise effectively and build strong relationships.
- Confident use of IT systems and data/Excel skills.
Why Tarmac
We don’t just offer a job, we offer a career. Alongside this role, you’ll have access to industry‑leading rewards, development opportunities, and a culture that puts people first, including:
- Bonus scheme
- Enhanced holiday entitlement
- Contributory pension scheme
- Access to the Tarmac Reward website with discounts on retailers, holidays, etc.
- Access to our Employee Assistance helpline for free and confidential advice
- Access to join our Employee Communities (employee networks) we currently have nine communities inc. (REACH) Religious, Ethnic, Cultural Heritage, LGBTQ+, Parents & carers, Ability, Wellbeing, Female voice and menopause
- Training and development opportunities
Tarmac is committed to being a Forces‑friendly employer. If you’re coming from a military background, we’ll support your transition and help you build a successful career with us. We’re proud to be part of CRH, and even prouder to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for everyone. If you need any reasonable adjustments during the recruitment process, just let us know, we’re here to support you.
Ready to build your future? Click ‘Apply’ to get started. Please note: we sometimes close roles early due to high interest, so don’t wait too long!
Complaints & Continuous Improvement Lead employer: Tarmac
Contact Detail:
Tarmac Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints & Continuous Improvement Lead
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and role thoroughly. Understand their values and how you can contribute to their goals, especially in complaints handling and continuous improvement.
✨Tip Number 3
Practice your problem-solving skills! Be ready to discuss real-life examples of how you've handled complaints or improved processes. This will show you're the right fit for the Complaints & Continuous Improvement Lead role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Complaints & Continuous Improvement Lead
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in complaints handling and continuous improvement. We want to see how your skills align with the role, so don’t hold back on showcasing your relevant achievements!
Showcase Your Problem-Solving Skills: In your application, give examples of how you've tackled challenges in the past. We love seeing candidates who can demonstrate their ability to analyse issues and implement effective solutions, especially in customer service settings.
Be Clear and Concise: When writing your application, keep it straightforward and to the point. Use clear language and avoid jargon. We appreciate a well-structured application that makes it easy for us to see your qualifications at a glance.
Apply Through Our Website: Don’t forget to submit your application through our official website! It’s the best way to ensure we receive your details directly. Plus, you’ll find all the info you need about the role and our company culture there.
How to prepare for a job interview at Tarmac
✨Know Your Stuff
Before the interview, dive deep into Tarmac's values and their approach to customer service. Familiarise yourself with their products and any recent news about the company. This will not only show your enthusiasm but also help you relate your experience in complaints handling and continuous improvement directly to their needs.
✨Showcase Your Problem-Solving Skills
Prepare specific examples of how you've successfully handled complaints or led continuous improvement initiatives in the past. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will demonstrate your ability to analyse issues and implement effective solutions, which is crucial for this role.
✨Be Data Savvy
Since the role involves managing complex spreadsheets and reporting, brush up on your Excel skills. Be ready to discuss how you've used data to drive improvements in previous roles. If you can, bring along examples of reports or dashboards you've created to showcase your analytical abilities.
✨Engage with Stakeholders
Highlight your experience in collaborating with different teams and stakeholders. Prepare to discuss how you've built relationships in the past to align processes and systems. This will show that you understand the importance of teamwork in driving service excellence and continuous improvement.