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 key to our growth and development. We aim to foster 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. Purpose of the role To handle and effectively manage invoice queries whilst offering a professional customer service experience to both internal and external customers. Meet all customers’ and business requirements in the most efficient and cost-effective manner whilst achieving a high level of customer service. Proactively manage the customer journey by focusing on initiating and capturing the customer’s requirements accurately through communication and input. Key accountability Effectively manage all calls and emails taking ownership and understanding the customer requirements in order to capture the relevant information to process the customer journey accurately and efficiently. Build relationships and acknowledge internal and external customers individually, providing a personal service. Navigate systems efficiently and accurately, keeping the customer informed throughout the process Offer a positive, enthusiastic approach to team ethos, supporting colleagues where required. Run query reports in SAP to monitor, manage and process invoice queries in a timely fashion Raise invoice queries in SAP and progress accordingly Work towards processing invoice queries through investigation utilising a variety of platforms such as SAP, STARs / Hub, Geneysis, STARsMM, GPS / Trackit and OnSite app Work to reduce invoice queries through investigation and route cause analysis. Accurately update and amend quotations and orders where required Hold account ownership for customers, understand their business and processes. Support team members within the team, sharing knowledge, best practice and workload. Complete manual documents and general housekeeping as well as any other associated admin as required. Where able, investigate and resolve customer issues and complaints through actively listening and proactively looking for suitable solutions for the customer that is not detrimental to the Heidelberg Materials business, ensuring complaint procedure is followed. Where necessary, escalate customer requests or issues using the escalation process when the situation is outside the control, capabilities or authority of the individual. Being multi-skilled and developing knowledge of all roles within the team and across business lines / areas to provide cover when requested by management. Professionally liaising with internal and external colleagues where relevant to ensure a high level of customer service is maintained. Effectively develop and maintain a good level of team morale, supporting colleagues to achieve CSC’s business goals and objectives. Acquire and apply market, product and customer knowledge to the day-to-day operation of the CSC. Compliance with company policies and procedures. Cash sale reconciliation – ensure M3 delivered / payments collected in SAP match payment platform and action where discrepancies occur, ensuring authorisations are captured in a timely fashion. Raise and manage NCRs where clear errors are found to have caused invoice queries to enable reporting / root cause analysis ensuring all data ties in with complaint system where applicable. Assist query team lead with encouraging CSM / CSL / RGM / AGM or any other relating managers to act upon data provided Work towards quarterly targets set by query lead, monitoring regularly to ensure figures are on target / within range for end of quarter Education/Qualification Minimum of a Grade 4/C at GCSE in Math’s and English What’s on Offer Salary: £24,960pa • 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