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. Purpose of the role Lead (through positive example) and develop One MC to be the main communication hub between Heidelberg materials and its customers, and Heidelberg materials internal business. Encourage ownership of customer experience and resolution of issues. Lead a motivated team who enable value add customer experience as efficiently as possible, for their region and business line. Ensure we have sustainable working methods that promote best practice whilst being entrepreneurial. Enable a seamless QTOFIC experience that delights our customers. Be the knowledge expert of the QTOFIC journey. Have a positive and tactically aligned relationship with regional counterparts that enables profit and cost control. Key accountabilities Communication and coordination Proactive customer engagement to maximise customer satisfaction even during periods of customer disruption. Prevent escalation of issues and excessive noise generation caused because of an issue. Communicate in a clear and effective manner, business expectations including performance requirements and results. Take responsibility for managing performance and process issues, which impact upon customer service strategy. Single point accountability for escalation of quiet and busy day process. Seek regional feedback from all functions and own improvement plans accordingly. Customer Service Deliver QUOTIFIC customer experience. “Quoted on time, delivery in full ( and on time), invoiced correctly.” Evaluating decisions made to ensure they deliver actual customer satisfaction. Advocate and support cross business line and regional performance. Ensure adequately trained personnel are always available during operating hours to meet the business needs. Identify common cause of service interruption. Work with regional counterparts to prevent repeat occurrence. Profit and cost control Firm understanding of the cost levels. Delivering at maximum margin and maximum customer satisfaction. Develop the team, both individually and collectively, by identifying needs through agreeing Personal Action Plans and addressing these through delegation, coaching, mentoring, and learning programmes. Support and promotion of National CSC initiatives addressing regional concerns as appropriate and managing change accordingly. Close liaison with commercial and operational managers to ensure optimisation of production source, scheduling, and management of stocks. Management of telephony metrics. Encourage staff to be multi skilled across all functions. Co-ordinate order, sales, and technical resources, through clear objectives, performance management and regular reviews. Recruit and ensure appropriate training of new personnel as required. Monitor and reviews commercial processes on an ongoing basis to ensure adherence to corporate governance requirements/ quality assurance standards. Compliance with regulatory requirements such as Competition Act and audit function. Manage the administration of queries effectively and promptly and ensure root cause analysis is carried out to reduce queries raised. Maintain excellent knowledge of customers and their service expectations. Maintain an excellent understanding of the operational capabilities of the business. Monitor and report on business line performance through agreed KPI reporting indices Daily liaison with key functional stakeholders: Commercial / Sales – Identify and maximise opportunities to generate greater value from the volume. Ensure customer priorities are understood and serviced appropriately. Direct any expected lateness to lower priority customers. Production – ensure plants are available at peak times, scheduling maintenance/downtime around quiet times/days Transport – ensure availability of fleet. General – escalation of performance issue/s to respective area management team member with agreement of corrective actions. Key performance measures: Area profitability / Profit and loss performance On time delivery “in full aka all material delivered and on time” Late load communication compliance Optimal sourcing / production scheduling Quotation turnaround and accuracy “Quoted on time” Cash sale revenue Call handling & quality “In full aka order captured correctly” Query management / “Invoiced correctly” Customer complaints Management and compliance with appropriate QA and audit requirements What’s on Offer: Salary: Competitve Location: Syston 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