Heidelberg Materials Where Diversity Empowers, Individuality Inspires, and Together, We can achieve Net Carbon Zero We are dedicated to an inclusive and respectful workplace, valuing diverse skills and backgrounds for our business success. Our culture promotes openness, transparency, and individual growth. We actively encourage diversity in the construction industry and welcome all applicants, regardless of perfect alignment with job descriptions. Elevate your life with our family-friendly policies prioritising wellbeing. Purpose of the role To offer all customers, a professional, dedicated, personal service when calling into the Customer Service Centre (CSC). Meet all customers’ and business requirements in the most efficient and cost-effective manner whilst achieving a high level of customer service. To provide a service of the highest quality throughout the CSC Key Accountabilities Answer incoming calls in a professional manner using Hanson’s standard call answering prompt card Be vigilant and responsive to calls in line with set KPIs Effectively manage all calls understanding the customer requirements to capture the relevant information to process the customer order accurately. Compliance with company sales sale policy Build relationships and acknowledge each customer individually, providing a personal service Navigate systems efficiently and accurately, keeping the customer always informed Ask relevant questions and communicating in an empathic, confident, and assertive manner Where able, investigate and resolve customer issues and complaints through actively listening and proactively looking for suitable solutions for the customer that is not detriment to the Hanson business Liaise with other internal Hanson team members in relation to customer orders, pricing, products, delivery matters via phone and email Where necessary, escalate customer issues or order details following the correct process when the situation is outside the control, capabilities, or authority of the job incumbent. Effectively develop and maintain a good level of team morale, supporting colleagues to achieve CSC’s business goals and objectives Order Management: Create, alter, and confirm new customer orders whether on account or as a cash sale, completing all necessary customer order details within the Company’s SAP Order Management system, such as customer name, billing address, delivery address, full customer contact name and telephone number; order date, delivery time, type of product ordered using the material search function to locate the required product, quantity of the product required Understand production and truck capabilities and negotiate realistic delivery times with customers considering other orders on the day. Offering the best solution using the order delivery viewer screen within Hanson’s transport management system Liaise with commercial, sales and operational staff to maximise meeting customer requirements Acquire and apply market, product, and customer knowledge to the day-to-day operation of the CSC Communication: Courteous and prompt response to customers, colleagues, drivers, plant staff and transport personnel Escalate any circumstances likely to impact on service quality or any areas requiring clarification General Develop knowledge of all roles within the team and provide cover when requested by the Team Leader Develop product knowledge for all Hanson products Link with the area teams and relevant external departments to ensure high level of customer service is maintained, including working within other areas should the need arise Monitor distribution operation regarding customer requirements and vehicle utilization during the day Liaise with plant, unit, and other regional coordinators to optimize distribution solution Maintain good working relationships Understand the forward order and forecast sales volumes to evaluate the impact on distribution requirements Programme plant to mix material to meet customer requirements Carry out administrative duties associated with this role and any other duties as directed by management Compliance with company cash sale policy Education/Qualification Minimum of a Grade 4 which is equivalent to a C GCSE in Math’s and English Excellent knowledge of SAP, Syncrotess systems and standard office packages Good communication skills with the ability to negotiate at all levels Will also ideally have experience of working within a large company environment and achieving targets What’s on Offer Salary: £24,960pa • Employer of choice : Armed Forces Covenant (Silver) / Disability Confident Committed / 5% Club (Gold) / Mates in Mind / Clear Assured (Foundation) / MPQC / Youth Employment / CTP / School & University Outreach / Gradcracker / Wellbeing for Life • Compensation Package : Bonus incentives / Generous Pension Schemes up to 15% / 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 • Social Values : 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