Customer Excellence Agent

Heidelberg Materials; Manchester; On-site; GBP 30,000 - 35,000; Full time

Benefits offered by this job

Accommodations for disabilities

Employee Assistance Program

Enhanced maternity and parental leave

Private medical benefits

Job summary

Heidelberg Materials UK is recruiting a Customer Excellence Agent to manage orders from pricing and placement through delivery and invoicing, while owning key customer accounts and building strong relationships across teams.

You will proactively manage the order book, handle changes and delays, resolve queries and support pricing updates and sales administration in a fast-paced recycling environment.

Qualifications

• Strong customer service and communication skills.
• Good analytical and problem-solving abilities.
• Experience with SAP, weighbridge or transport systems and MS Office applications.

Responsibilities

• Manage customer orders from pricing and placement through to delivery and invoicing.
• Own key customer accounts, build relationships and anticipate requirements.
• Proactively manage order book; communicate changes, delays and transport issues.

Skills

Customer service

Communication

Analytical skills

SAP/Weighbridge

MS Office

Education

GCSE Maths & English (C/4+)

Tools

SAP

Tableau

Weighbridge systems

Job description

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.

Customer Excellence Agent - £30,000 - £35,000k

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

As a Customer Excellence Agent, you will:

• 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.

At Heidelberg Materials UK (previously known as Hanson UK) we strive to create an inclusive and respectful workplace where every individual can bring their unique skills and background to contribute to the success of our business. At Heidelberg Materials UK (previously known as Hanson UK), we understand that a diverse workforce is key to our growth and development, and we aim to foster a culture that values openness, transparency, and individual achievement. As part of our commitment to promoting diversity, we are actively working to encourage more individuals to consider careers within the construction industry. We believe in building a workplace that is dedicated to promoting inclusivity and diversity. Creating a candidate home page is optional, when asked, but you can use this to quickly see the progress of your application(s). You may still be the right fit for this or other roles within our company. Heidelberg Materials is also committed to working with and providing reasonable accommodations to individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the interview process. For quick access to screen reading technology compatible with this site click here to download a free compatible screen reader (free step by step tutorial can be found here). Please contact [e-mail] for additional information or to request accommodations. We understand that women may face unique challenges in their careers, and we are committed to providing a supportive environment to help you thrive. Our family-friendly policies, such as enhanced maternity and parental leave, neonatal care, and adoption support, will provide the flexibility and support you need to balance your personal and professional commitments. We also offer a range of benefits, such as access to our Employee Assistance Program, trained mental health first aiders, discounted private medical benefits and much more, to ensure your wellbeing is prioritized.