Customer Service Agent

Breedon Group plc; Buxton; On-site; GBP 22,000 - 30,000; Full time

Job summary

A prominent construction materials company located in Buxton is seeking a Customer Service Agent. The successful candidate will manage customer enquiries, provide admin support, and strive for high levels of customer satisfaction. Responsibilities include effectively handling complaints, ensuring timely communication with customers, and inputting orders into the system. The role offers a permanent full-time position and includes various benefits such as training opportunities and a pension scheme.

Benefits

25 days annual leave plus bank holidays

Aviva Pension scheme

Training and development opportunities

Life Assurance

Access to employee benefits platform

Qualifications

• Ability to perform against KPI's like Customer Happiness and Effectiveness.
• Positive attitude and customer-focused mindset.
• Strong multitasking and time management skills.

Responsibilities

• Provide excellent customer service to enhance customer satisfaction.
• Handle inbound enquiries and complaints effectively.
• Input orders into the Excalibur system.

Skills

Customer Happiness

Effective Communication

Time Management

Resilience

Multitasking

Job description

Customer Service Agent

Department: Customer Service and Distribution

Employment Type: Permanent - Full Time

Location: Dowlow Quarry & Asphalt Plant, Buxton

Description

The Customer Service Agent is a key member of the Asphalt and Aggregates Distribution team focused on providing excellent customer service and providing support to the Central region.

The Customer Service Agent is responsible for dealing with inbound enquiries from customers, offering admin support to the Asphalt planners by liaising with hauliers and proactive order chasing.

To positively represent the Breedon brand the Customer Service Agent offers our customers an excellent and professional service.

Key Responsibilities

• Making our Customers Happy. Be proactive and innovative whilst ensuring you create an exceptional experience.
• Always aiming for First Call Resolution. Our customers’ time is precious, so we need you to be effective and efficient.
• Being accountable for your actions. Take ownership of your customer, commit to solving their issue and be sure to set realistic expectations.
• Be able to handle complaints.
• Successfully plan an asphalt plant and ship it the following day.
• Enquiries are to be recorded on the telephone enquiry pad.
• Input orders onto the Excalibur system.
• Add relevant notes to orders detailing any correspondence with the customer.
• To keep customers informed.
• To conduct weekly customer surveys.
• To follow our values (Keep it Simple, show we care, Make it Happen, Strive to improve).

Skills, Knowledge & Expertise

• To be able to perform consistently against our main KPI’s: (Customer Happiness, Effectiveness, Repeat Calls).
• To strive for continuous improvement with a focus on finding the right solution.
• To be positive - it breeds and our customers feel it. Come to work with a smile.
• Be able to work well under pressure and to multitask.
• Show resilience and the skill to deal with challenging customers and situations.
• Show flexibility when it comes to business needs and change.
• To demonstrate absolute care for our customers, our colleagues and our business.
• Effective time management, adhering to administrative policies and procedures.

Job Benefits

• 25 days annual leave plus bank holidays.
• Aviva Pension scheme.
• Holiday Purchase scheme.
• Sharesave scheme.
• Life Assurance.
• Training & development opportunities.
• Employee assistance programme.
• Access to our employee benefits platform, giving you discounts on a wide variety of high street shops and brands.