Customer Service Agent

Breedon Group plc; King's Newton; On-site; GBP 21,000 - 25,000; Full time

Benefits offered by this job

Competitive salary

Company pension

25 days leave

Share saver

Life assurance

Employee benefits platform

Job summary

Breedon Group plc is seeking a Customer Service Agent for the Midlands region, based at Breedon Head Office in Derbyshire. The role fixes terms and focuses on delivering proactive service, planning transport, and timely order chasing.

You will handle inbound inquiries, input orders, maintain records, and strive for first-call resolutions while upholding Breedon values and a professional service standard.

Qualifications

• Experience handling inbound customer inquiries.
• Ability to input orders into the Excalibur system.
• Proactive order planning and timely communication with customers.

Responsibilities

• Handle inquiries and schedule orders to support the Midlands region.
• Aim for First Call Resolution and efficient customer interactions.
• Own customer issues, set realistic expectations and follow up.
• Handle complaints and record enquiries on the enquiry pad.
• Input orders onto the Excalibur system and add notes detailing correspondence.
• Keep customers informed and communicate with haulage partners.
• Adhere to company values and adapt cross-functionally as required.
• Respond to enquiries and complaints promptly and efficiently.
• Proactively plan and track orders to completion.

Skills

Customer service

Communication skills

Multitasking

Resilience

Time management

Problem solving

Tools

Excalibur system

Job description

Customer Service Agent

Department: Customer Service and Distribution

Employment Type: Fixed Term - Full Time

Location: Breedon Head Office, Pinnacle House, Breedon on the Hill, Derbyshire

Description

The Customer Service Agent is a key member of the Ready Mix concrete team focused on providing excellent customer service and providing support to the Midlands region.

You will be responsible for dealing with inbound enquiries from customers, scheduling the orders, planning the transport and proactive order chasing.

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

This is a fixed term position.

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.
• 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 follow our values (Keep it Simple, show we care, Make it Happen, Strive to improve).
• Timely response to customers’ enquiries, queries and complaints in an efficient manner.
• Proactive planning and tracking orders to completion.
• Scheduling and rescheduling orders whilst utilising haulage fleet effectively.
• Compiling and maintaining accurate records as required.
• Communicating effectively with commercial, production and haulage partners.
• An ability and desire to adapt cross functionally as and when required.

Skills, Knowledge & Expertise

• To be able to perform consistently against our main KPI’s.
• 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

• A tailored, competitive salary.
• Company Pension Scheme.
• 25 days annual leave, plus bank holidays on top.
• Share Saver Scheme.
• Company Life Assurance Scheme.
• Access to our employee benefits platform, giving you discounts on a wide variety of high street shops and brands.