Customer Service Agent

Heidelberg Materials UK; Whitwick; On-site; GBP 22,000 - 30,000; Full time

Job summary

Heidelberg Materials UK is seeking a Customer Service Agent to be the first point of contact for customers, handling enquiries, orders, quotations and service requests with professionalism and efficiency.

You will work in a collaborative team, own customer accounts, manage expectations, and support business objectives while delivering outstanding service and building lasting relationships.

Qualifications

• Experience in customer service, call centre, or administration roles.
• Excellent written and verbal communication skills.
• Strong attention to detail and accuracy.
• Ability to manage multiple tasks and priorities.

Responsibilities

• Be the first point of contact for customers and manage enquiries, orders, quotations, and service requests.
• Create, amend, and confirm customer orders and process quotations and invoices.
• Investigate customer issues and provide effective solutions, escalating as needed.
• Build relationships with customers and stakeholders to ensure a professional, proactive service.
• Support reporting, administration, and general housekeeping activities.

Skills

Customer focus

Multitasking

Communication

Problem solving

IT systems

Job description

Deliver Exceptional Service. Build Lasting Relationships. Make a Difference Every Day.

Are you passionate about delivering outstanding customer experiences? Do you thrive in a fast-paced environment where no two days are the same? If you enjoy solving problems, building relationships, and taking ownership of customer journeys from start to finish, we'd love to hear from you.

We are looking for a Customer Service Agent to join our dynamic team and play a key role in delivering the QUOTIFIC customer experience, ensuring customers are quoted on time, deliveries are completed in full and on time, and invoices are processed accurately.

The Role

As a Customer Service Agent, you will be the first point of contact for customers, managing enquiries, orders, quotations, and service requests. You will build strong relationships with both internal and external stakeholders, ensuring every interaction is professional, efficient, and customer-focused.

Working within a collaborative team environment, you'll take ownership of customer accounts, proactively manage customer expectations, and help deliver exceptional service standards while supporting business objectives.

What You'll Be Doing

• Deliver a consistently high-quality customer experience.
• Answer incoming calls and respond to customer emails professionally and efficiently.
• Take ownership of customer enquiries from initial contact through to resolution.
• Build strong relationships with customers by providing a personalised service.
• Keep customers informed throughout their journey, ensuring clear and proactive communication.

Order & Account Management

• Create, amend, and confirm customer orders accurately.
• Process quotations, invoices, service charges, and customer queries.
• Manage customer accounts and develop a strong understanding of their business needs.
• Ensure all information is captured accurately and entered into company systems.

Problem Solving & Resolution

• Investigate customer issues and complaints, identifying effective solutions.
• Follow complaint and escalation procedures where required.
• Perform root cause analysis to reduce queries and unbilled transactions.
• Work collaboratively with operational teams to ensure customer commitments are met.

Team & Business Support

• Support colleagues by sharing knowledge and best practice.
• Maintain excellent team morale and contribute to a positive working environment.
• Develop knowledge across multiple roles and business areas to provide cover when required.
• Complete reporting, administration, and general housekeeping activities as needed.

What We're Looking For

• Previous experience in a customer service, call centre, sales support, or administration role.
• Excellent verbal and written communication skills.
• Strong attention to detail and accuracy.
• Ability to manage multiple tasks and priorities effectively.
• Problem-solving skills with a proactive approach.
• Strong IT skills and confidence using multiple systems.
• A customer-first mindset with a genuine passion for service excellence.

Personal Qualities

• Positive and enthusiastic attitude.
• Strong team player who enjoys supporting colleagues.
• Professional, resilient, and adaptable.
• Ability to build rapport quickly with customers and stakeholders.
• Confident decision-maker with a solutions-focused approach.

Why Join Us?

• Be part of a supportive and collaborative team.
• Develop your skills across multiple business functions.
• Gain valuable experience in customer account management and relationship building.
• Work in an environment where customer service excellence is recognised and valued.
• Enjoy opportunities for personal and professional development.