Customer Service Agent

Hanson Quarry Products Europe Limited; Whitwick; On-site; GBP 18,000 - 23,000; Full time

Job summary

Heidelberg Materials UK, formerly Hanson UK, is seeking a Customer Service Agent for MQP Whitwick to deliver outstanding customer experiences and own end-to-end customer journeys from quotation to delivery and invoicing. You will build relationships, resolve issues, and collaborate with operations to ensure on-time commitments.

The role suits a proactive communicator with experience in customer service, strong IT skills, and the ability to manage multiple tasks in a fast-paced environment.

Qualifications

• Experience in customer service, call centre, sales support or administration.
• Excellent verbal and written communication.
• Ability to manage multiple tasks and priorities.
• Proactive problem-solving with IT literacy.

Responsibilities

• Deliver consistently high-quality customer experiences.
• Answer calls and respond to customer emails professionally.
• Own enquiries from initial contact to resolution.
• Build relationships with customers through personalised service.
• Keep customers informed with clear, proactive communication.
• Create, amend and confirm customer orders accurately.
• Process quotations, invoices and service charges.
• Collaborate with teams to meet customer commitments.

Skills

Customer service

Communication skills

IT proficiency

Attention to detail

Job description

Heidelberg Materials UK (formerly Hanson UK)

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 Service Agent - MQP Whitwick

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.

What You’ll Be Doing

• Customer Service Excellence: 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

Essential Skills & Experience

• 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.

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. 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.

Inclusivity & Accessibility

• 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 you with 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.