Customer Service Lead

Heidelberg Materials AG; Leicester; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading construction materials company in Syston is seeking a Customer Service Lead to guide a team within their logistics operations. This role involves overseeing daily logistics activities, managing customer service, and ensuring timely deliveries. Ideal candidates will have experience in logistics or transport, proficient in SAP and Microsoft Office, with strong leadership and problem-solving skills. Competitive salary and benefits offered along with a dynamic work environment.

Benefits

Competitive salary

Comprehensive benefits

Career progression opportunities

Qualifications

• Proven experience in a customer service leadership role, ideally in logistics.
• Strong team leader with experience managing logistics or transport teams.
• Ability to track performance using KPIs for improved service.

Responsibilities

• Lead and support a regional team for customer service and delivery.
• Oversee daily logistics operations to ensure order fulfillment.
• Handle customer escalations as needed and resolve issues quickly.

Skills

Leadership

Customer service

Problem-solving

Communication

Logistics systems usage (SAP)

Data-driven decision making

Tools

SAP

Microsoft Office

Job description

Social network you want to login/join with:

Lead a High-Performing Team at the Heart of Our Logistics Operation

Are you ready to lead a high-impact team at the core of our logistics operations? While your focus will be on specific product lines, you'll be working within a wider business that delivers aggregates, asphalt, cement, and readymix across the region. We're looking for a proactive and people-focused Customer Service Lead to guide a regional team that helps keep customers moving-and critical materials flowing.

At Heidelberg Materials, we don't just supply construction materials-we help build the foundations of the future. As Customer Service Lead, you'll play a key role in keeping operations smooth, customers satisfied, and deliveries on track across a dynamic and fast-moving environment.

What You'll Be Doing

Leading and supporting a regional team responsible for coordinating customer service and delivery activities

Overseeing daily logistics operations: managing incoming orders, monitoring delivery schedules, and ensuring accurate, on-time fulfilment

Handling customer escalations and working closely with transport, commercial, and plant teams to resolve issues quickly

Tracking team performance against logistics KPIs such as delivery time compliance, loads per day, and cost per tonne

Encouraging continuous improvement, promoting digital tools, and streamlining processes to enhance service and efficiency

Supporting recruitment, onboarding, and training for new team members

Embedding a customer-first culture with a focus on proactive communication and issue resolution

About You

You're a strong team leader with experience in logistics, transport, or supply chain, and a track record of delivering excellent service through people. You understand the operational pressures that come with time-sensitive deliveries, and you're confident managing teams, solving problems, and keeping performance on track.

You'll thrive in this role if you enjoy leading from the front, making fast, informed decisions, and bringing structure to a fast-paced environment.

We're looking for someone who:

Has proven experience in a customer service leadership role-ideally in logistics, transport, readymix, cement, or aggregates

Understands how to manage delivery flows and coordinate effectively across teams

Is confident using logistics systems (SAP or similar) and Microsoft Office tools

Uses data and KPIs to drive improvements and support decisions

Communicates clearly, motivates others, and thrives under pressure

Brings strong problem-solving and organisational skills

Why Join Us in Syston?

At Heidelberg Materials in Syston, we're proud to be at the core of the construction industry - quite literally laying the foundations for homes, schools, hospitals, and more. You'll be joining a supportive, close-knit team where your decisions matter and your voice is heard.

Here's what we offer:

A competitive salary and comprehensive benefits
The chance to work in a high-impact, central role
Real career progression in a global company a culture that values teamwork, initiative, and doing the right thing
a fast-paced, dynamic environment where no two days are the same

Ready to take control of the day and make an impact where it counts?

Apply now and become a key player in our success story.

Heidelberg Materials - shaping tomorrow, delivering today.