Customer Service Supervisor

Breedon Group; East Midlands; On-site; GBP 30,000 - 38,000; Full time

Benefits offered by this job

Contributory pension scheme

25 days annual leave

Holiday Purchase Scheme

Volunteer Scheme

Life Assurance Scheme

Enhanced Maternity/Adoption/Paternity

Digital GP

Employee Assistance Programme

Discounts on benefits platform

Bonus scheme

Free on-site Parking

Gym Access

Canteen subsidies

Job summary

Breedon Group is seeking a Customer Service Supervisor based at Hope Works, Derbyshire, to lead our Customer Service Advisors within the Customer Service and Distribution department. The role reports to the Internal Sales & Customer Service Manager and focuses on delivering excellent service from initial enquiry through to delivery and aftercare.

You will manage day-to-day team performance, coach and develop staff, handle escalations, and collaborate with Logistics, Commercial and Production

Qualifications

• Experience leading or supervising a customer service or similar operational team.
• Proven coaching and development skills for individuals and teams.
• Strong organisational abilities to manage competing priorities in a busy environment.
• Excellent communication and relationship-building skills across teams.
• Proactive approach to problem solving, continuous improvement and customer satisfaction.
• Good commercial awareness and attention to detail with experience using MS Office and order management systems.

Responsibilities

• Lead, motivate and develop a team of Customer Service Advisors to deliver high-quality service.
• Manage day-to-day workloads, priorities and resource planning for excellent service delivery.
• Coach through regular 1:1s, performance reviews and development activities.
• Act as escalation point for enquiries and complaints and drive resolutions.
• Collaborate with Logistics, Commercial and Production teams for a seamless customer experience.
• Monitor KPIs and feedback; identify opportunities for improvement.
• Support recruitment, onboarding and training to build team capability.
• Drive continuous improvement initiatives and changes to systems and processes.

Skills

People leadership

Coaching

Organisational skills

Communication

Problem solving

Attention to detail

Microsoft Office

Customer/order management systems

Education

GCSE Maths & English

Tools

Microsoft Excel

CRM / OMS systems

Job description

Customer Service Supervisor

Application Deadline: 6 November 2026

Department: Customer Service and Distribution

Employment Type: Permanent - Full Time

Location: Hope Cement Works, Derbyshire

Description

About Breedon Group: Breedon Group plc is a leading vertically integrated construction materials group in Great Britain, Ireland, and the USA. We're dedicated to providing high-quality materials and services for the construction industry, with a commitment to safety, sustainability, and innovation. Joining Breedon means becoming part of a team that values excellence and is committed to making a positive impact.

We are looking for a proactive and people-focused Customer Service Supervisor based at our Hope Works office, Derbyshire. Reporting to the Internal Sales & Customer Service Manager, you will lead our Customer Service team, ensuring an excellent experience for bulk and packed cement customers from initial enquiry through to delivery and aftercare.

As Customer Service Supervisor, you will be responsible for the day-to-day performance, development and wellbeing of the team, ensuring work is delivered efficiently, accurately and to a high standard. You'll be a visible and supportive leader, setting clear expectations, developing capability and fostering a culture of accountability and continuous improvement.

You will develop advisors to take ownership of their work, providing customer support when required while maintaining time for your supervisory responsibilities.

Key Responsibilities

• Lead, motivate and develop a team of Customer Service Advisors, creating a high-performing and customer-focused culture.
• Manage day-to-day team workloads, priorities and resource planning to ensure excellent service delivery.
• Coach and support colleagues through regular 1:1s, performance reviews and development activities.
• Act as an escalation point for customer enquiries and complaints, driving effective resolutions.
• Work closely with Logistics, Commercial and Production teams to deliver a seamless customer experience.
• Monitor team performance, customer feedback and service KPIs, identifying opportunities for improvement.
• Support recruitment, onboarding and training to build team capability and resilience.
• Drive continuous improvement initiatives and support changes to systems, processes and ways of working.

Skills, Knowledge & Expertise

• Experience leading or supervising a customer service, internal sales or similar operational team.
• A passion for coaching and developing people, helping individuals and teams achieve their potential.
• Strong organisational skills with the ability to manage competing priorities in a fast-paced environment.
• Excellent communication and relationship-building skills, with the confidence to influence and collaborate across teams.
• A proactive approach to problem solving, continuous improvement and customer satisfaction.
• Good commercial awareness and attention to detail, with experience using Microsoft Office and customer or order management systems.
• GCSE Maths and English, or equivalent qualifications or relevant experience.

The right approach and attitude matter most to us. We are looking for someone who takes ownership, follows things through and enjoys helping others develop. Previous cement or construction industry experience is not required - we will provide product and system training.

The role is office based at Hope Works, working 37 hours per week, Monday to Friday. Your shift pattern will be agreed within our Customer Service opening hours of 7am–5pm Monday to Thursday and 7am–4.30pm Friday. Occasional contact outside your normal working hours may be required to support urgent team or operational matters.

Job Benefits

• Contributory Company Pension Scheme
• 25 days annual leave, plus bank holidays
• Holiday Purchase Scheme, up to 5 days per holiday year
• Volunteer Scheme
• Share Saver Scheme
• Company Life Assurance Scheme
• Enhanced Maternity, Adoption & Paternity Scheme
• Digital GP
• Access to our Employee Assistance Programme for health and wellbeing support
• Discounts on a wide range of products through our employee benefits platform
• Bonus scheme
• Free on-site Parking
• Gym Access
• Subsidised canteen
• Broad learning opportunities and career progression pathways.

Diversity Statement: At Breedon Group, we are committed to fostering an inclusive workplace where diversity is valued. We believe in equality of opportunity for all and encourage applications from a diverse range of candidates.

Join Us: If you're looking for a role that challenges you, offers progression, and contributes to building better futures, we'd love to hear from you. This position is an opportunity to grow your career within a supportive and dynamic environment at Breedon Group.