Customer Service Lead

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 key to our growth and development. We aim to foster 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.

Purpose of the role

As a Customer Service Team Leader in our logistics department, you will play a crucial role in ensuring customer satisfaction by leading and supporting a team of customer service representatives. You will be responsible for overseeing the daily operations of the team, handling escalations, and ensuring that all service level agreements (SLAs) are met.

Key Responsibilities

• Lead, coach, and mentor a team of customer service representatives to ensure high performance and professional development.
• Monitor and manage the day-to-day operations of the customer service team, ensuring timely and accurate responses to customer inquiries.
• Handle customer escalations and provide effective solutions to resolve issues promptly.
• Collaborate with other departments, including operations and sales, to ensure seamless communication and service delivery.
• Track and report on team performance metrics, providing insights and recommendations for improvement.
• Develop and implement customer service policies, procedures, and best practices.
• Ensure that all team members are trained and up-to-date on company policies, systems, and logistics processes.
• Drive a customer-centric culture within the team, ensuring that every interaction enhances customer satisfaction.
• Participate in recruitment, onboarding, and training of new team members.
  
  
  

Experience

• Proven experience in a customer service leadership role, preferably within the logistics or supply chain industry.
• Strong understanding of logistics processes
• Excellent communication and interpersonal skills, with the ability to lead and motivate a team.
• Problem-solving skills with a customer-first mindset.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Proficiency in Logistics systems and Microsoft Office
  
  
  

Management/ Leadership Skills

• Strong supervisory skills.
• Excellent communication and interpersonal abilities.
• Problem-solving and conflict resolution skills.
• Ability to work in a fast-paced, dynamic environment.
  
  
  

Additional Requirements:

• Familiarity with logistics and supply chain processes.
• Customer-focused with a commitment to delivering high-quality service.
• Strong organizational and multitasking skills.
  
  
  

What’s On Offer

• Employer of choice: Armed Forces Covenant (Silver) / Disability Confident Committed / 5% Club (Platinum) / Mates in Mind / Clear Assured (Foundation) / The Mineral Products and Qualification Council (MPQC) / STEM Ambassador
• Compensation Package: Bonus incentives / Generous Pension Schemes / Life Assurance
• Work Life Balance: 27 days holiday (excluding bank holidays) / Agile working / Flexible working / Holiday purchase / Sabbatical
• Family Friendly: Enhanced policies such as Maternity / Paternity / Parental Leave / Neonatal / Adoption/IVF/Menopause
• Social Value: paid Volunteering Day every year / Communities (LGBTQ+, Network of Woman, Woman in Science and Engineering (STEM), Armed Forces)
• Wellbeing: Employee Assistance Programme (EAP) / Mental Health First Aiders / Cycle to Work / Employee Benefits portal including Gym discount / Free eye tests / Discounted Private Medical cover