Customer Service Manager

Heidelberg Materials UK (formerly Hanson UK) is one of the UK’s largest suppliers of construction materials, employing over 3,500 people and operating around 280 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.

As the Customer Service Manager – Logistics, you will be responsible for leading and managing the customer service team to ensure that all customer inquiries, concerns, and orders are handled efficiently and effectively. You will play a critical role in ensuring customer satisfaction, developing strong relationships with clients, and coordinating with other departments to ensure the seamless delivery of our logistics services. Critically you with drive Logistics improvements within the function.

Responsibilities

• Leadership & Team Management: Lead, mentor, and develop a team of customer service representatives to deliver outstanding service.
• Cross-Functional Collaboration: Coordinate with other departments, including sales, operations, and logistics, to ensure alignment and customer satisfaction.
• Customer Relations: Build and maintain strong relationships with key clients, understanding their needs and ensuring their satisfaction.
• Training & Development: Develop and deliver training programs to ensure the team is equipped with the necessary skills and knowledge.
• Process Improvement: Identify and implement improvements to customer service & logistics processes to enhance efficiency and effectiveness.
• Issue Resolution: Address and resolve escalated customer issues, working closely with operations and logistics teams to ensure timely solutions.
• Performance Monitoring: Track and report on key customer service metrics, using data to drive continuous improvement.

What’s on Offer:

Salary Competitive Salary

Location Syston

Hours 40

• 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