Customer Service Agent

policyCustomer Service Agent page is loaded Customer Service Agentlocations: Whitwicktime type: Full timeposted on: Posted Yesterdaytime left to apply: End Date: May 8, 2026 (18 days left to apply)job requisition id: JRMQP is one of the UK's leading suppliers of aggregate and asphalt to the building, construction and rail industries.We provide a comprehensive range of products to comply with current British Standards and Highway Agency Specifications. Our CPC Accredited (9001 Quality Management System /14001 Environmental Management system) quarrying and asphalt operations are centrally located in the Midlands and service customers across the UK by road and rail. We have a committed, enthusiastic and well trained workforce who are focussed on giving the customers what they want when we promise it. Customer Service Agent Deliver an Outstanding QUOTIFIC Experience Customer Service Agent who thrives in a fast paced environment and takes pride in getting it right first time.This is a key role at the heart of our Customer Service Centre (CSC), where you'll ensure customers are quoted on time, delivered in full and on time, and invoiced correctly - every time. Purpose of the Role To provide customers with a professional, personal, and dedicated service , ensuring a true QUOTIFIC experience . You'll proactively manage customer requirements from first contact through to delivery and invoicing, balancing customer satisfaction with business efficiency. What You'll Be Doing Deliver the QUOTIFIC customer experience: Quoted on time, Delivered in full & on time, Invoiced correctly Answer incoming calls and emails professionally, taking full ownership of customer enquiries Accurately capture customer requirements to ensure a smooth and efficient customer journey Build strong relationships with internal and external customers, offering a personalised service Create, amend, and confirm customer orders (account and cash sales) Process quotes, orders, invoices, queries, service charges, and sundry invoices accurately Maintain account ownership, understanding each customer's business and processes Navigate multiple systems efficiently while keeping customers informed at all times Investigate and resolve customer issues and complaints, following company procedures Escalate complex issues appropriately when outside your authority or control Understand production and transport capabilities to negotiate realistic delivery times Support colleagues by sharing knowledge, best practice, and workload Contribute to sales reporting, administration, and general housekeeping tasks Actively reduce un invoiced items and queries through investigation and root cause analysis Develop multi skilled capability across the team to provide cover when required What We're Looking For Qualifications Minimum GCSE Grade 4 (or above) in Maths and English Skills & Experience Excellent communication skills with the ability to negotiate at all levels Strong customer focus with a proactive, solution driven mindset Confidence using standard Microsoft Office applications Ability to manage multiple priorities in a fast paced environment Experience working in a large organisation and working towards targets (desirable) A positive team player who supports team morale and shared goals A role where customer service really matters Supportive team environment with opportunities to learn and develop Exposure to a complex, operational business with clear processes A chance to make a genuine impact on customer satisfaction and business performance 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 coverAt 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.At Heidelberg Materials UK (previously known as Hanson UK), we understand that a diverse workforce is key to our growth and development, and we aim to foster a culture that values openness, transparency, and individual achievement.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.If you're interested in joining our team, we encourage you to apply, even if your experience or skill set doesn't perfectly align with the job description. Creating a candidate home page is optional, when asked, but you can use this to quickly see the progress of your application(s).You may still be the right fit for this or other roles within our company.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 (free step by step tutorial ). Please contact 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.