Customer Excellence Agent

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 vital to our growth and advancement. We aim to promote 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.

Customer Excellence Agent - £30,000 - £35,000k

Are you passionate about delivering outstanding customer service, building strong relationships and making sure every customer receives a seamless experience from order through to invoice?

We’re looking for a Customer Excellence Agent to join our Recycling team. This is a varied role where you’ll take ownership of key customer accounts, proactively manage orders and work closely with our commercial, operational and transport teams to keep everything running smoothly.
You’ll be at the heart of the customer journey, helping us deliver an efficient, professional and responsive service while identifying opportunities to improve the way we work.

What you’ll be doing
As a Customer Excellence Agent, you will:

- Manage customer orders from initial pricing and order placement through to delivery, weighbridge transactions and invoicing.

- Take ownership of key customer accounts, building strong relationships and anticipating customer requirements.

- Proactively manage the order book, ensuring changes, delays and transport issues are communicated effectively.

- Deliver a personal, customer-focused service and ensure queries are resolved accurately and efficiently.

- Work closely with commercial, operational, transport and other internal teams to meet customer requirements.

- Monitor online portals and recycling booking systems, ensuring orders and bookings are kept accurate and up to date.

- Support pricing updates, customer queries, invoice resolution and sales administration.

- Monitor performance using reporting tools and systems, including SAP and Tableau.

- Understand costs, margins, un-invoiced revenue and the impact of cash collection.

- Identify opportunities to improve processes and support compliance reviews.

- Support the business during operational challenges, including plant breakdowns, transport availability, site capacity and inventory issues.

- Promote the use of Heidelberg Materials digital tools and online customer portals.

- Coach and support colleagues with processes, systems and new ways of working.

What we’re looking for
We’re looking for someone who is organised, confident and genuinely motivated by delivering an excellent customer experience.
Ideally, you will have:

- GCSE Maths and English at Grade C/4 or above, or equivalent.

- Strong customer service and communication skills.

- Good analytical and problem-solving abilities.

- The confidence to communicate and build relationships across different teams and levels of the business.

- Excellent organisational skills with the ability to manage multiple priorities and deadlines.

- Experience working with SAP, weighbridge or transport systems, alongside standard Microsoft Office applications.

- Experience working within a large organisation and delivering against targets would be advantageous.

Why this role?
This is more than processing orders. You’ll have the opportunity to take ownership, solve problems and make a real difference to the customer experience .
You’ll work across different areas of our Recycling business, build relationships with key customers and colleagues, and play an important role in ensuring we provide a consistently high-quality service.

If you enjoy working in a fast-paced environment, taking ownership of customer needs and finding solutions when things don’t go to plan, we’d love to hear from you.