Customer Service Supervisor

• Build and maintain a forward view of haulage and production capacity to support the delivery of forecasted volumes
• Act as a point of escalation for queries from internal drivers, external hauliers and owner drivers, helping to maximise performance and efficiency in the delivery of concrete and mortar to customers
• Act as a key point of contact for Operations and Transport in relation to production disruptions, such as plant breakdowns, driver absence or other operational issues
• Ensure that the Customer Service Team proactively manages customer expectations where changes to delivery times or service levels occur
• Liaise with the Transport Manager regarding compliance matters, excessive costs, vehicle issues and fleet requirements
• Analyse declined and cancelled orders to identify opportunities to improve production and delivery capacity
• Work closely with Commercial Teams to share insight on repeat issues, trends and opportunities for improvement
• Support the development of a strong performance culture within the Customer Service Team
• Lead, support and develop Customer Service Agents, ensuring that the team provides an effective, efficient and professional customer interface from order receipt through to despatch

• Experience of process improvement and driving efficiencies, ideally within logistics, distribution, transport or supply chain
• The ability to train, support and inspire team members to adopt a performance-focused and service-centred approach
• Strong interpersonal and negotiation skills
• Sound commercial awareness, including an understanding of costs, budgets and service performance
• The ability to remain calm and professional under pressure, including when dealing with challenging situations
• Strong problem-solving skills, with the ability to identify practical solutions that improve customer service and operational performance
• Excellent attention to detail and a right-first-time approach
• A positive, approachable leadership style and the ability to build strong working relationships across teams
• Customer-focused, proactive, organised and able to help a busy team deliver a high standard of service

Previous experience or knowledge of the construction materials industry

• A tailored, competitive salary
• Company pension scheme
• 25 days holiday per year, plus bank holidays on top
• Life Assurance Scheme
• 1 day per year to volunteer with a charity of your choice (fully paid!) and fund-matching up to £200 for charitable events
• Employee Assistance Programme providing a wide range of health and wellbeing support 24/7
• Enhanced parental leave policy
• Option to participate in our ShareSave scheme
• Access to our employee benefits platform, giving you discounts on a wide variety of high street shops and brands
• Broad learning opportunities, training and career progression pathways