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Customer Service Supervisor

United Kingdom, Wrexham Employment contract · Job Posted June 15, 2026
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Job Responsibility

  • 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

Requirements

  • 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

Nice to have

Previous experience or knowledge of the construction materials industry

What we offer

  • 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

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