Customer Query 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 Query Agent

Location: Syston

Hours: Full Time or Part Time (Minimum 20 Hours per Week)

Salary: £27,976 Pro Rota

Deliver Outstanding Customer Service and Make Every Customer Interaction Count

At Heidelberg Materials, we are committed to providing exceptional customer service and creating positive experiences for our customers. We are looking for a proactive, customer-focused Customer Query Agent to join our Customer Service Centre team and play a key role in managing invoice queries and supporting customers throughout their journey.

This is an exciting opportunity for someone who enjoys problem-solving, building relationships, and delivering first-class service in a fast-paced environment.

What You'll Be Doing

As a Customer Query Agent, you will take ownership of customer invoice queries from start to finish, ensuring they are investigated, managed, and resolved efficiently. You will work closely with both internal and external stakeholders while maintaining outstanding customer service standards.

Key responsibilities include

• Managing customer calls and emails, accurately capturing requirements and resolving queries.
• Building strong relationships with customers and colleagues through excellent communication.
• Investigating invoice queries using systems including SAP and other business platforms.
• Raising and progressing invoice queries to ensure timely resolution.
• Performing root cause analysis to help reduce future invoice issues.
• Updating quotations and orders accurately when required.
• Taking ownership of customer accounts and understanding their individual business needs.
• Handling customer concerns and complaints professionally, identifying suitable solutions.
• Escalating complex issues through the appropriate channels when necessary.
• Producing and monitoring query reports to ensure service levels are maintained.
• Raising and managing NCRs where errors are identified.
• Supporting colleagues, sharing best practice, and contributing to team success.
• Working towards quarterly performance and service targets.

What We're Looking For

• Previous experience within a customer service environment.
• Excellent communication and interpersonal skills.
• Passion for delivering a seamless customer experience.
• Strong attention to detail and problem-solving abilities.
• A positive, proactive, and motivated approach.
• Good IT skills, including Microsoft Office.
• Ability to manage workload effectively and work as part of a team.

Desirable

• Knowledge of SAP.
• Understanding of customer accounting processes.
• Knowledge of the construction industry and related products.
• Awareness of local and national geography.

Why Join Heidelberg Materials?

At Heidelberg Materials, our people are at the heart of everything we do. You'll be joining a supportive team environment where collaboration, development, and customer excellence are highly valued.

We offer

• Competitive salary and benefits package.
• Ongoing training and development opportunities.
• A supportive and inclusive working environment.
• Opportunities to broaden your skills across multiple business areas.
• Flexible working options, including part-time opportunities.

Our Commitment to Safety

Safety is our number one priority. We operate with a Zero Harm philosophy and are committed to creating a safe and healthy working environment for all employees, customers, and communities.

Flexible Working Options

We welcome applications from candidates seeking part-time or reduced hours, with a minimum commitment of 20 hours per week. Specific working patterns may be required to support business needs and can be discussed during the recruitment process.

Ready to Join Us?

If you're a customer-focused professional who enjoys resolving queries, delivering excellent service, and making a real difference to the customer experience, we'd love to hear from you. Apply today and become part of Heidelberg Materials.