Purpose of the Role

To meet all customer and business requirements in the most cost effective, professional and timely manner, whilst achieving a high level of customer service. To provide customers with a quality service for all cash sale enquires, quotations, orders, payments, deliveries and associated administration in the most cost-effective way for Hanson Quarry Products. To secure work, follow up on sales leads and pro-actively seek new cash sale customers.

Key Accountabilities

Customer Experience

• Answer incoming calls professionally and courteously.
• Manage all cash sales inquiries via phone and email, understanding customer needs and processing their requests accurately and efficiently.
• Build strong relationships with internal and external customers, offering a personalised and attentive service.
• Provide timely and transparent updates to customers, ensuring seamless navigation of systems.

Order Management

• Raise contracts and process customer orders accurately, including creating, amending, and confirming details such as billing and delivery addresses, contact information, order specifics, and delivery times.
• Process card payments for raised orders, reconcile transactions, and ensure accurate capture of all payments to drive revenue growth.

Issue Resolution

• Address and resolve customer complaints by actively listening and offering suitable solutions that align with company policies.
• Investigation and resolution of cash sale queries including route cause analysis
• Escalate complex issues using the proper escalation process.

Sales and Prospecting

• Proactively prospect new leads and maintain regular communication with target markets and existing customers to ensure sustained business growth.
• Utilize tools like Barbour ABI, Google, and social media for lead generation.
• Collaborate with the commercial team to understand customer needs, negotiate effectively, and close sales while delivering value-added solutions.

Collaboration and Stakeholder Engagement

• Work closely with internal teams, including Material and Transport Planners, Commercial, Technical and Accounts teams.
• Foster strong internal and external relationships to ensure high levels of customer satisfaction.

Operational Excellence

• Ensure accurate reconciliation of payments with accounts.
• Understand production and logistics capabilities to negotiate realistic delivery times while balancing operational constraints.
• Maintain compliance with company policies, procedures, and business
• strategies.

Team Contribution

• Support colleagues to maintain a positive team ethos, morale, and shared achievement of business objectives.
• Develop cross-functional knowledge to provide flexible support across roles when needed.

Continuous Improvement

• Actively identify opportunities to improve processes, enhance service levels, and increase customer retention.
• Stay informed about market trends, products, and customer needs to inform strategies and decision-making.

Key Outcomes

• Exceptional customer satisfaction through a seamless and personalized service experience.
• Increased sales and profitability through effective prospecting, negotiation, and customer retention strategies.
• Strong collaboration with internal teams to optimize efficiency and operational performance.
• Consistent delivery of the QUOTIFIC promise: Quoted on time, Delivered in full and on time, Invoiced correctly, ensuring quality, timeliness, and accuracy in every customer interaction.

This role requires a proactive, customer-focused approach, coupled with strong communication, problem-solving, and organizational skills to contribute to the success of the Customer Service Centre and overall business objectives.

Education/Qualification

• Good level of English & Math's.

• Good communication and cognitive skills with the ability to negotiate at all levels.

What's on Offer:

Salary: £27,000

Location: Syston

Working Hours: 40pw

Contract: Permanent

Employer of choice: Armed Forces Covenant (Silver) / Disability Confident Committed / 5% Club (Gold) / Mates in Mind / Clear Assured (Foundation) / MPQC / Youth Employment / CTP / School & University Outreach / Gradcracker / Wellbeing for Life
Compensation Package: Bonus incentives / Generous Pension Schemes up to 15% / 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
Social Values: 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 cover