• Lead, motivate and develop a team of Customer Service Advisors, creating a high-performing and customer-focused culture.
• Manage day-to-day team workloads, priorities and resource planning to ensure excellent service delivery.
• Coach and support colleagues through regular 1:1s, performance reviews and development activities.
• Act as an escalation point for customer enquiries and complaints, driving effective resolutions.
• Work closely with Logistics, Commercial and Production teams to deliver a seamless customer experience.
• Monitor team performance, customer feedback and service KPIs, identifying opportunities for improvement.
• Support recruitment, onboarding and training to build team capability and resilience.
• Drive continuous improvement initiatives and support changes to systems, processes and ways of working.

Skills, Knowledge & Expertise

• Experience leading or supervising a customer service, internal sales or similar operational team. 
• A passion for coaching and developing people, helping individuals and teams achieve their potential. 
• Strong organisational skills with the ability to manage competing priorities in a fast-paced environment. 
• Excellent communication and relationship-building skills, with the confidence to influence and collaborate across teams. 
• A proactive approach to problem solving, continuous improvement and customer satisfaction. 
• Good commercial awareness and attention to detail, with experience using Microsoft Office and customer or order management systems.
• GCSE Maths and English, or equivalent qualifications or relevant experience.

The right approach and attitude matter most to us. We are looking for someone who takes ownership, follows things through and enjoys helping others develop. Previous cement or construction industry experience is not required - we will provide product and system training. 

The role is office based at Hope Works, working 37 hours per week, Monday to Friday. Your shift pattern will be agreed within our Customer Service opening hours of 7am–5pm Monday to Thursday and 7am–4.30pm Friday. Occasional contact outside your normal working hours may be required to support urgent team or operational matters.

Job Benefits

• Contributory Company Pension Scheme
• 25 days annual leave, plus bank holidays 
• Holiday Purchase Scheme, up to 5 days per holiday year
• Volunteer Scheme
• Share Saver Scheme
• Company Life Assurance Scheme
• Enhanced Maternity, Adoption & Paternity Scheme
• Digital GP
• Access to our Employee Assistance Programme for health and wellbeing support 
• Discounts on a wide range of products through our employee benefits platform
• Bonus scheme
• Free on-site Parking
• Gym Access
• Subsidised canteen
• Broad learning opportunities and career progression pathways.
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