Concrete Dispatch Coordinator

Heidelberg Materials UK (formerly Hanson UK) is one of the UKs largest suppliers of construction materials employing over 4000 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 key to our growth and development. We aim to foster 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.

Purpose of the role

To work closely with other colleagues whilst remotely operating a network of concrete batching plants and providing our customer base with quality concrete and high levels of customer service. The role is responsible for remotely producing concrete of the highest quality whilst providing an unrivalled service to our customers. The role will be based in our central office in Cardiff.

Key accountabilities

• Remote batching is a new concept which utilises the latest technology within our business and industry. The remote batcher will use the latest technology though Robotix CCTV and IT Infrastructure to produce and load concrete from multiple concrete plants from one central location

• To effectively oversee the batching procedure remotely from our central office. To accurately remote batch concrete in accordance with our Procedures Manual Working instructions and Technical Instructions

• Working closely with Plant Supervisors at the concrete plants to support the production of concrete and management of the sites and ensure sufficient materials are available to meet the demands of production

• To liaise with the team and customers and ensure that the production of concrete meets the customers requirements. To give optimum output quality and standards

• Effectively manage all calls and emails taking ownership and understanding the customer requirements in order to capture the relevant information to process the customer journey accurately and efficiently

• Answer incoming calls in a professional manner supporting the delivery of our materials to customers site

• Understand production and truck capabilities and negotiate realistic delivery times with customers. Offering the best solution ensuring customer satisfaction

• Create amend and confirm new customer orders whether on account or as a cash sale completing all necessary customer order details

• Build relationships and acknowledge internal and external customers individually providing a personal service

• Navigate systems efficiently and accurately keeping the customer always informed

• Offer a positive enthusiastic approach to team ethos supporting colleagues where required

• Where necessary escalate customer requests or issues using the escalation process when the situation is outside the control capabilities or authority of the individual

• Being multiskilled and developing knowledge of all roles within the team and across business lines / areas to provide cover when requested by management

• Professionally liaising with internal and external colleagues where relevant to ensure a high level of customer service is maintained

• Understand the forward order book forecasted sales volumes and operational capacities to assist fulfilling plan / budget

• To perform any other relevant duties as requested by Management

• To ensure that the business/operations are performed in accordance with Group and Regional Administrative instructions and procedures and in such a way to prevent any fraudulent activities taking place

• To report any defect action or occurrence which may jeopardise the operation in any respect of health & safety the environment product quality and service

• To be familiar with and ensure full compliance with the policies issued on health & safety the environment quality control and fraud prevention

Education/Qualification

• GCSE grade 4 Equivalent to a C in Maths and English

Whats on Offer

Employer of choice: Armed Forces Covenant (Silver) / Disability Confident Committed / 5 Club (Platinum) / Mates in Mind / Clear Assured (Foundation) / The Mineral Products and Qualification Council (MPQC) / STEM Ambassador
Compensation Package: Bonus incentives / Generous Pension Schemes / 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/IVF/Menopause
Social Value: 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