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Complaints & Continuous Improvement Lead
Location: National | Division: Tarmac
Were looking for a proactive Complaints & Continuous Improvement Lead to drive service excellence across our Cement, Packed Products, Aggregates and Powders businesses.
In this key role, youll lead continuous improvement initiatives, streamline processes, and manage end-to-end customer complaints to deliver a consistently high-quality customer experience.
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What Youll Do
* Lead complaint investigations, root cause analysis and preventative actions.
* Identify and deliver efficiency improvements across multiple product lines.
* Support automation and customer portal development with the CSM.
* Collaborate with stakeholders to align processes and systems.
* Produce reporting, manage complex spreadsheets and support price increases.
* Meet KPIs, promote the Customer Portal and ensure SLA-aligned service levels.
* Contribute to Health & Safety responsibilities as required.
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What Youll Bring
1. Customer service experience, including complaints handling and continuous improvement.
2. Strong communication, organisation and problem-solving skills.
3. Ability to work independently, prioritise effectively and build strong relationships.
4. Confident use of I...