Purpose of the role
You will be responsible for interviewing customers, understanding and collating their thoughts and opinions so Heidelberg Materials can develop the "Best customer experience in the industry". You will perform phone research, conducting surveys and feeding the key themes back to the Customer Insight team.
* Conduct research, primarily via telephone interview, to determine customer opinions on products and services.
* Perform both social and market research to evaluate consumer buying behaviours.
* Accurately record information through negotiation process.
* Collate and from time to time present data in a clear, concise manner.
* Make recommendations to the Insight team based on the themes raised in interviews
* Collect information from various locations on the Internet such as forums and review websites
Job Requirements
Essential:
* Excellent level of commitment to provide a seamless, first class research customer experience
* Excellent communication skills
* Highly proactive and motivated approach to work
* IT Literate including Microsoft Office Suite
Desirable:
* Knowledge of construction industry and products
* Knowledge of SAP system
* Knowledge of local and national geography.
Experience
* Experience - 1 year within a customer service role
Team Work
* Proven capability to build effective working relationships with customers and colleagues
* Demonstrated ability to use own initiative to improve performance and service.
Education & Qualifications
* Minimum of a Grade C at GCSE in Maths and English
* Good communication skills with the ability to negotiate at all levels
* Working understanding of standard Microsoft software packages
* Will also ideally have experience of working within a large company environment and achieving targets
Internal and external customer and market management
* Foresee and act to meet customer needs
* Drive customer/supplier relations
* Demonstrate service orientation
Performance and result management
* Increase efficiency and quality 'Right First Time'
* Demonstrate cost discipline
* Optimise allocation of resources
* Execute tasks and focus on fast implementation
Decisiveness and adaptability
* Be straight forward and goal orientated
* Demonstrate drive and initiative
* Demonstrate openness to change, flexibility and adaptability
* Learn and develop continuously
Communication and cooperation
* Provide information and ensure open communication
* Demonstrate and apply persuasion and negotiation skills
* Establish trust and relationships
* Promote cooperation and partnership
What's on Offer
Salary: £26,208 pa
Location: Syston
* 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