We're 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, you'll lead continuous improvement initiatives, streamline processes, and manage end-to-end customer complaints to deliver a consistently high-quality customer experience.,

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.

Customer service experience, including complaints handling and continuous improvement.
Strong communication, organisation and problem-solving skills.
Ability to work independently, prioritise effectively and build strong relationships.
Confident use of IT systems and data/Excel skills.

Alongside this role, you'll have access to industry-leading rewards, development opportunities, and a culture that puts people first, including:
Bonus scheme
Enhanced holiday entitlement
Contributory pension scheme
Access to the Tarmac Reward website with discounts on retailers, holidays, etc.
Access to our Employee Assistance helpline for free and confidential advice
Access to join our Employee Communities (employee networks) we currently have nine communities inc. (REACH) Religious, Ethnic, Cultural Heritage, LGBTQ+, Parents & carers, Ability, Wellbeing, Female voice and menopause
Training and development opportunities

21 Call / Contact Centres jobs in Smethwick, Sandwell