Job Introduction

Complaints & Continuous Improvement Lead

Location: National | Division: Tarmac

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.

What You’ll 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.

What You’ll Bring

• 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.

Why Tarmac

We don't just offer a job, we offer a career.

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

Tarmac is committed to being a Forces‑friendly employer. If you’re coming from a military background, we’ll support your transition and help you build a successful career with us.

We’re proud to be part of CRH, and even prouder to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for everyone. If you need any reasonable adjustments during the recruitment process, just let us know, we’re here to support you.

Ready to build your future?

Click ‘Apply’ to get started. Please note: we sometimes close roles early due to high interest, so don’t wait too long!

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Tarmac Trading Limited