As part of its commitment to deliver a first-class customer experience and enhance the value of its service offering, Ibstock Concrete has launched a brand new Customer Service Centre of Excellence.
Based at the company’s Anstone site in South Yorkshire, the new Customer Service Centre of Excellence will support Ibstock Concrete’s market leading Forticrete, Supreme and Anderton brands, ensuring its merchant, housebuilding and infrastructure customers receive the highest standards in service, care and support.
Tim Wright, Managing Director, Concrete Products at Ibstock Concrete, said: “The launch of our new Customer Service Centre of Excellence is an integral part of our wider strategy to be more customer-centric, drive value throughout the supply chain and demonstrate the breadth of our extensive product and service offering.
“By bringing together the customer service functions of our Forticrete, Supreme and Anderton brands, we have developed a strong course of action to review our existing processes and procedures, which in turn will allow us to proactively implement a more effective and efficient service offering that ultimately will make us an easier company to do business with.”
Ibstock Concrete’s customer services team is being headed up by Neil Cosgrove (pictured), who brings over 15 years of senior leadership experience to the role, leading a number of customer service transformation projects for high profile retail and distribution brands.
“Neil’s appointment as Director of Customer Services is a brand-new role that we’ve created within Ibstock Concrete, and with his support, our aim is to take our service offering to the next level,” continued Tim. “I’d like to welcome him to the team and wish him every success in his role.”
With a 40-strong team and aspirations to grow this even further in 2021, Neil is responsible for the successful integration and management of the company’s service offering, working alongside the recently appointed Chris Piper (Sales Director for Housing) and Gavin Hoe (Sales Director for Merchants).
Neil said: “The launch of the Customer Service Centre of Excellence represents an exciting step forward for Ibstock Concrete. The business is passionate about delivering service excellence, with every decision focused on supporting our customers to the best of our ability and giving them a first-class experience.
“Our key ethos is ensuring that every action we take, both internally and externally, is as efficient and effective as possible. Through the launch of our new dedicated Customer Service Centre of Excellence we hope to see real results in the form of the added value we’re able to offer to every single customer in the near future.’’