Customer Experience Advisor

Planteria Group; United Kingdom; Hybrid; GBP 20,000 - 25,000; Full time

Job summary

A leading interior landscaping company in Henham seeks a Customer Experience Advisor as the first point of contact for all customer-related inquiries. This permanent role emphasizes excellent customer service and communication skills, with responsibilities ranging from managing service enquiries to leading the Net Promoter Score process. The position offers a competitive salary, quarterly bonuses, and onsite lunches, along with a supportive work environment.

Benefits

Competitive salary

Quarterly company bonus

BUPA Cash plan

Pension

25 days holiday

Lunch onsite

Parking

Personal development

Qualifications

• Excellent customer service skills are essential.
• Minimum of one year experience in customer service is required.
• Experience with CRM systems is desirable.

Responsibilities

• Manage service enquiries and ensure a seamless customer experience.
• Accurately assess customer queries and route them appropriately.
• Take ownership of customer concerns and provide timely communication.
• Handle customer complaints with empathy and professionalism.
• Ensure accurate customer data entry into Business Central.
• Lead the NPS process and drive continuous improvement.

Skills

Customer service skills

Communication skills

Organisational skills

MS Outlook

Adaptability

Customer relation management

Job description

Base pay range

Who we are: Founded in 1977, Planteria has evolved from a small startup into the UK largest interior landscaping company it is today, with an impressive annual turnover of £20 million. With a focus on strategic partnerships, continuous innovation and client satisfaction, the company has accelerated its growth in the past 3 years and achieved a 33% year-on-year growth over this period, and now employs over 180 staff. Today, as well as providing stunning planting solutions, we also run a premium corporate floristry service and create impressive project work, from roof gardens to living walls. Sustainability, biodiversity, and related green issues are complex interconnected subjects. Everything we do and how we live impacts the planet, our health, and our wellbeing. It\'s very clear that we need to make better choices and decisions to improve our situation in all these areas. Does this resonate with you?

The opportunity: We are seeking to recruit an additional Customer Experience Advisor who is the first port of call for all customer related contact. They provide support for the installation, field service and floristry teams.

Location & Hours: The role is permanent and based out of our beautiful HQ in Henham (CM22 6AA), enjoying a rural location, where lunch is provided onsite daily and ample parking. Working hours are 40 hours per week and we offer agile working whereby you can work 1 day from home.

Key Deliverables

• Manage Service Enquiries: Respond to and resolve service-related enquiries, including installation, field service, and floristry requests, ensuring a seamless customer experience across all channels (calls, emails, etc)
• Customer Query Triage and Resolution: Accurately assess customer queries and proactively route them to the appropriate department or individual, facilitating swift resolutions and maintaining high customer satisfaction
• Coordinate Effective Customer Communication: Take ownership of customer concerns and ensure clear, timely, and proactive communication with clients regarding their enquiries, providing regular updates until the issue is resolved
• Resolve Customer Complaints: Handle customer complaints with empathy, professionalism, and a solutions-focused approach. Effectively de-escalate difficult situations and work collaboratively with internal teams to resolve issues promptly, ensuring the customer feels valued and heard
• Maintain Customer Information: Ensure accurate and up-to-date customer data is entered into Business Central, maintaining a high level of customer detail and engagement for future interactions
• NPS Management & Feedback Loop: Lead and manage the Net Promoter Score (NPS) process to capture customer sentiment. Analyse feedback, share insights with relevant teams, and drive continuous improvement initiatives that enhance customer satisfaction and meet company goals
• Collaborate to Drive Service Excellence: Partner closely with the Service team to support ad-hoc projects and assist in the execution of tasks aimed at delivering exceptional customer experiences
• Team Collaboration & Contribution: Actively participate in team meetings, sharing customer insights, suggesting process improvements, and collaborating on innovative ideas that enhance service delivery

Requirements

What you will need to know: We welcome applications from applicants with experience in Customer service, Customer experience, Customer advisors, Administrative support, Planners

• Excellent customer service skills
• Excellent communication skills particularly on the phone
• Excellent organisational skills
• Excellent use of MS Outlook
• Adaptable and responsive
• Experience of customer service (minimum one year experience required)
• Experience of taking and dealing with phone calls and emails from customers
• Experience of CRM systems (desirable but not essential)
• Experience of NPS (desirable but not essential)
• Respond to customer queries within 10 minutes

Humble & Confident, Positive & Energetic, One TEAM, Relentless to Improve, Create WOW

If you want to be part of a flourishing business and enjoy being part of an agile, collaborative team then we want to hear from you!

Job role is based at our Head office in Henham so successful applicant will need their own transport.

Benefits

• Competitive salary
• Quarterly company bonus and annual performance related bonus
• BUPA Cash plan
• Pension
• 25 days holiday - opportunity to buy and sell up to 2 days
• Lunch onsite
• Parking
• Personal development

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Customer Service
• Industries IT Services and IT Consulting

Referrals increase your chances of interviewing at Planteria Group by 2x

Get notified about new Customer Advisor jobs in Henham, England, United Kingdom.

Romford, England, United Kingdom 1 day ago

Harlow, England, United Kingdom 2 weeks ago

Enfield, England, United Kingdom 1 day ago

Hatfield, England, United Kingdom 1 week ago

Chelmsford, England, United Kingdom 1 day ago

Chelmsford, England, United Kingdom 2 months ago

Bishop\'s Stortford, England, United Kingdom 4 days ago

Chelmsford, England, United Kingdom 1 day ago

Bar Hill, England, United Kingdom 3 weeks ago

Hertford Heath, England, United Kingdom 2 weeks ago

Hatfield, England, United Kingdom 3 weeks ago

Royston, England, United Kingdom 1 week ago

Haverhill, England, United Kingdom 1 day ago

Loughton, England, United Kingdom 2 weeks ago

Senior Customer Advisor (South Outer M25)

Cambridge, England, United Kingdom 3 weeks ago

Cambridge, England, United Kingdom 1 week ago

Customer Service Advisor Fixed Term Contract

Chelmsford, England, United Kingdom 4 days ago

Cambridge, England, United Kingdom 3 days ago

Croydon, England, United Kingdom 1 week ago

Billericay, England, United Kingdom 2 days ago

Romford, England, United Kingdom 1 month ago

Cambridge, England, United Kingdom 1 month ago

Essex, England, United Kingdom 2 weeks ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.