Customer Experience Advisor

Planteria Group

  • Henham, Essex
  • £27,500-28,252 per year
  • Permanent
  • Full-time
  • 30 days ago
  • Apply easily
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 staffToday, as well as providing stunning planting solutions, we also run a premium and create impressive project work, from roof gardens toSustainability, biodiversity, and related green issues are complex interconnected subjects. . 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
RequirementsWhat 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

Planteria Group