Job Description

Are you looking for your next opportunity in an expanding business with a nationwide presence?

If the answer is yes, we are a great company, with great people! So why not join us.

Title: Customer Service Advisor

Location: St Asaph, Denbighshire

Hours: Full time - 37.5hrs per week; varying flexible shift pattern including Saturdays * Also open to part time for possible job shares.

Conveniently located on Junction 26 off the A55, 40 minutes from Chester and Wrexham by car or by local public transport links.

GreenThumb Ltd has been making lawns look beautiful, lush green and weed free for over 36 years. From our humble beginnings in North Wales, we have grown to become Europe's largest Lawn Care company, with over 220 branches nationwide.

What we can offer you

• 22 days annual leave (rising to 26 days with service), plus all public/bank holidays
• Well-appointed office environment with free onsite parking
• Medical cash plan
• Employee discount scheme (discounts on major retail and leisure brands)
• Free lawn treatments
• Occupational sick pay, maternity pay, paternity pay schemes
• Job-specific training and continuous development opportunities
• Long-service recognition
• Christmas shutdown

About the role

You will be trained to interact with our nationwide customers, providing advice and guidance on treatments through excellent customer service practices. You will interact with our customers in all aspects, including rescheduling treatments and recommending appropriate solutions to achieve a wonderful lawn. You will also regularly communicate with our network of Lawn Operatives.

Main duties:

• Engage with customers directly via telephone and e-mail, building rapport and delivering excellent levels of knowledge and customer service.
• Provide advice and guidance on all GreenThumb treatments.
• Recommend treatments according to lawn conditions and recognise opportunities to upsell where appropriate.
• Onboard new customers according to process and arrange first treatment within agreed SLA .
• Reschedule treatments for customers.
• Handle all customer contacts in a professional manner, demonstrating appropriate levels of empathy.
• Aim to recover any customer expressing dissatisfaction.
• Ensure accurate records are kept and maintained.
• Work collaboratively as a team to ensure all KPI’s are met.
• Act as an ambassador for GreenThumb always, championing customer service excellence and exceptional behaviours.
• Communicate and liaise effectively with all departments to ensure a customer centric approach.
• Continue to learn about lawncare and GreenThumb’s products and undertake any training that enhances the skills of the role
• Encourage customers to utilise our automated service for card payments and promote payments via online banking to assist with adhering to debt KPIs and minimise manual payment processing.
• Reschedule treatments for customers and ensure all exceptions are passed to Schedulers/Dispatchers within agreed timeframes
• Update Lawn Operatives immediately if customers reschedule or cancel within 24 hours of a pending treatment
• Comply with GDPR policies and procedures

Skills and Experience:

• Superb verbal and written communication skills.
• Ability to work individually and as part of a team.
• A flexible and proactive approach to work.
• Computer literacy including the use of Microsoft Word, Excel, and Outlook (preferred but not mandatory).
• Proven experience in providing high quality Customer Service.
• Handling and resolving customer complaints.
• Customer Retention.
• Working in a target driven environment.
• Contact Centre experience would be an advantage.
• **Must be eligible to work in UK

If you think you fit the criteria and would like to work for a forward-thinking business, why not join us by clicking “apply” below - we want to hear from you!

You may have experience of the following: Contact centre, call centre, customer services, customer experience, sales, call handler, customer assistant.