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: Scheduling Administrator

Location: St Asaph, Denbighshire

Hours: Full time - 37.5hrs per week; varying flexible shift pattern including Saturdays

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

The purpose in the role is to take responsibility of all the admin workload within the scheduling department. You will be involved in all aspects of interactions with our customers, primarily rescheduling treatments throughout the year via email.

This role will also include covering any absence within the department to ensure branches are maintained. This will include keeping up to date with the department KPI’s. To exceed expectations and to deliver high quality, efficient service for both our customers and our lawn operatives.

Main duties

• Engage with customers directly via telephone and e-mail, building rapport and delivering excellent levels of knowledge and customer service.
• Take ownership of customer problems, solving them at first point of contact and escalating when required.
• Provide advice and guidance on all GreenThumb treatments dependent on the time of year and weather conditions, always adhering to the GreenThumb method.
• Work closely with all members of the Scheduling team to ensure customer satisfaction regarding all reschedule requests.
• Aim to recover any customer expressing dissatisfaction using the GreenThumb recovery process.
• Work collaboratively as a team to ensure all KPI’s are met.
• Adhere to all GreenThumb policies and procedures at all times.
• Act as an ambassador for GreenThumb at all times, 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.
• Share best Practice and make suggestions for platform enhancements.
• Action any Tasks or cases assigned to you in a reasonable timeframe.
• Work Collaboratively with a #Oneteam attitude to ensure all regional KPIs are met.
• Act with integrity, championing excellent customer service.
• Carry out any other duties that may be considered relevant to the position within the terms of your contract of employment.

Person Specification (Essential or Desirable)

• Excellent written and verbal skills (E)
• Willingness to advance internally through self-development and training (E)
• Results orientated with a great awareness of team and department goals (E)
• Good written communication skills (E)
• Adept problem-solving skills (E)
• Multitasking (E)
• Competent working towards and developing KPI’s (E)
• A ‘customer first’ attitude and approach to working (E)
• Efficient working with Microsoft Office programmes (E)
• A team player that is confident communicating and collaborating with other departments competently (E)
• Experience working on Salesforce Platform (D)
• Proficient UK geographical knowledge (D)

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.