Back Office Administrator

3 weeks ago


St Asaph, United Kingdom GreenThumb Full time

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**: Back Office Administrator

**Location**: St Asaph, Denbighshire

**Hours**: 37.5 hours

**Salary**: £22,308 per year

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 cashback scheme, including online GP and Physio, counselling and support service, and well-being discounts
- Employee discount scheme (discounts on major retail and leisure brands)
- Free lawn treatments
- Cycle scheme
- Occupational sick pay, maternity pay, paternity pay schemes
- Job-specific training and continuous development opportunities
- Long-service recognition
- Christmas shutdown

About the role

Through these interactions you will help the customer reschedule treatments, advise on account balances, upsell additional products, handle complaints with our customer care action plan and recommend appropriate solutions to achieve a wonderful lawn.

Main duties:

- Taking ownership of the customers journey when contacting GreenThumb
- Identify any instances which could drive further contact, to ensure First Contact Resolution is achieved
- Provide advice and guidance on all GreenThumb treatments dependent on the time of year and weather conditions, promoting the GreenThumb method
- Recommend treatments according to lawn conditions and recognise opportunities to upsell where appropriate
- Set up Direct Debits for customers according to programme type
- Reschedule treatments for customers and ensure all exceptions are passed to Schedulers/Dispatchers within agreed timeframes
- Constructively communicate and provide trend feedback across the departments to ensure a more customer focused approach.
- Ensure all interactions are logged and accurate records are kept and maintained, making clear and concise notes in all required fields.
- Manage and prioritise the daily workload ensuring that all cases are responded to in line with department timescales.
- Work collaboratively as a team to ensure that all team and individual KPI’s are met.
- Handle all customer cases in a professional, prompt, and courteous manner, demonstrating appropriate levels of empathy throughout.
- Highlight trends or emerging issues to Team Leader for review and resolution.
- Comply with GDPR policies and procedures.
- Aim to recover any customer using the GreenThumb recovery process.
- Always adhere to all GreenThumb policies and procedures.
- Always look to learn and develop themselves about GreenThumb products.
- Carry out any other duties that may be considered relevant to the position within the terms of your contract of employment.

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 Administration.
- Working in a target driven environment.
- A ‘customer first’ attitude and approach to working.
- **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, Administrator.



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