Customer Service Advisor
2 weeks ago
Customer Service Advisor
About Us
At Westland Horticulture, we are proud to be innovators across the gardening industry. Our wide-ranging portfolio includes composts, plant care, propagation, tools, lawn care, and controls, everything gardeners need to succeed.
About the Role
We are looking for a Customer Service Advisor to join our growing team. You will be the first point of contact for customer queries across phone, email (Freshdesk CRM), and letter. Your role will be to provide professional, helpful, and respectful responses, always maintaining our reputation and offering clear, solution-based guidance.
Key Responsibilities
- Accurately and efficiently resolve customer queries via phone, email, and letter.
- Use Freshdesk CRM to manage tickets and maintain accurate records.
- Provide courteous, professional, and solution-focused responses that protect brand reputation.
- Collaborate with the Technical Team on escalated queries and develop technical product knowledge.
- Identify common customer issues and feed insights back into the business.
- Contribute to a culture of continuous improvement within the customer service function.
The Person
- Previous customer service experience in a fast-paced environment is desirable.
- Minimum of 5 GCSEs A–C (including Maths and English).
- Excellent written and verbal communication skills, with a calm and respectful approach to complaints.
- Organised, accurate, and able to prioritise workload.
- IT literate - confident with Microsoft Office, experience with CRMs such as Freshdesk advantageous.
- Strong problem-solving skills with the ability to work on own initiative.
- Interest in gardening, horticulture, or technical products is desirable but not essential.
What We Offer
- Supportive, collaborative working environment.
- Training on Freshdesk CRM and our product range.
- Opportunities to develop technical expertise by working with the Technical Team.
- Career progression, with the potential to move from customer service into a technical specialism.
Job Types: Full-time, Permanent
Benefits:
- Company pension
- Employee discount
- Free parking
- On-site parking
- Private medical insurance
- Store discount
Work Location: In person
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