Customer Service Advisor

**Post**:

-Customer Service Advisor

**Responsible to**:

- Customer Service Team Leader

**Location**:

St Asaph, Denbighshire, North Wales

**Pay Scale: **
- £19,350

**Hours of w**ork:

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

**About the company**:
GreenThumb Ltd has been making lawns look beautiful, lush green and weed free for over 35 years. From our humble beginnings in North Wales, we’ve grown to become Europe's largest Lawn Care company, with over 220 branches nationwide and over 1 million peoplewho consider themselves to be GreenThumb customers (our community of Lawn Lovers). Our nationwide network of qualified and well equipped Lawn Operatives, ensures we give our customers outstanding service, expert advice and the best experience with our innovativeLawn Care solutions.

Head Office is easily accessible being conveniently located on Junction 26 of the A55, less than 40 minutes from Chester and Wrexham by car. There are also local transport links nearby.

**About the role**

The purpose of the role is to interact with customers to provide technical advice and guidance on treatments to the nationwide network of GreenThumb corporate customers, through excellent customer service practices.You will be involved in all aspects ofinteractions with our customers as well as rescheduling treatments throughout the year and recommending appropriate solutions to achieve a wonderful lawn. You will also have communications with our network of Lawn Operatives in the field.

**Main duties**:

- Provide advice and guidance on all GreenThumb treatments, adhering to the GreenThumb method at all times
- Recommend treatments according to lawn conditions and recognise opportunities to upsell where appropriate
- 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
- Onboard new customers according to process and arrange first treatment within agreed SLAs
- 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
- Update Lawn Operatives immediately if customers reschedule or cancel within 24 hours of a pending treatment
- Handle all customer contacts in a professional, prompt and courteous manner, demonstrating appropriate levels of empathy
- Aim to recover any customer expressing dissatisfaction using the GreenThumb recovery process
- Ensure accurate records are kept and maintained, making clear and concise notes in all required fields
- 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
- 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 or as part of a team
- A flexible and proactive approach to work
- Computer literacy including the use of Microsoft Word, Excel and Outlook
- 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**

**Benefits**:

- Holiday allowance of 22 days plus bank holidays (increasing by each year of service, up to a maximum of 26 days)
- Christmas Shutdown
- Free Lawn Treatments
- Monthly bonus
- Enhanced Paternity & Maternity
- Company Sick pay
- Employee Discounts
- 24 hour EAP
- Mental Health First Aider Service
- Store Discounts

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

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