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Customer Service Advisor


08:30-19:00 within varying shift patterns on a rota basis:

08:30 – 16:30
10:00 – 18:00

09:00 – 17:00
11:00 – 19:00

Flexible Part time working will also be considered, which will include working approximately 20 hours a week over 5 days, to include alternate Saturday mornings

There will be a requirement to work Saturday mornings on a rota system


About the company:

GreenThumb Ltd has built a brand that people admire and has been making lawns look beautiful, lush and weed free for over 30 years.  From its humble beginnings in North Wales, it has grown to become Europe's largest lawn care company, with over 220 branches nationwide and a loyal customer base of over 470,000.  The Head Office is easily accessible being conveniently located on Junction 26 of the A55, less than 40 minutes from Chester by car.

About the role:

The purpose of the role is to provide customer service support to the nationwide network of GreenThumb branches; through excellent customer service practice.  The role includes call handling and also a strong element of support to our Lawn Operatives by scheduling and managing treatments.

Main duties:

  • Act as an ambassador for GreenThumb at all times, championing customer service
  • Engage with customers directly via telephone, e-mail and other communication channels
  • Answer all customer queries in accordance to service level agreements
  • Effectively handle all complaints within the GreenThumb processes
  • Provide customer service guidance to the national network of branches
  • Ensure all software is updated with accurate customer information
  • Identify any trends in customer contact and recommend improvements
  • Prepare reports based on call volume, data and content
  • Compile letters, e-mail correspondence and manage general clerical tasks
  • Communicate effectively with all departments to ensure a customer centric approach
  • Support the network to implement the consistent delivery of the Service Level Agreement
  • Manage remote appointments for customers by arranging treatments and advising the customer – including re-arranging where treatments have been cancelled due to unforeseen circumstances
  • Organise and manage the treatment schedules for individual lawn operatives and branches; ensuring the best possible service is provided to the customer
  • Forward plan the schedules and identify potential challenges – considering options for resolution
  • Financial payment reconciliations; Direct Debit and PAYG payments
  • Process payments received from our customers
  • Monitor trends to identify risk and reduce margin for errors
  • Support credit control procedures
  • Resolve financial discrepancies within Customer Service time frames
  • Carry out any other duties that may be considered relevant to the position within the terms of your contract of employment.

CRITERIA

Skills

  • Dealing with people at all levels - Essential
  • Good written and oral skills - Essential
  • Maintain and forge good working relationships with all customers and stakeholders - Desireable
  • Ability to work to deadlines - Desireable
  • Managing own workload and time - Essential
  • Problem solving - Essential
  • MS Office/database skills - Essential
  • Organisational skills - Desireable

Qualifications

  • Eligibility to work in the UK - Essential
  • Maths/English GCSE or equivalent - Essential

Experience

  • Excellent customer service skills - Essential
  • Call handling in a busy working environment - Desireable
  • Drafting correspondence - Essential
  • Producing statistics and reports - Desireable
  • Commercial awareness - Desireable
  • Processing data/figures - Essential
  • Customer complaint handling - Desireable
  • Scheduling appointment diary for remote operatives - Desireable
  • Dealing with financial tasks, for example account reconciliations Direct Debit - Desireable

First Listed 3 weeks ago

Applications closing in one month


  • Salary: £16,000 - £17,550
  • Hours: 37.5hrs
  • Locations: St Asaph, Denbighshire, North Wales
  • Type: Permanent, Full Time

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