About us: At Hozelock, we’ve been helping people nurture their gardens for generations. From innovative watering solutions to trusted gardening tools, our products are designed to make growing easier, more enjoyable, and more sustainable. But behind every great product is a great team. We’re a company that values curiosity, craftsmanship and collaboration, where ideas are encouraged, expertise is shared, and people are empowered to make a real impact. If you’re passionate about quality, innovation and being part of a business with a proud heritage and an exciting future, Hozelock could be the place for you. Job Purpose: Front-line representatives of the company, expected to be knowledgeable about the products and services the company offers. The primary responsibility of the Customer Service Advisor is to answer customer queries and resolve customer issues in an efficient and timely manner. This may include providing information about products and services, taking orders, processing payments, addressing complaints, and troubleshooting technical issues. Customer Service Advisor must be able to effectively listen to customer concerns and provide accurate information. Must be able to think on their feet, as they often have to handle difficult situations and explain complex topics. In addition to answering queries, Customer Service Advisor may also be responsible for providing feedback to the company about customer satisfaction. They may also be responsible for handling customer complaints and resolving disputes. This is a full time, temporary role starting as soon as possible until approx. July 2026, with a possibility of extension. Duties & Responsibilities: Providing outstanding service to customers through all of your interactions. Communicating with customers accurately and efficiently via telephone, email, post and social media. Dealing with all customers in a professional, prompt and courteous manner, portraying a positive first impression of the Service Department. Respond to all customer queries and complaints using the organisations policies and procedures. Take ownership for enquiries and complaints from first point of contact to resolution. Advising on technical queries or issues. Escalate more in-depth/technical queries to the appropriate personal and follow up (e.g., Quality/Marketing) Complete relevant administration to document customer enquiries and complaints. Support other team members to manage fluctuating call volumes throughout the department. What are we looking for? Previous experience in a customer service/similar role Must be comfortable speaking to customers over the telephone, including giving instructions and providing technical information. A good standard of written and verbal communication skills. Able to listen, project empathy, and resolve issues. Comfortable working in a team environment. Self-disciplined to work to tight deadlines and within set procedures. Able to operate calmly when managing a heavy workload. Available to work flexible hours including weekends (Saturday) What do we offer? Life assurance (x4 annual salary) Health Cash Plan (Bronze cover) Employee Assistance Programme Hozelock Benefits Hub (retail discounts) Staff shop (discounted) Free onsite parking with EV Chargers Hozelock is proud to be an inclusive employer. We welcome applications from all backgrounds and are committed to providing an inclusive recruitment process. If you require any reasonable adjustments, please let us know.