At Planteria Group, we help organisations reimagine their workplaces, making them more productive, healthy, and sustainable. From creating warm, welcoming reception areas to designing large-scale living architecture, we turn ordinary spaces into vibrant places where people genuinely love to be.
We’ve grown from a small family business into the UK’s leading interior landscaping specialist, transforming workplaces and commercial environments with the power of nature, to international expansion with operations in the US. Along the way, we’ve partnered with some of the UK’s, and now US’s most recognisable brands to bring biophilic design to life, from lush office greenery and elegant corporate floristry to spectacular roof gardens and living walls.
Our success is driven by a fantastic team of 180+ employees internationally, and we’re continuing to expand. We’re now looking for passionate individuals to join us on this journey and help us shape the future of sustainable, inspiring workplace design.
Your Impact:
Joining us as our Customer Experience Advisor, you will be the first port of call for all customer experience related actions. In an important role, you will provide support for our installation, field service and floristry teams ensuring effective collaboration, transparency, communication and resolutions are actioned for our customers to maintain our customer experience success with new and existing clients.
Key areas you will cover in your role include:
* Manage Service Enquiries: Respond to and resolve service-related enquiries, including installation, field service, and floristry requests, ensuring a seamless customer experience.
* Customer Query Triage and Resolution: Accurately assess customer queries and proactively route them to the appropriate department or individual, facilitating swift resolutions and maintaining high customer satisfaction.
* Coordinate Effective Customer Communication: Take ownership of customer concerns and ensure clear, timely, and proactive communication with clients regarding their enquiries, providing regular updates until the issue is resolved.
* Resolve Customer Complaints: Handle customer complaints with empathy, professionalism, and a solutions-focused approach. Effectively de-escalate difficult situations and work collaboratively with internal teams to resolve issues promptly, ensuring the customer feels valued and heard.
* Maintain Customer Information: Ensure accurate and up-to-date customer data is entered into Business Central, maintaining a high level of customer detail and engagement for future interactions.
* NPS Management & Feedback Loop: Lead and manage the Net Promoter Score (NPS) process to capture customer sentiment. Analyse feedback, share insights with relevant teams, and drive continuous improvement initiatives that enhance customer satisfaction and meet company goals.
* Collaborate to Drive Service Excellence: Partner closely with the Service team to support ad-hoc projects and assist in the execution of tasks aimed at delivering exceptional customer experiences.
* Team Collaboration & Contribution: Actively participate in team meetings, sharing customer insights, suggesting process improvements, and collaborating on innovative ideas that enhance service delivery.
Requirements
You will be a great fit if you have:
* Previous experience in a customer service role (B2C or B2B)
* Strong problem-solving skills with the ability to resolve issues calmly and efficiently.
* Ability to manage multiple tasks and priorities in a fast-paced environment.
* High attention to detail and accuracy when maintaining records and customer information.
* Confident in using CRM or business systems (or ability to learn new systems quickly).
* Ability to build positive relationships with customers and internal teams.
* Proactive approach with a focus on continuous improvement of the customer experience.
* Professional, empathetic and positive telephone & email manner.
* Ability to handle sensitive or challenging conversations with confidence and discretion.
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At Planteria Group, our culture is guided by our core values: Humble & Confident, Positive & Energetic, One TEAM, Relentless to Improve, and Create Wow!
If you want to be part of a flourishing, fast-growing business that values agility, collaboration, and creativity, we’d love to hear from you. If you feel that you don’t quite hit the experience, we’re after, please do apply anyway as we’re always looking for people who are looking to grow and develop us!
Planteria Group is proud to promote equality of opportunity and an inclusive culture where everyone can thrive.
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The role is permanent and based out of our beautiful HQ in Henham (CM22 6AA).
All employees must follow the organisation’s Health & Safety policies, take care of their own safety and that of others, use equipment and PPE correctly, report hazards or incidents, participate in training, and cooperate with emergency procedures, risk assessments, and investigations to maintain a safe, tidy, and compliant workplace.
Benefits
* Quarterly company bonus and annual performance related bonus.
* BUPA Cash plan.
* Learning and Development.
* Lunch provided at our offices.
* Work from home 1 day a week.
* 25 days holiday.