Who we are:
Founded in 1977, Planteria has evolved from a small startup into the UK largest interior landscaping company it is today, with an impressive annual turnover of £20 million. With a focus on strategic partnerships, continuous innovation and client satisfaction, the company has accelerated its growth in the past 3 years and achieved a 33% year-on-year growth over this period and now employs over 180 staff.
Today, as well as providing stunning planting solutions, we also run a premiumcorporate floristry serviceand create impressive project work, from roof gardens toliving walls.
The opportunity:
We are seeking to recruit a pro-active Customer Experience Team Leaderwho is responsible for leading and supporting a team of Customer Experience Advisers to deliver a world-class service. This role involves line management, performance reporting, and driving continuous improvement through regular coaching and mentoring. With a focus on excellence and consistency, the Team Leader ensures that every customer interaction reflects our values and commitment to outstanding service.
Location & Hours:
The role is offered on a permanent basis 40 hours per week, based out of our HQ in Henham (CM22 6AA), enjoying a rural location, where lunch is provided onsite daily and ample parking.
The role offers 1 day per week working from home.
Key deliverables:
* To lead, motivate, and coach a team of customer experience advisers
* To monitor customer metrics and report on performance
* To assist in the training and onboarding of new team members
* To identify training needs for team members and deliver relevant training
* To support the Head of Customer Experience to create a world class service across the business
* Proven experience in customer service and team leadership.
* Strong understanding of customer experience principles and best practices.
* Excellent communication, interpersonal, and problem-solving skills.
* Ability to analyse data and identify areas for improvement.
* Proficiency in relevant customer service software and tools.
* Ability to work effectively in a fast-paced, dynamic environment.
* Strong leadership and motivational skills.
* Empathy and customer advocacy.
* MS Outlook - very good knowledge
* MS Excel – very good knowledge
* MS PowerPoint - very good knowledge
* ERP software – good knowledge
* Zendesk – very good knowledge
Salary: £35,000-£38,000 Dependant on experience
* Competitive salary
* Quarterly company bonus and annual performance related bonus (post probation)
* BUPA Cash plan
* Pension
* 25 days holiday
* Lunch onsite
* Parking
* Personal development
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