Customer Experience Advisor

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 170+ 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

We are seeking to recruit an additional Customer Experience Advisor who is the first port of call for all customer related contact. They provide support for the installation, field service and floristry teams.

Location & Hours:  

The role is permanent and based out of our beautiful HQ in Henham  (CM22 6AA), enjoying a rural location, where lunch is provided onsite daily and ample parking.  Working hours are 40 hours per week and we offer agile working whereby you can work 1 day from home.

Key Deliverables:

• Manage Service Enquiries: Respond to and resolve service-related enquiries, including installation, field service, and floristry requests, ensuring a seamless customer experience across all channels (calls, emails, etc).
• 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:

• Excellent customer service skills
• Excellent communication skills particularly on the phone
• Excellent organisational skills
• Excellent use of MS Outlook
• Adaptable and responsive
• Experience of customer service (minimum one year experience required)
• Experience of taking and dealing with phone calls and emails from customers

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.

Job role is based at our Head office in Henham so successful applicant will need their own transport.

Benefits

• Quarterly company bonus and annual performance related bonus
• BUPA Cash plan
• 25 days holiday – opportunity to buy and sell up to 2 days
• Lunch onsite
• Parking
• Personal development