Customer Experience Advisor at Planteria Group in Henham, England, United Kingdom | Kablio

Role

Description

query triage

data entry

service enquiries

nps management

customer communication

complaint resolution

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
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
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)
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
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
Team Collaboration & Contribution: Actively participate in team meetings, sharing customer insights, suggesting process improvements, and collaborating on innovative ideas that enhance service delivery
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
Respond to customer queries within 10 minutes

Requirements

ms outlook

crm

nps

customer service

phone communication

organisational

Excellent use of MS Outlook
Experience of CRM systems (desirable but not essential)
Excellent customer service skills
Adaptable and responsive
Experience of customer service (minimum one year experience required)
Excellent communication skills particularly on the phone
Experience of NPS (desirable but not essential)
Excellent organisational skills
Experience of taking and dealing with phone calls and emails from customers

Benefits

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

Training + Development

Information not given or found

Interview process

Information not given or found

Visa Sponsorship

Information not given or found

Security clearance

Information not given or found

Company

Overview

The company has a proven track record of delivering complex projects across diverse sectors, including infrastructure, residential, commercial, transport, and utilities.
Planteria Group has worked on numerous high-profile projects, including large-scale commercial developments, sustainable residential communities, and critical infrastructure works.
With an eye for detail and a commitment to quality, Planteria has earned a reputation for its ability to navigate the most challenging and demanding construction environments.
Innovative solutions, a strong focus on safety, and a team of experts drive the company’s success in executing projects from concept to completion.
Planteria Group's expertise is reflected in its diverse portfolio, which includes landmark buildings, transportation hubs, and advanced utility infrastructure.
Their approach to construction combines cutting-edge technology with traditional craftsmanship, ensuring the best results for clients, no matter the scale or complexity of the project.

Culture + Values

We are ambitious and entrepreneurial, always striving to improve and evolve.
We take pride in our products and craftsmanship, focusing on quality and attention to detail.
We value transparency, communication, and teamwork, building strong relationships across the business.
We embrace innovation and creativity, constantly seeking new and better ways of doing things.
We are customer-centric, always putting the needs and satisfaction of our clients first.

Environment + Sustainability

2050

Net Zero Goal

Commitment to achieving zero emissions by the year 2050.

We are committed to reducing our environmental impact through sustainable sourcing and eco-friendly production methods.
We track and report on our carbon footprint to ensure continuous improvement towards sustainability.
We promote energy efficiency across all operations and encourage the use of renewable resources.
Our products are designed with sustainability in mind, using materials that minimize waste and promote recyclability.

Inclusion & Diversity

We are committed to fostering an inclusive environment where all employees feel valued and respected.
Our goal is to maintain a balanced gender representation across all levels of the organization.
We provide equal opportunities for career growth and development, with a focus on eliminating bias in recruitment and promotions.
We regularly monitor and report on diversity metrics to ensure progress towards a more inclusive workplace.

Articles

Planteria Group Website

LinkedIn - Planteria Group

Role

Description

query triage

data entry

service enquiries

nps management

customer communication

complaint resolution

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
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
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)
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
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
Team Collaboration & Contribution: Actively participate in team meetings, sharing customer insights, suggesting process improvements, and collaborating on innovative ideas that enhance service delivery
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
Respond to customer queries within 10 minutes

Requirements

ms outlook

crm

nps

customer service

phone communication

organisational

Excellent use of MS Outlook
Experience of CRM systems (desirable but not essential)
Excellent customer service skills
Adaptable and responsive
Experience of customer service (minimum one year experience required)
Excellent communication skills particularly on the phone
Experience of NPS (desirable but not essential)
Excellent organisational skills
Experience of taking and dealing with phone calls and emails from customers

Benefits

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

Training + Development

Information not given or found

Interview process

Information not given or found

Visa Sponsorship

Information not given or found

Security clearance

Information not given or found

Company

Overview

The company has a proven track record of delivering complex projects across diverse sectors, including infrastructure, residential, commercial, transport, and utilities.
Planteria Group has worked on numerous high-profile projects, including large-scale commercial developments, sustainable residential communities, and critical infrastructure works.
With an eye for detail and a commitment to quality, Planteria has earned a reputation for its ability to navigate the most challenging and demanding construction environments.
Innovative solutions, a strong focus on safety, and a team of experts drive the company’s success in executing projects from concept to completion.
Planteria Group's expertise is reflected in its diverse portfolio, which includes landmark buildings, transportation hubs, and advanced utility infrastructure.
Their approach to construction combines cutting-edge technology with traditional craftsmanship, ensuring the best results for clients, no matter the scale or complexity of the project.

Culture + Values

We are ambitious and entrepreneurial, always striving to improve and evolve.
We take pride in our products and craftsmanship, focusing on quality and attention to detail.
We value transparency, communication, and teamwork, building strong relationships across the business.
We embrace innovation and creativity, constantly seeking new and better ways of doing things.
We are customer-centric, always putting the needs and satisfaction of our clients first.

Environment + Sustainability

2050

Net Zero Goal

Commitment to achieving zero emissions by the year 2050.

We are committed to reducing our environmental impact through sustainable sourcing and eco-friendly production methods.
We track and report on our carbon footprint to ensure continuous improvement towards sustainability.
We promote energy efficiency across all operations and encourage the use of renewable resources.
Our products are designed with sustainability in mind, using materials that minimize waste and promote recyclability.

Inclusion & Diversity

We are committed to fostering an inclusive environment where all employees feel valued and respected.
Our goal is to maintain a balanced gender representation across all levels of the organization.
We provide equal opportunities for career growth and development, with a focus on eliminating bias in recruitment and promotions.
We regularly monitor and report on diversity metrics to ensure progress towards a more inclusive workplace.

Articles

Planteria Group Website

LinkedIn - Planteria Group