Customer Experience Advisor

Overview

Handle all customer service enquiries for installations, field service and floristry.

Key Responsibilities

• complaint resolution
• query triage
• service enquiries
• customer communication
• nps management
• data maintenance

Tasks

-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 -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 -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. -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 -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 -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) -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

Requirements

• ms outlook
• customer service
• organisational
• adaptable
• communication
• phone handling

What You Bring

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

People Also Searched For

Benefits

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. 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. Job role is based at our Head office in Henham so successful applicant will need their own transport. -Personal development -BUPA Cash plan -Quarterly company bonus and annual performance related bonus -25 days holiday - opportunity to buy and sell up to 2 days -Lunch onsite

About Planteria Group

-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.

Sector Specialisms