The posting
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 185 employees internationally, and we’re continuing to expand. We’re now looking for a passionate and customer-focused individual to join us as a Customer Experience Advisor and help us deliver exceptional service at every stage of the customer journey.
YOUR IMPACT
As a Customer Experience Advisor, you will play a pivotal role in protecting and enhancing our customer relationships. Acting as the primary point of contact for customer concerns, service queries and complaints, you will ensure every issue is managed professionally from initial contact through to resolution.
No two days will be the same. You will work closely with our operational, installation, floristry and service teams to investigate concerns, coordinate solutions and deliver positive outcomes for customers. Your ability to build rapport, remain calm under pressure and take ownership of issues will directly influence customer satisfaction, retention and loyalty.
You'll become a trusted voice for our customers internally, helping identify recurring themes, driving service improvements and ensuring that every interaction reflects Planteria's commitment to creating outstanding customer experiences.
KEY RESPONSIBILITIES:
- Manage customer complaints from initial receipt through to final resolution.
- Take ownership of the complete complaints process, maintaining regular communication with customers throughout.
- Provide regional ownership of customer complaints, escalations and service-related issues.
- Investigate customer concerns and collaborate with internal stakeholders to achieve effective resolutions.
- Ensure complaints are resolved within agreed service level targets.
- Handle service-related calls and emails relating to installations, field services and floristry services.
- Triage incoming customer enquiries and direct them to the appropriate teams.
- Coordinate responses to service requests, issues and customer enquiries.
- Maintain accurate and detailed customer records within company systems.
- Work collaboratively with operational and management teams to deliver positive customer outcomes.
- Support automated and manual customer service processes where required.
- Contribute to continuous improvement initiatives that enhance the overall customer experience.
- Champion a professional, positive and customer-centric approach in every interaction.
YOU WILL BE A GREAT FIT IF YOU HAVE:
- Experience in customer service, customer support, customer experience or client management within a B2B environment.
- A passion for delivering exceptional customer service and building positive customer relationships.
- Excellent verbal, written and telephone communication skills, with strong active listening abilities.
- Strong organisational, problem-solving and complaint-handling skills, with the ability to manage multiple priorities.
- Experience working collaboratively with internal teams to resolve customer issues and achieve positive outcomes.
- Proficiency in Microsoft Outlook and Microsoft Office.
- A proactive, resilient and solution-focused approach, with the ability to remain calm under pressure.
- The confidence to take ownership, work independently and adapt to changing business needs.
- A positive attitude and commitment to our values-driven culture.
DESIRABLE EXPERIENCE
- Experience using CRM, customer service, customer experience, field service management or ticketing systems.
YOUR CAREER PROGRESSION & DEVELOPMENT
We believe careers aren’t one size fits all. That’s why we invest in learning and development across all our roles, empowering individuals to grow in ways that suit their strengths, whether that’s leading people, deepening expertise, or sharing knowledge as part of our wider training and development community.
OUR BENEFITS:
- Quarterly Company Bonus Scheme
- Annual Performance Related Bonus Scheme
- BUPA Cash Plan
- Learning and Development Support
- Lunch provided at our offices
- 25 days holiday, plus UK Bank Holidays
- Ability to work 1 day per week from home
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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 don't meet every requirement listed above, we still encourage you to apply. We're always looking for talented individuals with the right attitude and potential to grow with us.
Planteria Group is proud to promote equality of opportunity and an inclusive culture where everyone can thrive.
ACCESSIBILITY & ADJUSTMENTS
We want every candidate to have the best possible experience throughout our recruitment process. If you require any adjustments or accommodations at any stage, including interview, please let us know and we will be happy to support you.
HEALTH & SAFETY
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.
Please note: For roles involving client site attendance, successful candidates will be required to obtain BPSS (Baseline Personnel Security Standard) clearance as part of our pre-employment checks.
