Scheduling Administrator

• Take responsibility of all the admin workload within the scheduling department
• Involved in all aspects of interactions with our customers, primarily rescheduling treatments throughout the year via email
• Covering any absence within the department to ensure branches are maintained
• Keeping up to date with the department KPI’s
• Engage with customers directly via telephone and e-mail, building rapport and delivering excellent levels of knowledge and customer service
• Take ownership of customer problems, solving them at first point of contact and escalating when required
• Provide advice and guidance on all GreenThumb treatments dependent on the time of year and weather conditions, always adhering to the GreenThumb method
• Work closely with all members of the Scheduling team to ensure customer satisfaction regarding all reschedule requests
• Aim to recover any customer expressing dissatisfaction using the GreenThumb recovery process
• Work collaboratively as a team to ensure all KPI’s are met
• Adhere to all GreenThumb policies and procedures at all times
• Act as an ambassador for GreenThumb at all times, championing customer service excellence and exceptional behaviours
• Communicate and liaise effectively with all departments to ensure a customer centric approach
• Continue to learn about lawncare and GreenThumb’s products and undertake any training that enhances the skills of the role
• Share best Practice and make suggestions for platform enhancements
• Action any Tasks or cases assigned to you in a reasonable timeframe
• Work Collaboratively with a #Oneteam attitude to ensure all regional KPIs are met
• Act with integrity, championing excellent customer service

• Superb verbal and written communication skills
• Ability to work individually and as part of a team
• A flexible and proactive approach to work
• Computer literacy including the use of Microsoft Word, Excel, and Outlook (preferred but not mandatory)
• Proven experience in providing high quality Customer Service
• Working in a target driven environment
• Must be eligible to work in UK

Contact Centre experience would be an advantage

• 22 days annual leave (rising to 26 days with service), plus all public/bank holidays
• Well-appointed office environment with free onsite parking
• Medical cash plan
• Employee discount scheme (discounts on major retail and leisure brands)
• Free lawn treatments
• Occupational sick pay, maternity pay, paternity pay schemes
• Job-specific training and continuous development opportunities
• Long-service recognition
• Christmas shutdown