Who we are:

Founded in 1977, Planteria has evolved from a small startup into the UK largest interior landscaping company it is today, with an impressive annual turnover of £20 million. With a focus on strategic partnerships, continuous innovation and client satisfaction, the company has accelerated its growth in the past 3 years and achieved a 33% year-on-year growth over this period and now employs over 180 staff.

Today, as well as providing stunning planting solutions, we also run a premiumcorporate floristry serviceand create impressive project work, from roof gardens toliving walls.

The opportunity:

We are seeking to recruit a pro-active Customer Experience Team Leaderwho is responsible for leading and supporting a team of Customer Experience Advisers to deliver a world-class service. This role involves line management, performance reporting, and driving continuous improvement through regular coaching and mentoring. With a focus on excellence and consistency, the Team Leader ensures that every customer interaction reflects our values and commitment to outstanding service.

Location & Hours:

The role is offered on a permanent basis 40 hours per week, based out of our HQ in Henham (CM22 6AA), enjoying a rural location, where lunch is provided onsite daily and ample parking.

The role offers 1 day per week working from home.

Key deliverables:

• To lead, motivate, and coach a team of customer experience advisers
• To monitor customer metrics and report on performance
• To assist in the training and onboarding of new team members
• To identify training needs for team members and deliver relevant training
• To support the Head of Customer Experience to create a world class service across the business

• Proven experience in customer service and team leadership.
• Strong understanding of customer experience principles and best practices.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to analyse data and identify areas for improvement.
• Proficiency in relevant customer service software and tools.
• Ability to work effectively in a fast-paced, dynamic environment.
• Strong leadership and motivational skills.
• Empathy and customer advocacy.
• MS Outlook - very good knowledge
• MS Excel – very good knowledge
• MS PowerPoint - very good knowledge
• ERP software – good knowledge
• Zendesk – very good knowledge

Salary: £35,000-£38,000 Dependant on experience

• Competitive salary
• Quarterly company bonus and annual performance related bonus (post probation)
• BUPA Cash plan
• Pension
• 25 days holiday
• Lunch onsite
• Parking
• Personal development