Customer Service Advisor

About Green Thumb

Here at Green Thumb, we've been making lawns look beautiful, lush, and weed-free for over 40 years. We've grown to become Europe's largest lawn care company, with over 220 branches nationwide and more than 2 million visits to customers' homes every year. We're proud of what we do — and we'd love for you to be part of it!

Our Head Office is conveniently located on Junction 26 of the A55, less than 40 minutes from Chester and Wrexham by car, with great local transport links nearby too.

This is a temporary summer role ending end of August 2026. Working 37.5 hours per week;
Monday-Friday; varying flexible shift pattern including Saturdays.

This is a fantastic opportunity to join a positive, energetic, and supportive team. You’ll interact with customers to provide technical advice and guidance on treatments across the Green Thumb network. You will be involved in all aspects of customer interactions – from post, email, live chat, and inbound and outbound calls. You will also liaise with our network of corporate branch managers and franchise branches.

Through these interactions, you will help customers reschedule treatments, advise on account balances, upsell additional products, handle complaints using our customer care action plan, and recommend appropriate solutions to help achieve a wonderful lawn.

• Engage with customers across a variety of channels including phone, post, live chat and email, delivering excellent levels of knowledge and customer service.
• Take ownership of the customer’s journey when contacting Green Thumb.
• Identify any instances which could drive further contact, to ensure First Contact Resolution is achieved.
• Provide advice and guidance on all Green Thumb treatments dependent on the time of year and weather conditions, promoting the Green Thumb method.
• Recommend treatments according to lawn conditions and recognise opportunities to upsell where appropriate.
• Set up Direct Debits for customers according to programme type.
• Onboard new customers according to process and arrange first treatment within agreed SLAs.
• Reschedule treatments for customers and ensure all exceptions are passed to Schedulers/Dispatchers within agreed time frames.
• Constructively communicate and provide trend feedback across departments to ensure a more customer-focused approach.
• Ensure all interactions are logged and accurate records are kept and maintained, with clear and concise notes in all required fields.
• Manage and prioritise the daily workload ensuring that all cases are responded to in line with department timescales.
• Work collaboratively as part of a team to ensure that all team and individual KPIs are met.
• Handle all customer cases in a professional, prompt, and courteous manner, demonstrating appropriate levels of empathy throughout.
• Highlight trends or emerging issues to the Team Leader for review and resolution.
• Comply with GDPR policies and procedures.
• Aim to recover any customer using the Green Thumb recovery process.
• Always adhere to all Green Thumb policies and procedures.
• Continually look to learn and develop knowledge of Green Thumb products.
• Carry out any other duties considered relevant to the position within the terms of your contract of employment.

Interested? click 'Apply' below – we'd love to hear from you.