Customer Care Advisor – Join a Growing, Customer-Focused Team!
Location: York House, Ackhurst Business Park, Chorley, PR7 1NY
Salary: £25,000 - £27,000 (depending on experience)
Hours: 40 hours per week, Monday to Friday (8-hour shifts between 8am-6pm weekdays)
Employment Type: Permanent, Full-Time
About Hedges Direct
Hedges Direct is a well-established, fast-growing business supplying hedging, plants, and garden essentials to both trade and retail customers across the UK. With over 20 years of industry expertise, we are the trusted supplier for landscapers, developers, local councils, and homeowners.
Our reputation is built on quality products, expert knowledge, and outstanding customer service. As we continue to expand, we are looking for an experienced Customer Care Advisor who shares our passion for delivering exceptional customer experiences.
This role is ideal for someone who thrives in a fast-paced environment, loves problem-solving, and takes pride in delivering outstanding service. If you're proactive, detail-oriented, and enjoy working as part of a dynamic team, we want to hear from you!
Why Join Us?
* Work for a market leader – Join a well-established, reputable company that’s continuing to grow.
* Varied and engaging role – No two days are the same! You’ll be handling a mix of phone, email, live chat, and social media queries.
* Not just a call centre role – We value problem solvers and proactive thinkers who take ownership of customer issues.
* Opportunity to make an impact – Help shape the customer experience and contribute ideas for improvement.
* Strong team culture – Work with supportive, like-minded colleagues in a collaborative environment.
* Career progression opportunities – We invest in our people and support career growth within the company.
* Great perks & benefits – From an extra day off on your birthday to company social events and employee discounts, we look after our team.
What You’ll Be Doing
Delivering Exceptional Customer Service
* Be the first point of contact for customer queries via phone, email, live chat, and social media.
* Provide expert advice on products, orders, deliveries, and aftercare.
* Troubleshoot and resolve issues efficiently, ensuring a smooth customer journey.
* Offer personalised recommendations to help customers choose the right products.
Managing Customer Orders & Enquiries
* Assist customers with placing orders, processing payments, and tracking deliveries.
* Work closely with our logistics team to resolve delivery issues quickly and effectively.
* Maintain accurate records of customer interactions in our CRM system.
Building Customer Relationships
* Engage with customers in a professional and friendly manner, creating a positive brand experience.
* Follow up on queries to ensure customers are satisfied with their purchases.
* Encourage reviews and referrals by delivering an outstanding service.
Contributing to Continuous Improvement
* Identify recurring issues and suggest process improvements to enhance customer experience.
* Provide feedback to the management team to refine our customer service strategy.
* Work towards team and individual KPIs, including response times and customer satisfaction scores.
What We’re Looking For
* Customer service experience – Minimum of 1 year in a customer service or call centre role.
* Excellent communication skills – You can build rapport easily and explain things clearly.
* Strong problem-solving ability – You take initiative to resolve issues efficiently.
* Team player – Works well with colleagues and supports others when needed.
Knowledge of horticulture or gardening is a bonus but not essential – full training will be provided!
What We Offer
33 days holiday (including Bank Holidays & extended Christmas break)
☕ Free tea, coffee & refreshments
Free on-site parking
Birthday day off!
Employee discount scheme
Enhanced maternity & paternity pay
Company sick pay
Holiday buy-back scheme
Life circumstances leave
Volunteering days
Regular company social events
Our Hiring Process
We value authenticity, enthusiasm, and a strong work ethic. Our interview process is designed to ensure the role is the right fit for both you and us.
What to Expect:
Initial phone call – A short, informal chat to understand your experience and motivations.
Face-to-face interview – Meet the team, discuss the role in depth, and showcase your customer service approach.
Offer – If successful, we’ll welcome you to the Hedges Direct family!
Ready to Join Our Team?
If you're passionate about delivering outstanding customer experiences and want to work in a company where your contributions truly matter, we'd love to hear from you!
Apply today and let’s grow together!