Customer Services Advisor

Position: Full Time

Reference: SPRT CSA

Location: We offer a remote-first approach to work. You can choose to work as little or as much as you want in our London Bridge co-working space, provided you are generally based in the UK. We organise company-wide quarterly socials and meet up with our teams once a month in person.

Hello, we're Sproutl, and we believe in growing for all. Who cares if you've never picked up a trowel before? This is gardening made easy.

We're on a mission to transform the way the world thinks about gardening and get everyone to plant something. To us a garden can be as small as a windowsill or a tiny rented patio. Swathes of sweet peas, towering bamboo, a veg patch to make Michelin chefs swoon. These are not the preserve of the professionals. In fact, they can be yours with a swipe. We bring the best in gardening from your phone to your door for patios, pots, windowsills, and backyards.

Great for your mental health, great for your physical health, great for the environment and--let's face it--looks great on Instagram, gardening checks all the boxes! Welcome to the modern garden.

You've found us right at the beginning. We're starting small but our ambition is large. Do you want to join a startup in the early stages, working with a passionate, humble, fun and hard-working team? Then read on!

Our culture

As a female co-founded start-up, we cherish celebrating, and uniting in, our differences. We've put our hearts into creating a diverse, inclusive and energising place to work. We value flexibility, trust, autonomy, and responsibility along with a supportive environment to grow and develop.

We want you to be able to do the best work of your career, and we've put a lot of effort into making sure Sproutl is the place you can do it.

The role

Customers are at the heart of what we do at Sproutl. We are looking for a Customer Services Advisor who is passionate about helping customers and our partner garden centres, nurseries and brands throughout their entire Sproutl journey. From onboarding partners, to supporting the growth of the Sproutl customer community, no two days will be the same as you work across the business:

• Reporting into the Operations & Logistics Manager, you will form part of the customer service team and assist in the day-to-day handling of customer service enquiries and partner requests across all communication channels (including email, online chat, and phone).
• Working cross-functionally (from the catalogue production teams to tech) you will help build a pioneering customer excellence function, meeting our required service level agreements
• Resolving problems on all customers orders to drive them to completeness and customer satisfaction.
• Processing and facilitating customer returns.
• Being the representative of Sproutl to our customers, garden centre and nursery partners, building strong relationships supporting the growth of the Sproutl community by creating positive memorable experiences to enhance their experience
• Continually identifying, prioritising and implementing CS enhancements to build the Sproutl Customer Vision.
• Working with our carrier providers to ensure seamless delivery experiences for our customers.
• Executing on ad-hoc CS projects or investigations.

What we are looking for:

• Someone who is customer obsessed and can produce best-in-class service and content across all Sproutl customer experience tools, phone, email, whatsapp as well as on-site chat.
• Proven experience with customer support platforms such as Zendesk or Intercom as well as business / retail back office systems.
• Experience of working in a customer service or retail environment
• Previous experience in customer service in an ecommerce business is beneficial but not required.
• Basic knowledge of google sheets / docs.
• Experience of working in a fast-paced, dynamic environment
• You have excellent communication skills, both verbal and written
• Strong attention to detail is essential.
• Horticultural knowledge or garden industry experience is not essential but would be beneficial
• A strong work ethic, a humble attitude and an entrepreneurial spirit!

The Perks

• We are based at Uncommon, London Bridge, where you can enjoy group social events from free breakfasts, afternoon teas and drinks throughout the month, plus access to yoga and other fitness classes.
• We know that the typical office environment does not work for everyone. Being at home, in your garden, a field, a garden centre. Wherever you like working, works for us.
• Equally we understand that outside interests or commitments (from courses, to childcare or focussing on your wellbeing) mean that you would prefer to work flexibly. We hear you! Let's talk about your needs and see how we can make it work.
• Enjoy 33 days' holiday (including a day off for your birthday). Bank holidays can be taken any time during the year.
• You will have access to our pension scheme, eyecare vouchers and a laptop choice to suit your needs.

Diversity & Inclusion

We are an equal opportunities employer. We are committed to creating a working environment which provides equality of opportunity and freedom from unlawful discrimination on the grounds of race, sex, pregnancy and maternity, marital or civil partnership status, gender reassignment, disability, religion or beliefs, age or sexual orientation. We actively oppose all forms of discrimination.

We have team members ranging from 20 - 50 years old, 23% of our workforce are parents, and almost a fifth work part time. We only work with investors and suppliers who match our company values and are as diverse as we are. 50% of our Angel investors are women.

We are actively working on eliminating bias from our interview process. Our first step has been to screen all job descriptions for gender bias before publishing them. There's a lot more work to be done. Join us to help shape Sproutl's inclusive and supportive culture.

How to Apply

Send your CV and cover email to careers@sproutl.com, referencing the Reference in the subject line.

During your application process you should expect to have a screening call with our internal recruiter, then a first stage interview with the hiring manager. The next stage would be to meet at least 2 members of the wider Sproutl team who you would be working with.

Visit us at sproutl.com