Junior Operations and Customer Service Associate

Reference: SPRT JO

Location: We are headquartered in London but are fully flexible for remote working in the UK.

Position: Full Time

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 Junior Operations and Customer Service Associate who is passionate about helping customers and our partner garden centres, nurseries and brands throughout their entire Sproutl journey. No two days will be the same as you work across a variety of customer service and operations tasks that will give you broad insight into the workings of an online marketplace business.

• Form part of the customer service team and assist in the day-to-day handling of customer service enquiries and partner requests. You will interact with customers and Sproutl partners through email, phone calls and online chat.
• You will help monitor the status of orders to ensure that they are prepared and dispatched within targeted SLA windows, report on exceptions and communicate with partners.
• You will work with our partners and our logistics providers to ensure all products are moving in the most cost efficient and safest way, to ensure seamless delivery experiences for our customers.
• You will use Sproutl's systems and reports to identify and follow up on any delayed deliveries, liaising with relevant providers and communicating updates to customers.
• Support the broader Operations Team within areas such as packaging and returns.
• Support the Operations and Finance Teams by documenting the details of order exceptions, customer service compensation and unfulfilled orders.
• Tackle any ad-hoc problems that may occur within the operations of Sproutl.
• Work cross-functionally with other Sproutl teams such as Engineering and Data Reporting.

What we are looking for

• An undergraduate degree
• An enthusiasm for joining a fast paced, startup environment
• Excellent communication skills, both verbal and written
• Strong attention to detail is essential.
• Proficiency in excel / google sheets with the ability to perform basic data analysis.
• Previous experience using Zendesk (or similar customer service platform) is beneficial but not required.
• Previous experience in an ecommerce business is 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 an initial call with an internal recruiter, and then an interview with the hiring manager and one other member of the Operations Team.

Visit us at sproutl.com

Follow us on Instagram @wearesproutl