Customer Care Representative

Customer Care Advisor

Aylesbury, Buckinghamshire
Full-time | Permanent
Salary: £28,100 per annum

Join a growing family-run business creating amazing spaces.

Green Retreats is the UK’s leading garden room company, established in 2005 and proudly family-run. From our Buckinghamshire headquarters, we design, manufacture and install beautifully crafted garden room buildings that transform how our customers live and work at home — from home offices and creative studios to guest spaces and luxury garden retreats.

Everything we do is handled in-house, from the first customer conversation through to manufacture, installation and aftercare. With multiple showrooms, our own manufacturing facility and a growing national reputation, we combine the values of a family business with the professionalism of an established operation.

We are now looking for a Customer Care Advisor to join our established team and play an important role in delivering the high standards of service our customers expect.

About the role

This is a busy, varied and fast-paced role where no two days are the same. You will manage your own customer accounts, handling enquiries, coordinating requests, resolving issues and working with teams across the business to keep things moving.

Our customers expect a 5-star level of service, so you will need to be organised, proactive and confident managing multiple priorities while taking ownership of your customers and following things through.

What you’ll be doing

• Manage your own customer accounts and provide a consistently high standard of customer care
• Respond to customer enquiries and issues by phone and email, including complaints
• Manage and prioritise a varied workload, often handling multiple requests at the same time
• Coordinate scheduling changes, visits and remedial works with relevant teams
• Investigate issues, gather information and coordinate practical solutions
• Follow up outstanding actions and keep customers informed
• Work closely with Installation, Aftercare, Planning, Technical, Sales and other teams
• Manage payment requests and payment chases professionally
• Maintain accurate customer records and complete associated administration

What we’re looking for

We are looking for someone who is customer-focused with the ability to work confidently in a busy environment.

You will have:

• Previous customer service or customer care experience
• Excellent written and verbal communication skills and a confident telephone manner
• Strong organisation and time-management skills, with the ability to prioritise effectively
• A calm and professional approach when dealing with challenging situations
• Good problem-solving skills and the ability to take ownership
• Good attention to detail and accuracy
• Confidence using Microsoft Office and everyday business systems
• The ability to work independently and as part of a team
• A genuine pride in delivering a 5-star customer experience
• A valid UK driving licence

Most importantly, you will enjoy being busy. Priorities can change quickly, so you will need to be comfortable switching between tasks, making decisions and keeping things moving while maintaining a high standard of customer care.

Hours & working environment

• Full-time, permanent position
• 40 hours per week, Monday-Friday
• 9am-5pm or 8am-4pm, with a 30-minute lunch break
• Some weekend work may be required
• Friendly, supportive and fun team environment
• Fast-paced and varied working environment

Benefits & perks

• 20 days' paid holiday plus bank holidays
• 1 additional day per year of service, up to 3 additional days
• Employee Assistance Programme
• Enhanced maternity/paternity pay
• Company events
• Health & wellbeing / wellness programmes
• On-site parking

Licence/Certification: UK Driving Licence (required)

Pay: £28,100.00 per year

Benefits:

• Casual dress
• Company events
• Company pension
• Free parking
• Health & wellbeing programme
• On-site parking
• Sick pay

Experience:

• Customer service: 1 year (required)

Work Location: In person