About the Role
Do you love turning confused or curious customers into confident, happy ones?
We’re a growing, independent lawncare company that’s built on expert knowledge and a genuinely friendly, professional service. Now we’re looking for a sharp, personable, and organised Customer Experience Specialist to become the voice and support system for our customers.
This is a varied, hands-on role at the core of the business. You won’t just be answering phones — you’ll be guiding customers through treatments, solving problems, and making sure every interaction reflects the care and professionalism we’re known for.
Shrekfeet Independent Lawncare is a small, dynamic, independent, family-owned lawncare specialist delivering high-quality lawncare services across Hampshire, Berkshire, West Sussex, and West Surrey. We do not mow grass and we do not lay turf. We are not a landscaping business.
We are focused on finding the right people to join our friendly team and providing development opportunities for all. With a strong focus on customer satisfaction, we take pride in our dedicated team of professionals who work together to achieve exceptional results in managing the needs of our customer’s lawns. We deliver exceptional customer experience. Our customers rate us as ‘Excellent’ on Trust Pilot and our Google Reviews are 5-Star.
Respect is a core value in our business. We ensure that our employees are happy in their work. Personal responsibilities outside of work can be accommodated. If you need your hours of work varied to accommodate childcare, or similar, then we are happy to accommodate this where possible.
What You’ll Be Doing
- You will own our customer experience dashboard - reporting against our customer satisfaction performance
- You'll also drive down cancellations and build customer retention stratagies
- Managing our social posts and building awareness of our exceptional levels of customer satisfaction
- Answering inbound calls, emails, and live chat messages
- Providing expert guidance on services like weed control, fertiliser plans, and lawn safety
- Sending invoices, receipts, and treatment updates
- Handling card payments and following up on overdue payments
- Updating customer details and logging service notes in our CRM
- Responding to service queries, safety questions, or concerns
- Requesting and tracking customer feedback after visits
- Helping resolve minor complaints and escalating when needed
- Supporting the sales and operations team with admin and communications
- Responding to comments/messages on social media channels
Who We’re Looking For
- Warm, articulate, and genuinely people-focused
- Highly organised with great attention to detail
- Able to juggle multiple conversations and tasks without losing focus
- A confident communicator across phone, email, and chat
- Happy to learn technical service knowledge (we provide full training)
- Calm under pressure and solution-focused
This role would suit someone with experience in customer service, sales coordination, or professional admin — but who wants more involvement, variety, and growth.
Qualifications & Experience
- GCSEs or equivalent in English and Maths (required)
- At least 1 year of experience in an office-based customer support/admin role
- Excellent written and verbal communication skills
- Tech-comfortable: CRM systems, phone platforms, email, etc.
- Previous experience in a service business (desirable but not essential)
Why Join Us?
This isn’t a script-reading role. You’ll be trusted to talk with customers like a human, think for yourself, and help us keep improving how we serve.
As part of a small team, your work will have real visibility and impact. We’re growing fast and want someone who’s excited to grow with us.
Benefits
- £25,500–£32,000 salary depending on experience
- 28 days paid holiday (including bank holidays)
- Extended Christmas break
- Personal performance-related bonuses
- Annual profit-sharing
- Pension scheme
- Company events and team-building days
- Paid training and development opportunities
- Emergency/compassionate leave
- Career progression within a growing business
- Supportive, friendly office environment
How to Apply
Send us your CV and a short message explaining why this role speaks to you. We personally read every application and value thoughtful, human introductions.
Job Types: Full-time, Permanent
Pay: £25,500.00-£32,000.00 per year
Additional pay:
- Bonus scheme
- Performance bonus
- Yearly bonus
Benefits:
- Company pension
- Employee discount
- Free parking
- On-site parking
Schedule:
- 8 hour shift
- Monday to Friday
- No weekends
Work Location: In person