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- Tasks: Deliver top-notch customer service and handle enquiries with professionalism and care.
- Company: Join Hozelock, a trusted name in gardening solutions with a rich heritage.
- Benefits: Enjoy life assurance, health plans, discounts, and free parking.
- Other info: Flexible hours and opportunities for growth in a supportive environment.
- Why this job: Be part of a team that values innovation and makes a real impact in customers' lives.
- Qualifications: Excellent communication skills and previous customer service experience required.
About Us: At Hozelock, we’ve been helping people nurture their gardens for generations. From innovative watering solutions to trusted gardening tools, our products are designed to make growing easier, more enjoyable, and more sustainable. But behind every great product is a great team. We’re a company that values curiosity, craftsmanship and collaboration, where ideas are encouraged, expertise is shared, and people are empowered to make a real impact. If you’re passionate about quality, innovation and being part of a business with a proud heritage and an exciting future, Hozelock could be the place for you.
Job Purpose: To provide exemplary standards of customer service by handling customer enquiries in a professional and courteous manner. This is a full time, temporary role starting as soon as possible until approx. July 2026, with a possibility of extension.
Duties & Responsibilities:
- Providing outstanding service to customers through all of your interactions.
- Communicating with customers accurately and efficiently via telephone, email, post and social media.
- Dealing with all customers in a professional, prompt and courteous manner, portraying a positive first impression of the Service Department.
- Respond to all customer queries and complaints using the organisations policies and procedures.
- Take ownership for enquiries and complaints from first point of contact to resolution.
- Advising on technical queries or issues.
- Escalate more in-depth/technical queries to the appropriate personal and follow up (e.g., Quality/Marketing).
- Complete relevant administration to document customer enquiries and complaints.
- Support other team members to manage fluctuating call volumes throughout the department.
What are we looking for?
- Must have an excellent telephone manner (professional, polite, friendly, approachable).
- Previous experience of customer contact via telephone is essential.
- Must have experience of working with a varied range of products/services.
- Good basic standard of education including English and Maths qualifications.
- Competent user of Microsoft Office (Word, Excel, Outlook).
- Must have experience of working as part of a team.
- Excellent standard of written communication (letters, email).
- Must be comfortable speaking to customers over the telephone, including giving instructions, providing technical information and taking details of complaints.
- Extremely high standards of courtesy.
- Ability to learn technical product information to assist in handling customer queries.
- Must be self-disciplined to work to tight deadlines and within set procedures.
- Must be able to operate calmly when managing a heavy workload (e.g. high call volumes).
- Must be available to work flexible hours to manage fluctuating, seasonal customer demand.
- Ability to analyse data and input to investigations into product complaints would be an advantage.
What do we offer?
- Life assurance (x4 annual salary).
- Health Cash Plan (Bronze cover).
- Employee Assistance Programme.
- Staff shop (discounted).
- Free onsite parking with EV Chargers.
Hozelock is proud to be an inclusive employer. We welcome applications from all backgrounds and are committed to providing an inclusive recruitment process. If you require any reasonable adjustments, please let us know.
Consumer Services Advisor employer: Hozelock
Contact Detail:
Hozelock Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Consumer Services Advisor
✨Tip Number 1
Get to know Hozelock! Research their products and values so you can show genuine enthusiasm during your interview. This will help you connect with the team and demonstrate that you're a great fit for their culture.
✨Tip Number 2
Practice your phone skills! Since you'll be handling customer enquiries, make sure you’re comfortable speaking clearly and professionally. Try role-playing with a friend to get the hang of it.
✨Tip Number 3
Show off your teamwork spirit! Be ready to share examples of how you've worked well in a team before. Hozelock values collaboration, so highlighting your ability to support others will go a long way.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re proactive and serious about joining the Hozelock family.
We think you need these skills to ace Consumer Services Advisor
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for customer service shine through. We want to see that you’re genuinely excited about helping customers and making their experience with Hozelock memorable.
Tailor Your CV: Make sure to customise your CV to highlight relevant experience in customer service. Use keywords from the job description to show us you understand what we’re looking for and how you fit the bill.
Be Clear and Concise: In your written application, keep it straightforward. We appreciate clarity, so avoid jargon and get straight to the point about your skills and experiences that relate to the role.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Hozelock
✨Know Your Stuff
Before the interview, make sure you familiarise yourself with Hozelock's products and services. Understanding their innovative watering solutions and gardening tools will help you answer technical queries confidently and show your genuine interest in the company.
✨Practice Your Phone Manner
Since this role requires excellent telephone communication, practice speaking clearly and politely. You could even role-play with a friend to simulate customer interactions, ensuring you come across as friendly and professional during the actual interview.
✨Showcase Team Spirit
Hozelock values collaboration, so be ready to share examples of how you've worked effectively in a team. Highlight any experiences where you supported colleagues or managed workloads together, as this will demonstrate your ability to thrive in a team environment.
✨Stay Calm Under Pressure
Given the potential for high call volumes, it's important to convey your ability to handle stress. Prepare to discuss situations where you've successfully managed heavy workloads or tight deadlines, showcasing your self-discipline and calmness in challenging scenarios.