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.