Customer Services Assistant
12-Month Fixed Term Contract | Part time (14 hours/week)
Salary: £10,000 per annum (£25,000 full time equivalent)
Location: Chilton, Oxfordshire (office-based)
Working pattern: Thursday 9:30am - 5:00pm & Friday 9am - 4:30pm
Do you thrive on providing high-quality customer service in a fast-paced environment, while juggling multiple priorities and keeping things running smoothly?
We're looking for a proactive and organised Customer Services Assistant to join our HTA Services team on a 12-month fixed-term contract. In this varied part-time role, you'll provide support to members, prospective members and customers, helping to deliver an efficient, professional and responsive service across our membership activities and the National Garden Gift Card scheme.
Working as part of a friendly and collaborative team, you'll be responsible for a range of customer service and administrative activities, from responding to enquiries and processing applications to maintaining accurate records and supporting key operational processes. This is an excellent opportunity for someone who enjoys working with people, takes pride in delivering high-quality service and has a keen eye for detail.
Why join us?
· Join a respected national membership organisation at the heart of the UK horticulture industry. Gardens, managed green spaces and landscapes have never been more important to the UK - for the economy, for the environment and for the nation’s well-being.
· Use your customer service, organisation and attention to detail to make a visible difference to colleagues, members and customers every day.
· Contribute to the delivery of membership and gifting services, including the National Garden Gift Card scheme, which supports consumer spend across HTA member businesses.
· A role where your ideas, initiative, and enthusiasm will truly matter.
What we can offer you
· A meaningful role where you'll have the autonomy to take ownership, contribute ideas and help shape improvements.
· A competitive salary and generous benefits package, including 30 days' annual leave plus Bank Holidays (to be pro-rated for part-time roles), pension, health cash plan, life assurance, employee discount scheme, employee assistance programme, and free on-site parking with EV charging facilities.
· A comprehensive induction programme, providing structured support and training on our systems, processes and ways of working from day one. During your first few weeks, some flexibility in start and finish times may be required to enable shadowing and training with colleagues.
· Access to ongoing learning and development opportunities to help you build your skills, broaden your experience and grow your career.
· Support and coaching from experienced and approachable managers who are invested in helping you succeed.
· Work alongside passionate and knowledgeable colleagues who are committed to delivering excellent outcomes for our members.
About the HTA
The HTA has just over 1,400 members, including garden retailers, growers, landscapers, and suppliers to the garden industry. The HTA lobbies and campaigns for its members within the horticulture industry and has an excellent reputation. We provide our members with the opportunity to learn, innovate, and network with others in the industry.
We have an effective political lobbying team working to enable the best conditions for our members to flourish across the UK and our research and insights team provide impactful data to help our members run productive and resilient businesses.
We have been running the National Garden Gift scheme since 1962. These garden gift cards can be bought and redeemed at HTA garden centre members sites throughout the UK and can also be purchased online and in some supermarket gift card malls. It is the biggest garden gift card scheme in the country – locking in around £40 million of consumer spend to horticulture and our members’ businesses.
Our culture
Our culture is built on our values of being Member Focused, Collaborative and Inclusive, Trusted, and Innovative. We put our members at the heart of everything we do, ensuring their needs and aspirations guide our decisions and actions. We foster a collaborative and inclusive environment where every team member’s voice is valued, and diverse perspectives drive creativity and success. Trust is central to our relationships, both internally and externally, and we are committed to acting with integrity and transparency in all that we do. We embrace innovation, continuously seeking new ways to improve and push boundaries, ensuring that we stay ahead of the curve in delivering exceptional service and results. If you’re looking for a workplace where these values are lived every day, and where you can make a real impact, we’d love to have you join us.
What you’ll be doing
As HTA Services Assistant, you’ll provide great customer service, administrative support and specialist knowledge to members and customers of the HTA. You’ll be a first point of contact for membership applications, subscription renewals, orders for products and services, National Garden Gift Card enquiries and general enquiries received by phone and online.
You’ll process membership and gifting activity, support paper gift voucher redemptions, maintain accurate records, liaise with colleagues and external partners, and help ensure queries are resolved efficiently, professionally and in line with agreed service levels.
This is an office-based role in Chilton, Oxfordshire. Building strong working relationships across teams are key to success in this position.
Your key responsibilities will include:
· Responding to member, prospective member, consumer and stakeholder enquiries via phone and shared email inboxes.
· Completing outbound member-related activities to support member satisfaction and effective service delivery.
· Processing membership and gifting applications, enquiries, lapses and associated administration.
· Processing gifting product orders and liaising with fulfilment, delivery and internal teams where needed.
· Sorting, validating and processing paper voucher redemption claims accurately and to agreed service levels.
· Administering gifting goodwill gestures and exchanges in line with documented policies and procedures.
· Maintaining accurate CRM and system records while supporting wider HTA Services administration and team objectives.
For full details on the role and responsibilities, please read the Role Profile.
What you’ll bring
To be successful in this role, you will bring a combination of relevant experience, skills, qualifications and behaviours.
Essential Experience, Qualifications and Skills
· Experience in delivering high-quality customer service in a fast-paced environment.
· Relevant administrative experience, with strong organisational skills and the ability to prioritise and meet deadlines.
· Excellent written and verbal communication skills, with the ability to adapt your style to different audiences.
· Strong numerical and data-handling ability, with high attention to detail and accuracy.
· Proven ability to manage competing priorities, multi-task and work effectively under pressure.
· Professional, approachable and proactive, with strong problem-solving skills and a commitment to resolving queries effectively.
· Good IT skills, including Microsoft Office applications such as Word, Excel, Outlook and Teams, with the ability to learn CRM and other systems quickly.
· Ability to work collaboratively with colleagues and build positive relationships with members, customers and external stakeholders.
· A full UK driving licence and able to drive to our Chilton office.
Behaviours and Competencies
· Member focused, with a genuine commitment to providing helpful, accurate and professional service.
· Proactive and solutions-focused, identifying opportunities for improvement and taking action.
· Willingness to learn, develop and embrace new ways of working.
· Contribute positively to team success and organisational goals.
· Adaptable and resilient, responding positively to changing priorities and business needs.
· Demonstrate personal accountability and take ownership for delivering outcomes.
· Build positive and collaborative working relationships with colleagues, members and stakeholders.
· Communicate clearly, confidently and professionally.
· Demonstrate sound judgement and decision-making skills.
· Act with integrity, professionalism and discretion.
Desirable
· Experience in the horticulture industry or a related membership, retail or customer service environment.
· Familiarity with customer databases, CRM systems, finance systems or order management systems.
· Experience liaising with external stakeholders, delivery partners or third-party suppliers.
· An interest in gardens, gardening, horticulture or the wider outdoor environment.
How to apply
Please send your CV and a brief cover letter to [email protected]. The application deadline is Monday 27th July but we may close the vacancy sooner if we identify and appoint a strong candidate. Applications will be reviewed on a rolling basis and so you are encouraged to apply early.
The HTA is committed to embedding diversity, equity and inclusion into our culture and our talent processes. We believe in creating a workplace where our people are treated with dignity and respect, a workplace free of barriers or discrimination. We will make accommodations upon request for candidates wherever needed and practical throughout the hiring process.
All applicants must have the right to work in the UK.
Pay: £10,000.00 per year
Benefits:
- Company pension
- Employee discount
- Free parking
- Life insurance
- On-site parking
- Referral programme
- Sick pay
Application question(s):
- Do you have the Right to Work in the UK?
- Are you able to commute by car to the offices in Chilton?
Work Location: In person
