Alison Arnott is Garden Centre Manager at Hillmount, Newtownards. She is married to Daniel and they live in Bangor with their dog Bailey. She takes nijobfinder through her career and explains the challenges the COVID-19 pandemic has added to her role.
Here is how she became Garden Centre Manager at Hillmount
Give a brief outline of your career to date.
My first job was in a local restaurant at the age of 14; serving diners, clearing tables and cleaning up. That’s where I developed my passion for good customer service. After I left school, I joined Bangor Business Services in the centre of Bangor, where I learnt word processing, typewriting and where I achieved my RSA qualifications. This experience led to my first job as an office manager in Balloo Industrial Estate with Bangor Glass and Glazing at age 21.
From the age of 25 I worked in a small accountancy practice where I managed payroll for clients, completed VAT returns and tax returns for a range of companies. Ten years later I became a check-out operator at Asda in Bangor and I worked my way up to a supervisory role managing staff. I managed the George clothing department and then when Hillmount announced that it was opening in Newtownards I applied to join as I was excited at the prospect of working in an established business new to the area.
What was your favourite subject at school?
History was my favourite subject at school and it still is! I love learning about how generations before us lived and worked, I’m intrigued by the clothes they wore, how they ate and I love learning about other cultures. I’m also fascinated to see ways in which history repeats itself.
Did you go on to further/higher education, if so what did you study and where?
I left school after my GCSEs and joined the training academy Bangor Business Services which led to my first job.
How did you get into your area of work?
After 10 years in accountancy, the opportunity to be customer facing again really appealed to me. I searched around for a job which would take me from behind the desk and into retail. Then after 10 years working in clothing and food retail I was really excited by the prospect of working in a garden centre, so I applied to Hillmount when they advertised for staff ahead of opening their third garden lifestyle centre in Ards.
Is this what you always wanted to do?
I didn’t know it before I accepted the job offer but I can definitely say that ‘yes’ it is. The freedom of not being behind a desk and helping customers with enquiries about caring for plants or assisting them in finding the perfect gift is so rewarding. Even just saying ‘hello’ when they come into the garden centre is important as I may be the only person they speak to that day and I take such pride in the service I provide them with. There’s great variety to the job as well from managing staff to handling stock and overseeing the merchandising of the store which I love especially in the run up to Christmas.
Were there any particular essential qualifications or experience needed?
A strong grounding in customer service excellence from my early career has certainly stood me in good stead for this job. Having a good personality is essential and being outgoing is desirable when it comes to being able to offer customers good advice. A good standard of education is important as well but whilst no formal qualifications were required of me if someone is interested in working at a garden centre, knowledge of horticulture would be of great benefit.
Are there alternative routes into the job?
I would say that if you’re determined to work in a garden centre then you should just go for it to realise your dream. I came from an accountancy background so I would say anything is possible!
What are the main personal skills your job requires?
Flexibility and prioritising. If I’m working on merchandising a large delivery and a customer comes and asks me for advice for example, I need to be able to drop my current task at hand and put their needs first. Other essential personal skills are being able to listen and have empathy for the customers. One regular customer in particular hadn’t visited the garden centre for a long time after her husband passed away and when she did return eventually, being able to listen to her and take time to speak with her was so important in making her feel welcome. Knowing your customers and their needs and wants is key.
What does a typical day entail?
There is no typical day which is the best thing about the job! I could be creating content for Hillmount Ards social media channels, catching up on administration associated with staff management and garden centre stock. I could be serving customers and handling their purchases on the computerised till system or I could be restocking the planting area with a delivery before watering the plants and replenishing the stock in the ladies fashion area. Depending on the season I could be selling barbecues and giving advice on whether the customer should consider charcoal or gas and I could be advising on Christmas tree care or helping a customer choose which decorations will look best in their home.
What are the best and most challenging aspects of the job?
The best thing about my job is working for the Mercer family who own Hillmount in Ards, Bangor and Belfast. The garden centre business has been in their family for 80 years and they are so approachable. If a customer asks me something about a plant that I don’t know I can literally lift the phone to them and have the answer. They give me autonomy for the styling of the store and take me on buying trips abroad so I get a sneak peek at garden furniture and new trends a year ahead. In the two short years the store has been open I’ve been really proud to be part of its growth and development.
The most challenging part of my job is probably not having enough hours in the day!
Why is what you do important?
My attitude drives footfall to the store. My role is important in building relationships with customers and encouraging them to return.
How has COVID-19 impacted your role?
When lockdown was announced we closed the garden centre immediately. At that moment I didn’t know if or when we would be able to open again. We had hundreds of plants that needed homes and when it was safe to do so, Hillmount started trading online so I was tasked with preparing online orders for home delivery. I was so proud to be able to provide plant orders to people who were enjoying their gardens for the sake of their mental and physical health and the feedback from customers who have benefited from Hillmount home deliveries has been incredible.
What adjustments have you had to make?
Before the government announced that we could reopen, our owners Robin and Alan Mercer were taking precautions in the garden centre to reopen safely. We have installed social distancing measures including perspex screens, signage and created a separate entrance and exit with a one way system around the garden centre. As our cafe is still closed we have repurposed the space into a garden furniture showroom. We have all undergone training in how to manage our day-to-day workload and on how to liaise with customers for their safety and ours. Robin and Alan have also issued staff with PPE and have ensured that we are all comfortable in our new working conditions.
What advice would you give anyone looking to follow a similar career path?
Go for it! Every day is rewarding and if you enjoy being organised, you’ll love planning ahead for the next season. It’s also lovely and therapeutic to care for plants and give people advice on the best way to furnish their garden or decorate their Christmas tree!
If you weren’t doing this what would you like to do?
I’d be travelling the world’s most historical sites and exploring the great outdoors. My bucket list includes Pompei and the Pyramids.
If you could go back, what is the one piece of advice you would give to yourself on your first day?
Don’t panic!
Describe your ideal day off.
Exploring hidden gems across Northern Ireland with the family and my rescue dog Bailey.
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