We’re Bloom & Wild, the UK’s most loved online florist. We’ve created a flower experience unlike any other by innovating at every stage of the journey and making flower gifting and receiving the joy that it should be.

We are looking for someone who cares and is passionate about delivering an amazing customer experience. Joining one of the biggest teams in the company, you will work closely with the Customer Delight Manager and Customer Delight Associates as well as interacting with people across the business - from Head of Customer Experience to our COO. This is a great chance to become a key player in an extremely fast-growth, e-commerce startup. We’re an incredibly passionate team that puts Customer Delight at the forefront of everything we do (just look at our reviews and you’ll see what we mean).

For this role, we are looking for someone who is really flexible and available to work weekends and some days during the week.

THE ROLE

Your main aim will be to ensure that our customers remain delighted with our product and service, and that our customer retention and repeat purchase rates stay high and continue to grow. We are looking for someone who will not be satisfied with the status quo, but will continuously look for new ways to delight our customers across multiple channels (phone, email, chat, potentially others). You’ll have a strong desire to see our business grow, and will work closely and collaboratively with the rest of our Customer Delight team.

• You will be part of the go-to team for our customers to get in touch, sharing and celebrating in their joys and supporting and rectifying any problems they have.
• You will work with a talented team as well as individually, via email, phone, live chat and social media.
• You will play a vital role in feeding back what the customers are saying to all areas of the business including Operations, Tech, Brand & Marketing.
• You will take responsibility for some operational processes e.g. supplier management and order processing.

YOU

• Are empathetic, caring and love to help people.
• Have previously worked in a role speaking to customers or clients on a daily basis.
• Have excellent communication skills, both written and verbal and are fluent in English. French or German as an additional language would be preferred but not essential.
• If you have familiarity with Zendesk, then brilliant, but as long as you can use MS office software and Skype proficiently then you can learn anything else.