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Customer Service Manager
 
Title: Customer Service Manager
Category: Wholesale / Reselling Sales
Job type: Permanent
Job status: Full Time
Salary: £40,000.00 - £45,000.00
Salary per: annum
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Description:
Floom is looking for an experienced Customer Service Manager to help us provide best-in-class customer service and advocate for our community. You will be responsible for building out and managing our customer service team across the UK and US. You will be an advocate for our customers and will collaborate cross-functionally with the Floom team in the UK to proactively anticipate and meet our customers’ needs. This exciting position reports to our Head of Operations.

Deliver exceptional customer service

Build and manage a high performance team delivering best-in-class customer service with empathy, timeliness, and transparency Create policies and processes which drive excellent service delivery and improve productivity Develop and own departmental KPIs, objectives and key results to identify and measure actions which matter most to the business Creatively identify implement new ways to deliver a memorable customer experience to every Floom customer Drive in depth, customer insights

Work with your team to proactively deliver real-time solutions to emerging trends in customer experience Be the go to expert on Floom's customers, delivering valuable insight on customer needs and wants to the wider Floom team Scope and lead high impact, customer focused projects working with your team and across the company, including marketing, product development and tech Requirements

Experience:

You have a Bachelor’s degree from a top-tier university A minimum of 3 years experience in a customer service management role, preferably with experience in multi-site management, partner management, staffing and dispute resolution. Proven history of recruiting new team members and on-boarding personnel You have the right to work in the UK Start-up experience a plus Skills:

Strong management and interpersonal skills Excellent resource planning and organisational skills and ability to effectively prioritise tasks Strong technology user with experience of using Zendesk and other customer service tools to deliver exceptional customer service and develop in-depth analytics Strategic thinker with the ability to understand the impact that decisions have on the business Passionate about developing and motivating people to excel Data driven with good analytical skills You have a strong interest in e-commerce and support Floom’s mission to be a lifelong brand for florists and customers alike You love customers and are passionate about delivering exceptional customer service to the Floom community Benefits

Competitive Salary Employee discounts Work from our London office in Clerkenwell We promote within. Learn and grow with us!
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