Customer Service Agent, London, UK

Freddies Flowers; Greater London; On-site; GBP 21,000 - 32,000; Full time

Benefits offered by this job

Extra holiday

Discounted flowers

WFH option

Learning and development

Cycle to work

Employee assistance programme

Discounted gym membership

Medicash

Mind Clinic

Team socials

Job summary

Freddie’s Flowers is seeking a friendly, proactive Customer Service representative to join our rapidly growing team in London. You will be the first point of contact for customers, resolving queries with a friendly, efficient approach and gathering feedback to help us improve.

You will work closely with colleagues across departments, delivering excellent service while identifying opportunities to upsell our flowers and subscriptions to retain customers who are considering stopping their

Qualifications

• Friendly, proactive team player with customer-facing experience.
• Excellent written and verbal communication.
• Ability to prioritise and handle a busy workload.

Responsibilities

• Be the first point of contact for our customers, dealing with queries in a friendly and efficient way.
• Capture and report customer feedback to improve our service.
• Collaborate with the team to ensure the customer receives the best service possible.
• Upsell Freddie’s Flowers and services to retain customers considering leaving their accounts.
• Maintain a helpful, professional writing style in all communications.

Skills

Customer service

Communication

Teamwork

Problem solving

Upselling

Tools

CRM software

Spreadsheets

Job description

Freddie’s Flowers was founded by Freddie Garland in October 2014 with one ambition: to change people’s relationship with flowers. We believe flowers aren’t only for grand occasions, but they make every day special, inspiring creativity and sparking joy.

Our starting point was our direct-to-consumer subscription model, helping us grow a loyal UK following. We launched in Germany in 2020, and then in 2021 we secured significant backing from The Craftory, a like-minded purpose-led global investment house, helping us expand, develop and grow. 2023 saw us start our gifting service – bringing the best of Freddie’s Flowers to everyone who needs it (even last minute!).

From the seed of an idea we continue to flourish; we’re a B Corp organisation. And our founding mission remains unchanged – to change the world of flowers, and to change the world with flowers.

This role requires you to be in the office a minimum of two days a week.

About The Role:

This is a really exciting opportunity to join a fast-growing company. Freddie’s Flowers are looking for friendly, proactive and positive people to join our award-winning customer services team, as we continue to grow! As the first point of contact for our customers, this role is key to keeping our wonderful customers inexplicably happy.

You are the first point of call for our customers. You understand customers, and want to see their issues through to resolution.

What You’ll Be Doing:

• Be the first point of contact for our customers, dealing with queries in a friendly and efficient way

• Capture and report customer feedback to improve our service

• Work well within your team and across the department to communicate and collaborate, to ensure the customer is always receiving the best service possible

• Excellent interpersonal skills and enjoy working as part of a team

• Friendly yet professional writing manner and able to communicate effectively both verbally and in writing.

• Able to analyse problems and find positive solutions

• Quick to learn and able to think on your feet

• Ability to handle a busy workload, prioritise and be flexible

• Confidence building rapport with a customer over the phone

• Ability to upsell our flowers and service to retain customers who are considering stopping their accounts

• An interest in flowers and helping people

Nice to have

• Previous customer support or customer facing experience
• Experience with spreadsheets, customer management systems and other office-based software

The Future

Our Customer Service Team has seen a lot of growth and development over the last year, and we want to continue to push for the highest levels of customer service. You will be integral to this, and your voice heard across the company on how we support our customers.

• Option to buy extra holiday days
• Discounted flowers for friends/family
• WFH (where applicable)
• Learning and Development Support
• Cycle to work scheme
• Employee Assistance Programme
• Discounted gym membership
• Cash plan with Medicash
• Health and wellbeing sessions with The Mind Clinic
• Team socials and events

Inclusion: Freddie’s Flowers recognises our success is dependent on the success of our people. Freddie’s Flowers is committed to creating an inclusive work environment with a diverse workforce where everyone feels safe and valued. All applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age.