Gifting & Customer Service Manager

New Covent Garden Market; Greater London; On-site; GBP 35,000 - 45,000; Full time

Benefits offered by this job

Paid overtime

28 days holidays

Yearly service awards

Enhanced sick pay

Flexi-lunches

Job summary

New Covent Garden Market is looking for an experienced individual to join the PAUL THOMAS team in the floral gifting department. This full-time role requires overseeing daily operations, managing florists, and providing exceptional customer service. The ideal candidate has over 4 years of experience in customer service, ideally with luxury brands, and a strong passion for floristry.

You will work in a busy environment based in Battersea, London, and enjoy benefits like fully paid overtime and 28 days of holiday. Flexibility in working hours is needed during peak times.

Qualifications

• At least 4 years’ experience in customer service, preferably with luxury brands.
• Ability to manage tight deadlines and last-minute requests.
• Hold a full UK driving licence (preferred but not essential).

Responsibilities

• Oversee operations of the floral gifting department.
• Manage and support the gifting florists.
• Handle customer inquiries and assist with orders.
• Produce quotations and mood boards for clients.
• Organise couriers for timely flower deliveries.
• Monitor and manage the department's budget.

Skills

Customer service experience

Excellent command of English

Passion for floristry

Working under pressure

Job description

We are looking for someone experienced in customer service to join the team at PAUL THOMAS in the floral Gifting department. The right candidate will have the chance to play a key role in an experienced and fun team in a busy environment and will be given the opportunity to develop their skills.

This is a full time, hands‑on role, that demands a flexible attitude to working days and hours to ensure that PAUL THOMAS continues to offer its clients the highest quality product and service. The role requires physical presence in our Battersea studio 5 days per week.

THE ROLE

• Oversee the day‑to‑day operations of the floral gifting department, ensuring efficiency and excellent customer service
• Manage and support the gifting florists, providing guidance and ensuring high‑quality floral designs
• Handle phone, email and walk‑in customers, assisting with orders and inquiries
• Produce quotations and mood boards for clients regarding gifting activations
• Developing and maintaining strong working relationships with all clients, both corporate and private
• Manage and resolve customer complaints professionally and effectively
• Organise couriers for timely and accurate flower deliveries
• Monitor and manage the department’s budget, ensuring cost‑effectiveness and profitability
• Invoice account clients promptly each month
• Support the marketing department with the growth of our online floral gifting service by understanding digital ordering processes and customer expectations for online sales

THE CANDIDATE

The ideal candidate will:

• Have at least 4 years’ experience within customer service and preferably have worked with luxury brands/ high net worth individuals
• Possess an excellent command of the English language, both written and verbal
• Possess a genuine passion for floristry and the energy to tackle every event, large or small, with enthusiasm
• Hold a full UK driving licence and be happy to drive vans on occasion (preferred but not essential)
• Have experience in working under pressure with tight deadlines and last‑minute requests

COMPANY BENEFITS

• Overtime is fully paid at PAUL THOMAS or time off in lieu can be organised
• All employees receive 28 days’ holidays, including Bank Holidays. Additional holiday days and other benefits will be awarded for long service
• Yearly service awards
• Enhanced Sick Pay policy following a successful probation
• Flexi‑lunches
• The role is a standard 42.5 hour working week, with additional week and weekend hours when required. Fully studio based

LOCATION

Battersea, London

WORKING HOURS

Monday – Friday, 8am – 5pm. Saturday’s where necessary during peak times e.g. Mother’s day weekend, Valentines, Christmas etc.

Paul Thomas Flowers is an Equal Opportunities Employer. The company is committed to equal employment opportunities regardless of age, sexual orientation, gender, pregnancy, religion, nationality, ethnic origin, disability, medical history, skin colour, marital status, genetic information or parental status. We base all our employment decisions on merit, job requirements and business needs.