Customer Delight Operations Associate
Bloom & Wild
Customer Service, Operations
London, UK
Posted on Thursday, April 18, 2024
Hi, we’re Bloom & Wild. We don’t just send flowers. We help our customers to care wildly. Caring wildly is celebrating the little things we all do for each other every day. Not just the big occasions. It’s being there for the highs. Stepping up for the lows.
Care has been at the heart of our business from the start. From the products we source, and the packaging we send them in, to the way we look after our colleagues, our customers, our planet, and the communities around us.
Founded in 2013, our mission back then was to make sending and receiving flowers the joy that it should be, by harnessing technology, brand and letterbox delivery. We announced £75 million Series D funding in 2021 and that same year acquired bloomon in The Netherlands and Bergamotte in France. Together, we’ve fulfilled and delivered over 20 million orders (and counting!), making us the largest direct to consumer flower business in Europe.
Now home to a family of 3 beautiful brands, we’re driven by our vision to create the destination for making life a little more thoughtful and beautiful. And we won't stop at flowers and plants. Starting with the Bloom & Wild brand, we're expanding our gifting offering to other categories like cakes, candles and cocktails. This is all part of our ambition to build Europe's #1 direct to consumer gifting destination.
🛠️ Customer Delight @ Bloom & Wild
On the frontlines of customer experience, we work hard to find ways to bring joy to our customers every day. We work around the clock to delight our customers at every turn - ensuring no question goes unanswered, and always looking for ways to improve the customer experience within the team and across the company. And the good news is, we're growing!
Our work environment is fast yet supportive and encouraging, and you would be a part of a tight-knit team that sits alongside our operations squad. This is a great chance to join a high-growth startup and apply your existing skills and experience within a fun and passionate team.
⚙️ What you'll be doing:
- Workforce management: Support team scheduling and ensure smooth workflows that ensure lean coverage that meets customer's needs
- Reporting and data wrangling: Ensure accurate and timely reporting is delivered to key stakeholders (Zendesk/Data Studio/Tableau experience a plus)
- Process and policy optimisation: Be on the lookout for creating leaner workflows and implement them swiftly
- Project management: Be a key contributor to various projects
- Systems maintenance: Ensure proper implementation and maintenance of various systems that are vital to the smooth running of the Customer Delight team
- Cross-functional collaboration: Work with key partners across the business to ensure key information and processes are smoothly integrated into customer delight workflows
✅ You’ll love this role if you…
- Care deeply about customer experience and enjoy the pace of working in a rapidly changing scale-up environment
- Have a minimum of 3 years' experience in a customer care environment
- Have experience working with setting up/maintaining customer care systems (Zendesk desirable)
- Obsessed with process improvement and finding simple solutions to complex problems
- Are a data-centric problem solver and enjoy using it to provide meaningful insights
- Are a proficient user of Excel/Google Sheets
- Have a proven track record of supporting complex projects with multiple stakeholders
These are some of the skills and experience we think will enable success in this role, but please don’t worry if you are missing some of these. We’re committed to building a team made up of different strengths, skills and experiences, so if you’re excited about our values, passionate about what you do and would like to join us in doing things more thoughtfully, we’d love to hear from you.
🧭 Our ways of working
We do things a little bit differently. From inventing letterbox flowers to founding The Thoughtful Marketing Movement. We’re big on collaboration, empathy, knowledge sharing and growth, and our values drive our priorities every day:
Lead change for good: we have the guts to try new things and step up to do what matters most
Think deeply, act swiftly: we make sure there’s thoughtful rationale behind our approach and always act swiftly to implement ideas
Care wildly: we pour care and creativity into everything we do and pay attention to the things that make a difference
Stay open, be curious: we’re open about what we’re doing and why, and we welcome challenges from each other
We really believe in the power of face-to-face connections - be that through a shared project, a learning and development opportunity, or an after work social - and trust our teams to make the right decisions (for them and us) about where and how they work each day. Our working patterns are flexible and vary across the business, depending on the type of work, need for collaboration, and personal and wellbeing circumstances.
🏡 Belonging @ Bloom & Wild Group
We know that we learn through our differences, and building a diverse team has always been central to creating the best experience for our customers. We value all backgrounds, perspectives, ideas and experiences, and encourage everyone to share their opinions openly within our caring and inclusive team.
🌟 (Some of) The good stuff
To care wildly for our customers, firstly we care wildly for our teams. We work hard to craft a culture of thoughtfulness and care, where there is a strong sense of inclusion and belonging, enabling all of our people to thrive and be successful each day.
🌻 Work that works for you
- Flexible working : our working hours are 9am-6pm and we offer a flexible approach to shift patterns around core hours.
- Work Abroad for up to 30 days each year
- Share in our success with a choice to take equity options from day 1
- Enhanced family leave policy and a workplace nursery scheme
- 1 day per year to volunteer on a project that’s close to your heart
🌴 Time off
- 25 days’ holiday + your birthday and bank holidays each year
- Option to buy an extra 5 days’ holiday each year
- Flexible bank holidays - trade a bank holiday for another day that fits your beliefs, values and celebration calendar
🌱 Health & Wellbeing
- Health cash plan through Simplyhealth
- Mental health support through Open Up, including access to online therapy sessions
- Allies and champions groups
- Mental Health First Aiders and awareness training for our managers
- In person or virtual yoga every week
- Cycle to work scheme
- Electric car scheme
- Our office kitchen is stocked with drinks and snacks to keep you going
- Financial wellbeing support through Bippit
- Workplace pension contributions
🌳 Growth & Development
- A flexible training framework for every stage of your career development through our Bloom & Learn programme
- Access to the Goodhabitz learning platform
- Mentee and mentor opportunities with our external partners, such as The Women's Association and Future Founders
- Internal & external Speaker Sessions on a variety of different inspirational topics
💐 Moments that matter
- Social & wellbeing monthly calendar
- Summer and End of Year events, team lunches and post-peak celebrations
- Irresistible discounts on our products, blooms & subscriptions!