Iain Stephens Floral Design Ltd is a well-established Auckland-based floral design company, known for delivering premium fresh flowers and bespoke floral arrangements across New Zealand. Through our online platform (nzflowers.co.nz), we provide same-day delivery services, catering to a wide range of occasions including weddings, corporate events, and personal celebrations.

Position Overview

We are seeking an experienced and customer-focused Service Manager to oversee and enhance our service operations.

This role is responsible for planning, coordinating, and managing customer service functions, delivery operations, and support services to ensure high levels of client satisfaction and operational efficiency. The ideal candidate will play a key role in improving service standards, managing staff performance, and supporting business growth.

Key Responsibilities

  • Plan, manage, and oversee daily service operations including order processing, customer support, and delivery coordination

  • Ensure high-quality customer service standards are consistently met across all channels (online, phone, and email)

  • Monitor and improve service workflows to enhance efficiency and customer satisfaction

  • Manage and support customer service and delivery teams, including rostering, training, and performance evaluation

  • Handle escalated customer inquiries, complaints, and service issues in a professional manner

  • Coordinate with florists, logistics staff, and external delivery partners to ensure timely fulfilment

  • Develop and implement service policies, procedures, and quality control measures

  • Analyze service performance metrics and prepare reports with recommendations for improvement

  • Support business operations during peak periods (e.g., holidays, special events such as Valentine’s Day and Mother’s Day)

Requirements

  • Bachelor’s degree or relevant qualification in Business, Management, or a related field

  • At least 2–3 years of experience in service management, operations, or customer service leadership roles

  • Strong leadership and team management skills

  • Excellent communication and interpersonal abilities

  • Proven ability to manage workflows and improve operational efficiency

  • Strong problem-solving skills and a customer-first mindset

  • Ability to work in a fast-paced environment, especially during peak seasons

  • Experience in retail, e-commerce, logistics, or floral industry is an advantage

Apply Now
Save