EU Customer Service Team Leader (Wholesale)

Jellycat; Greater London; On-site; GBP 45,000 - 65,000; Full time

Job summary

Jellycat invites applications for a Wholesale Customer Service Team Leader to guide our growing UK & EU stockist support network. You will lead a team of 8 specialists, set clear KPIs, and drive improvements in service levels while upholding Jellycat’s playful brand voice.

Proficiency in SAP, Zendesk or similar and languages French or German are valued for effective collaboration. This full-time role is based in the UK, with responsibilities spanning process development, performance reviews, and

Qualifications

• Experience managing a large customer service team.
• Strong communication skills.
• Commercial awareness.
• Experience developing new processes and setting KPI’s.
• Excellent Excel and PowerPoint skills.

Responsibilities

• Lead a team of 8 Customer Service Specialists and be their first point of call.
• Set clear goals and KPI’s for the team.
• Improve overall customer service levels continuously.
• Maintain Jellycat tone of voice and branding.
• Coach and develop the team with regular 1-1s and reviews.
• Resolve complex customer queries and follow up actions.
• Use SAP to resolve orders and queries.
• Collaborate with Jellycat stakeholders to ensure timely actions.
• Speak/write in French or German (both ideal)

Skills

Team leadership

KPI setting

Customer service

Communication skills

Excel

PowerPoint

Tools

SAP

Zendesk

D365

Job description

For a quarter of a century, the Jellycat family have brought joy, wonder and playful fun to people of all ages, in every part of the world. Utterly original and in a class of their own, they are currently among the most loved and collected toys of their kind. How has this gentle tribe endeared themselves to so many? Perhaps it is their whimsical expressions. Or the deliciously soft fabrics. Or the beautiful way in which they sit in your hand. Whatever it is, there is something magical and unmistakeable about each one of them.

Jellycat have an exciting opportunity for a new Wholesale Customer Service Team Leader to lead our big and growing Wholesale Customer Service Team! The Wholesale Customer Service Team provides day to day support to our UK & EU stockists, agents and sales team.

You’ll be;

• Leading a team of 8 Customer Service Specialist and being their first point of call for them.
• Setting clear, defined goals and KPI’s for the team.
• Constantly looking for ways to improve the overall level of customer service.
• Ensuring the Jellycat’s tone of voice and brand is upkept in line with our expectations and business pillars.
• Coach and develop a high performing team by conducting meaningful and regular 1-1’s and performance reviews and quality reviews.
• Resolve complex customer queries and complete follow up actions.
• Use SAP systems to resolve and process customer orders and queries.
• Collaborating with multiple Jellycat stakeholders to ensure the Customer Service actions are completed in a timely manner.
• Must speak/write in French or German (Both ideal)

You’ll have;

• Personable and approachable team player.
• Experience managing a large customer service team.
• Sound commercial awareness.
• Experience developing new processes and setting KPI’s.
• Strong and clear communication skills.
• Excellent Excel and PowerPoint skills.

Desirable

• SAP/D365 experience.
• Zendesk or similar experience.
• Experience working within the UK or EU gift industry