EU Wholesale Customer Service Team Leader

Jellycat Toy Co. Ltd.; London; On-site; GBP 40,000 - 50,000; Full time

Job summary

A leading toy company, Jellycat Toy Co. Ltd., seeks a Wholesale Customer Service Team Leader in London to enhance customer satisfaction across the UK & EU. This role involves leading a dedicated team, resolving customer queries, and upholding the brand's tone and standards. Ideal candidates will have a strong background in customer service and leadership, alongside fluency in multiple languages.

Qualifications

• Experience managing a large customer service team.
• Fluency in English and at least one additional language required.
• Strong communication and interpersonal skills.

Responsibilities

• Lead a team of 8 Customer Service Specialists.
• Set clear goals and KPIs for the team.
• Resolve complex customer queries.

Skills

Communication

Leadership

Commercial Awareness

Tools

SAP

Zendesk

Excel

PowerPoint

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.

Fluency in English and at least one additional language (French, Italian, Spanish, or German) is an essential requirement for this role.
(Please only apply if you have one of these additional languages — we’d love to hear from you if you tick those boxes!)

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.

We ask for a minimum of 4 days a week in our office - because that’s where the magic happens!

You'll be;

Reporting to the Head of Wholesale Customer Service, your role and responsibilities will be (but not limited to):

• 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

You'll have ;

• 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
• Additional European language(s) – German, French, Spanish or Italian
• Personable approach and be ateam player.

Desirable

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