EU Wholesale Customer Service Team Leader London ·

Jellycat Toy Co. Ltd.; London; On-site; GBP 35,000 - 45,000; Full time

Job summary

A leading company in the toy industry is looking for a Wholesale Customer Service Team Leader to manage and develop a team of Customer Service Specialists. This role involves enhancing customer experiences, setting KPIs, and collaborating with various stakeholders. Ideal candidates should have strong leadership skills and a background in customer service within the UK or EU gift industry.

Qualifications

• Experience managing a large customer service team.
• Strong communication skills.
• Experience developing new processes and setting KPIs.

Responsibilities

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

Skills

Communication

Team Management

Commercial Awareness

Customer Service

Tools

SAP

Excel

PowerPoint

Zendesk

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.

Reporting to the Head of Wholesale Customer Service.

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.
• Coaching and developing a high performing team by conducting meaningful and regular 1-1’s and performance reviews.
• Resolving 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;

• The ability to be apersonable 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.
• Ideally SAP experience.
• Ideally Zendesk or similar experience.
• Experience working within the UK or EU gift industry.
• Ideally additional European languages.