Premium Brand Customer Experience Specialist

Jellycat; Greater London; On-site; GBP 32,000 - 40,000; Full time

Job summary

Jellycat is seeking a Customer Service professional to support UK & EU stock lists, agents and sales teams. You will handle incoming requests, process orders, and maintain proactive relationships with customers, ensuring timely responses and high service standards.

With at least 2 years in a customer-facing role, you’ll communicate clearly, keep accurate records in internal systems, and collaborate across departments to maximise sales opportunities while upholding Jellycat brand values.

Qualifications

• Minimum 2 years in a customer-facing role, ideally B2B.
• Experience in working for a luxury brand is desirable but not essential.
• Clear communicator (spoken and written).
• Proven experience in maintaining high level of customer service and relationship building.
• Able to build good relationships at all levels with a positive and flexible approach.
• Proactive, resilient, and adaptable to change.

Responsibilities

• Answering and processing incoming customer requests via phone and email in line with Jellycat’s processes and KPIs.
• Processing and managing customer orders.
• Making outgoing calls to customers to achieve satisfactory resolutions.
• Sending weekly and monthly sales and backorder reports to Regional Sales Managers.
• Discussing backorders and up-selling to maximise sales opportunities.
• Liaising with other departments to ensure fast order processing and post-delivery queries.

Skills

Customer service

B2B experience

Communication

MS Office

Reporting

CRM systems

Tools

D365

Zendesk

Job description

Jellycat is seeking a Customer Service professional to support UK & EU stock lists, agents and sales teams. You will handle incoming requests, process orders, and maintain proactive relationships with customers, ensuring timely responses and high service standards.

With at least 2 years in a customer-facing role, you’ll communicate clearly, keep accurate records in internal systems, and collaborate across departments to maximise sales opportunities while upholding Jellycat brand values.