At a Glance
- Tasks: Lead a dynamic team to provide top-notch customer service for our beloved Jellycat products.
- Company: Join the whimsical world of Jellycat, where creativity and joy come together.
- Benefits: Competitive salary, supportive team environment, and opportunities for personal growth.
- Other info: Fluency in French or German is a must; experience in the gift industry is a plus.
- Why this job: Be part of a magical brand that brings joy to people of all ages.
- Qualifications: Experience in customer service management and strong communication skills required.
The predicted salary is between 40500 - 49500 £ per year.
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 Power Point skills.
Desirable
- SAP/D365 experience.
- Zendesk or similar experience.
- Experience working within the UK or EU gift industry
- #J-18808-Ljbffr
EU Customer Service Team Leader (Wholesale) employer: Jellycat
Jellycat is an exceptional employer that fosters a vibrant and supportive work culture, perfect for those looking to make a meaningful impact in the wholesale customer service sector. With a focus on employee growth, you will have access to ongoing training and development opportunities while working alongside a passionate team in the UK. Our commitment to maintaining a playful brand voice ensures that your contributions are valued and celebrated, making Jellycat a truly rewarding place to work.
StudySmarter Expert Advice🤫
We think this is how you could land EU Customer Service Team Leader (Wholesale)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Jellycat. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Jellycat before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace EU Customer Service Team Leader (Wholesale)
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Jellycat:Your cover letter is your chance to shine! Tell us why you want to work at Jellycat specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Jellycat!
How to prepare for a job interview at Jellycat
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
