EU Customer Service Team Leader (Wholesale)

EU Customer Service Team Leader (Wholesale) 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. 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. Additional European language(s) – German, French, Spanish or Italian preferrable. Desirable SAP/D365 experience. Zendesk or similar experience. Experience working within the UK or EU gift industry Department Customer Services Locations London Remote status Hybrid London Our Perks & Benefits Discretionary Bonus Scheme This role will be eligible to participate in a discretionary annual bonus scheme with awards based on both company and individual performance. Private Medical Insurance We offer a premium level of cover for all Head Office employees through Vitality including Optical and Dental cover. Group Life Cover We offer Life Insurance at 4 x basic salary 25 days paid holiday We value that you get more time with your family and friends. Therefore we offer everybody 25 days paid holiday. Hybrid working We value work-life balance highly, therefore we work a hybrid model which consists of coming into the office a minimum of three days a week. Employee Assistance Program Committed to the health and wellbeing of all our employees, we offer a comprehensive and confidential support program through Health Assured. Private Chef! Every Monday, Tuesday and Thursday we have the pleasure of having our own Private Chef team who prepare us all a buffet style breakfast and lunch. This is subsidised by the company with a small employee contribution. Regular social & team events We have a very imaginative and active social committee who meet regularly to put on events that help us mark special occasions and celebrate our successes as a team. Contributory Pension Scheme We offer a salary sacrifice pension scheme through Scottish Widows with a company and employee contribution of 5% each (you can of course increase your contribution).