Uk Customer Service Team Leader - London, United Kingdom - Jellycat
Description
Creating original and innovative luxury soft toys, Jellycat combines luxurious fabrics with quirky and cute designs and sells its products online and via stockists throughout the UK, Europe and the rest of the world.
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 stockists, agents and sales team and will be 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 11's and performance reviews
- Resolving complex customer queries and complete follow up actions
- Using 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;
- A personable and approachable team player attitude
- 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
- SAP experience
- Zendesk competency or similar experience
- Experience working within the UK or EU gift industry
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