DTC Senior Customer Service Advisor London

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.

The Senior Customer Service Advisor supports the Customer Service Manager and DTC Customer Care Leads for the UK, ROW, France, and Germany, ensuring service alignment across markets. The role focuses on delivering exceptional customer experiences while guiding the team through complex issues and maintaining high operational standards.

You'll be;

• Acting as a senior point of contact for customer escalations via email, chat, and phone.
• Providing hands-on resolution of complex or sensitive customer service cases.
• Mentoring, supporting, and training Customer Service Advisors, promoting best practices and development.
• Monitoring internal systems and ensure customer orders are managed efficiently.
• Liaising with internal stakeholders to help improve service delivery and customer experience.
• Supporting the Customer Service Manager and DTC Customer Care Leads for UK, ROW, France, and Germany.
• Reporting key trends and areas of concern to the Customer Service Manager.
• Maintaining team morale and encourage a collaborative and positive working environment.
• Working in partnership with fellow Senior Advisors to support team performance and consistency achieving targets and growing team confidence.
• Sending weekly team recaps and daily schedules to the Customer Service Manager.
• Assisting with day-to-day customer service activity, provide daily team schedule and hands on support during service/lunch window (12 pm - 3 pm) and peak trading periods.
• Contributing to ad-hoc projects as required by the Customer Service Manager or DTC Customer Care Leads for the UK, ROW, France, and Germany.
• Ensuring processes are followed and service levels are met across UK, ROW, French, and German teams.

You'll have;

• Minimum 2 years experience in a customer service role within a DTC/ecommerce environment.
• Strong communication and interpersonal skills with a clear and professional phone manner.
• Proven ability to problem-solve and handle high-pressure situations with confidence.
• Experience mentoring or training team members.
• Proactive, positive, and supportive team player.
• The ability towork in a fast-paced and evolving environment.
• Familiarity with order management systems and customer service tool.