<p>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.</p><p><span>The Brand Customer Service Supervisor leads and strengthens the customer-facing brand experience across all touchpoints, ensuring the Brand Customer Service Advisors are informed, empowered, and equipped to deliver joyful, knowledgeable, and consistent support. This role oversees the accuracy of global Help Center content, drives cross-functional alignment with DTC, Wholesale, Marketing, and Brand teams, and transforms in-person customer insights from retail partners, key accounts, and brand activations into actionable improvements.&nbsp;</span></p><div><p style="text-align:left;"><span>As a strategic partner within the broader Customer Service function, the Supervisor defines and monitors customer experience metrics, upholds operational and brand standards, and ensures the team is prepared for launches, peak seasons, and evolving customer needs. By proactively identifying knowledge gaps, maintaining strong documentation practices, and championing brand-aligned communication, the Brand Customer Service Supervisor plays a critical role in elevating service excellence and ensuring customers experience the magic of Jellycat wherever they encounter the brand.&nbsp;</span></p><p style="text-align:left;"><strong>You'll be;</strong></p><p style="text-align:left;"></p></div><div><ul><li><p style="text-align:left;"><span>Maintaining fully up-to-date FAQ pages across all regional sites, partnering with US/FR/DE Customer Service Teams.&nbsp;</span></p></li></ul></div><div><ul><li><p style="text-align:left;"><span>Ensuring content is aligned with product launches, policy changes, and brand messaging.&nbsp;</span></p></li></ul></div><div><ul><li><p style="text-align:left;"><span>Delivering clear, documented SOPs for FAQ upkeep and cross-regional updates.&nbsp;</span></p></li></ul></div><div><ul><li><p style="text-align:left;"><span>Providing regular, structured updates to DTC, Wholesale, Marketing, and Brand teams summarizing trends, insights, and recurring customer issues from both in-person and online engagements.&nbsp;</span></p></li></ul></div><div><ul><li><p style="text-align:left;"><span>Maintaining transparent communication loops, ensuring all departments receive correct, timely customer-facing information.&nbsp;</span></p></li></ul></div><div><ul><li><p style="text-align:left;"><span>Delivering monthly or event-based reports summarizing in-person customer concerns from retail partners, key accounts, pop-ups, and activations.&nbsp;</span></p></li></ul></div><div><ul><li><p style="text-align:left;"><span>Ensuring each identified concern is logged, categorized, tracked, and successfully routed to the correct team for resolution.&nbsp;</span></p></li><li><p style="text-align:left;"><span>Helping define KPIs (response time, CSAT, quality scores, tone of voice).&nbsp;</span></p></li><li><p style="text-align:left;"><span>Producing weekly summaries of performance results, trends, wins, and improvement opportunities.</span></p></li><li><p style="text-align:left;"><span>Delivering consistent, brand-aligned communication across all channels (phone, email, chat), ensuring every interaction reflects the joyful, warm Jellycat experience.&nbsp;&nbsp;</span></p></li><li><p style="text-align:left;"><span>Demonstrating measurable improvement in qualitative brand-voice audits or quality assurance reviews.&nbsp;</span></p></li><li><p style="text-align:left;"><span>Providing documented backup support plans for DTC during new product launches and peak seasons.&nbsp;&nbsp;</span></p></li><li><p style="text-align:left;"><span>Tracking and report spikes in customer questions, issues, or escalations during these periods and present insights to the Head of DTC Customer Service.&nbsp;</span></p></li><li><p style="text-align:left;"><span>Upholding and reinforcing internal operational standards, including the timely execution of tasks, proper documentation, and accurate use of systems (Zendesk, BigCommerce, SAP).&nbsp;</span></p></li><li><p style="text-align:left;"><span>Delivering quarterly recommendations to the Head of DTC Customer Service on process enhancements that support efficiency and brand consistency.&nbsp;</span></p></li><li><p style="text-align:left;"><span>Identifing gaps in customer-facing content, event support materials, retail partner information, or training resources.&nbsp;</span></p></li><li><p style="text-align:left;"><span>Creating or request new content, FAQs, or process documents when emerging customer questions or brand opportunities arise.&nbsp;</span></p></li><li><p style="text-align:left;"><span>Maintaining clean, organized logs of issues, escalations, trends, SOP updates, and product-specific questions.&nbsp;</span></p></li><li><p style="text-align:left;"><span>Ensuring all information is easily accessible to leadership and cross-functional partners for decision-making.</span></p></li></ul></div><p></p><p><strong>You'll have;</strong></p><ul><li><p><span>A passion for customer satisfaction and a willingness to exceed customer expectations.</span></p></li><li><p><span>Enthusiasm for contributing to team success and supporting colleagues.</span></p></li><li><p><span>Detail orientated.</span></p></li><li><p><span>A Passion for service excellence.</span></p></li></ul>