DTC Customer Service Advisor

Full job description
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.

You will be a proactive and customer-focused Customer Service Advisor, working as part of our DTC (Direct to Customer) team, which supports website sales for the UK and EU markets. In this role, you will manage customer interactions across phones, emails, and live chat, ensuring every customer receives exceptional service. You’ll take ownership of tasks such as processing order edits, liaising with external couriers and internal teams, and delivering proactive communications to keep customers informed.

You will also work towards achieving set KPIs, including response times, resolution times, and customer satisfaction scores, contributing to the smooth operation of our DTC team and the overall success of our customer experience. This is a fast-paced, dynamic role where your dedication and attention to detail will make a real impact.


Please note: The hours for this role will be from 11:30am - 8pm.

You'll be;

Managing customer interactions across phones, emails, and live chat, providing exceptional service and resolving queries effectively.
Proactively communicating with customers regarding order updates, delays, and resolutions.
Processing order edits, including changes, cancellations, and special requests, with accuracy and efficiency.
Liaising with external courier services to resolve delivery issues, track shipments, and escalate concerns when necessary.
Collaborating with internal departments, such as operations and logistics, to address customer needs and ensure smooth order fulfilment.
Achieving set KPIs, including response times, resolution times, and customer satisfaction scores, to maintain high service standards.
Monitoring and prioritise daily tasks to meet deadlines and maintain service quality.
Providing feedback on recurring customer concerns to improve processes and enhance customer experience.
Supporting team initiatives and adapt to changing priorities in a fast-paced environment.
You'll have;


A Minimum of 2 years of experience in a customer service role, ideally in a direct-to-customer (DTC) environment or e-commerce setting.
Excellent written and verbal communication skills for professional customer interaction.
Strong organisational skills with the ability to manage and prioritise multiple tasks effectively.
A Proficiency in using customer service management tools and systems, such as Zendesk software.
Competency in Microsoft Office Suite, particularly Excel, Word, Teams and Outlook.
A proactive, problem-solving mindset, with the ability to take ownership of customer queries from start to finish.
Detail-oriented with a commitment to accuracy and delivering high-quality work.
Resilient and adaptable in a fast-paced, dynamic environment.
Positive and empathetic attitude when dealing with customers and team members.
Ideally some previous experience in managing live chat systems/phone-based customer service.
Ideally experience with specific e-commerce platforms or order management systems, such as Big Commerce.