Brand Customer Service Advisor

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 Brand Customer Service Advisor is a key ambassador for all things Jellycat, serving as a knowledgeable, customer-focused resource across the entire brand experience. This role partners closely and consistently with our DTC, Wholesale, Marketing, and Brand teams to ensure seamless communication, alignment, and support across all customer-facing channels.

In this position, you will play a vital role in assisting customers with purchases made in person — whether through our valued retail partners, key accounts, or at Jellycat Events, Activations, and PopUps. You will help uphold and protect the Jellycat experience, ensuring that every customer receives friendly, informed, and joyful support that reflects our brand values.

This role is essential in expanding both brand knowledge and service excellence. You will help elevate the customer journey by leveraging deep product understanding, strengthening brand awareness, and delivering consistent, exceptional experiences across all touchpoints. Through cross-functional collaboration and proactive communication, the Brand Customer Service Advisor contributes to a unified, best-in-class service environment that delights customers wherever they meet Jellycat.

This will role will be based on a shift pattern Monday – Sunday.

You'll be;

• Partnering cross-functionally with the DTC, Wholesale, Marketing, and Brand teams to ensure aligned, accurate, and timely customer-facing information across all channels.

• Understanding and supportting the full customer journey, with awareness of both in-store and online experiences, ensuring customers receive consistent and brand-aligned guidance wherever they encounter Jellycat.

• Monitoring, documenting, and tracking in-person customer concerns from retail partners, pop-ups, key accounts, and events/activations, ensuring all insights are communicated to the correct departments for action

• Providing a genuine, joyful consumer connection, delivering exceptional experiences that are engaging, efficient, and personalized while authentically representing the Jellycat story.

• Communicating clearly and professionally across all service channels – phone, email, live chat – ensuring customers receive timely and helpful support.

• Meeting all departmental KPIs, including response time, resolution quality, customer satisfaction, and consistency of brand-voice communication.

• Partnering with the DTC team as needed, serving as a backup during new product launches, high-traffic periods, and peak operational seasons to support seamless customer experiences.

• Upholding and modeling operational standards, supporting leadership by reinforcing best practices, process adherence, and a unified brand-forward approach to customer service.

You'll have;

• A positive attitude to helping customers; previous customer service experience is ideal.

• Professional writing manner and being able to effectively communicate to our customers.

• Excellent interpersonal skills and can-do attitude with problem solving.

• Ability to handle a busy workload (during peak), able to prioritize and be flexible.