WHO WE ARE
Jaques of London is the oldest toys and games brand in the world. We describe ourselves as a 230-year-old start-up: proud of our heritage, but always looking for better ways to bring play to families today.
Founded in 1795, Jaques has been at the heart of play for generations, from inventing croquet and table tennis to crafting the wooden toys and family games we sell today.
Our mission is simple: to spread the power of play. We are at an exciting stage of growth and are looking for an ambitious, people-focused individual to help us deliver an exceptional customer experience as we scale.
Job Summary
This role co-ordinates the day-to-day customer service function at Jaques of London while helping us turn customer feedback into clear, useful insight for our product, marketplace and marketing teams.
You will manage and support a small team of virtual part-time team members who handle day-to-day ticket resolutions, stepping in personally to own complex or escalated cases that require greater judgement and experience.
Beyond managing customer enquiries, you will play an important role in how we understand our customers, producing structured feedback reports for our product team and overseeing our company review presence across all relevant channels. You will also support our Marketplace and Marketing teams by using customer feedback to help improve listing content, product guidance and paid media creative briefs. Your insight will directly inform product decisions, customer experience improvements and marketing activity.
Responsibilities
Team leadership
· Managing and supporting two team members, overseeing workload, quality and day-to-day performance.
· Setting clear expectations for ticket response times, resolution standards and customer tone of voice.
· Reviewing and improving team processes to maintain a consistently high standard of service.
· Supporting team members with guidance, feedback and practical coaching where needed.
Customer service & escalations
· Owning escalated, complex or sensitive customer enquiries that require senior judgement.
· Handling complaints and disputes through to resolution, maintaining a calm and brand-appropriate tone at all times.
· Processing and monitoring customer orders, tracking shipments, and proactively communicating updates.
· Liaising with warehouse, logistics and wider internal teams to resolve fulfilment issues.
Reporting & customer insight
· Producing regular product feedback reports for the product team, capturing faults, defect patterns and common customer complaints.
· Monitoring and managing company reviews across relevant platforms, responding where appropriate.
· Maintaining accurate customer records and interaction history within the CRM system.
· Identifying patterns and themes in customer feedback and sharing insights with the Marketing and Product teams.
· Helping the business understand what customer feedback tells us about our products, listings, delivery experience and brand promise.
Content support
· Assisting with product listing updates by highlighting common customer questions, product misunderstandings and recurring review themes.
· Supporting listing content creation, including clearer feature wording, FAQ content, product guidance and customer education points.
· Sharing real customer language, objections and use cases to help improve product pages.
· Supporting the Marketing and Marketplace teams with customer-led ideas, product listings and paid media creative.
· Assisting with simple ad content briefs by identifying key benefits, customer pain points, and product reassurance points from reviews and customer enquiries.
CRM & operations
· Managing the CRM system effectively, ensuring data integrity across customer records, order information and communication history.
· Extracting data from the CRM to generate reports and support business decision-making.
· Identifying opportunities to improve operational efficiency within the customer service function.
· Helping to create clear processes that allow the team to work consistently and confidently.
WHAT WE ARE LOOKING FOR
We would love to hear from you if you have:
· A minimum of two years’ customer service experience, ideally with experience supervising, mentoring or coordinating others.
· The confidence and judgement to handle escalated or sensitive customer situations independently.
· Experience managing or coordinating the work of others, including remote or part-time team members.
· Strong written and verbal communication skills, with the ability to adapt tone for different situations.
· A curious and willing to learn approach to reporting, with confidence in turning customer feedback into a concise, actionable summary.
· Working knowledge of CRM systems.
· Excellent organisational skills and the ability to manage multiple priorities simultaneously.
· A genuine interest in the customer experience and what it tells us about our products and brand.
Pay: £28,000.00 per year
Benefits:
- Casual dress
- Company pension
- Employee discount
- Free parking
- On-site parking
Experience:
- Customer service: 2 years (preferred)
Work Location: In person
