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.
The role
This is a varied, hands-on role sitting at the heart of our eCommerce operation. You will coordinate our customer service function — managing a small team, owning escalated cases, and making sure every customer interaction reflects the Jaques standard. Alongside that, you will help turn customer feedback into useful insight for our product, marketplace and marketing teams, supporting listing content, reviews and product reporting.
If you are organised, people-focused and curious about eCommerce, this is a great role to build real breadth of experience.
What you'll be doing
- Coordinating a small team of two virtual assistants — managing workload, quality and day-to-day support
- Owning escalated or complex customer enquiries across email, phone and marketplace platforms
- Managing our CRM system and maintaining accurate customer records
- Producing regular product feedback reports for the product and marketing teams
- Monitoring and responding to company reviews across all channels
- Supporting marketplace listing content using real customer language, questions and feedback
Who you are
- Experienced in customer service, ideally with some experience coordinating or supporting others
- A clear, confident communicator — written and verbal
- Organised and comfortable managing multiple priorities at once
Curious about eCommerce and keen to develop your skills in a growing digital business
What we offer
- £28,000 per annum
- Birthday leave — a paid day off every year on your birthday
- 50% staff discount all year round
- Hands-on experience with AI tools and how we use them across our eCommerce operation — a real growth opportunity as we build this capability together
- Free on-site parking
- Team socials and company events
- Casual dress
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
