EU Customer Service Team Leader (Wholesale)

Location: London, UK; hybrid work with a minimum of three days per week in the office

Company

hirify.global creates original, collectible soft toys and brings playful products to customers worldwide.

What you will do

• Lead a wholesale Customer Service team of eight specialists and act as their first point of contact.
• Set clear team goals and KPIs, monitor performance, and improve the overall level of customer service.
• Coach and develop the team through regular one-to-ones, performance reviews, and quality reviews.
• Resolve complex customer queries, process orders and queries in SAP, and complete follow-up actions.
• Maintain hirify.global’s tone of voice and brand standards in customer interactions.
• Collaborate with hirify.global stakeholders to ensure customer service actions are completed on time.

Requirements

• Experience managing a large customer service team.
• Experience developing processes and setting KPIs.
• Strong, clear communication skills and a personable, approachable team-player style.
• Sound commercial awareness.
• Excellent Excel and PowerPoint skills.
• SAP or D365 experience and Zendesk or similar experience.

Nice to have

• Additional European language skills, particularly German, French, Spanish, or Italian.
• Experience working in the UK or EU gift industry.

Culture & Benefits

• Discretionary annual bonus based on company and individual performance.
• Vitality health cover with optical and dental benefits, plus life insurance at four times basic salary.
• 25 days of paid holiday and a company-supported approach to work-life balance.
• Confidential health and wellbeing support through Health Assured.
• Subsidised buffet breakfast and lunch prepared by a private chef on Mondays, Tuesdays, and Thursdays.
• Salary sacrifice pension scheme through Scottish Widows with 5% company and employee contributions.