Job Description

Do you have a passion for gaming?

At Magic Madhouse, we are passionate about bringing trading card games and tabletop gaming to enthusiasts across the UK and beyond. As an established premier online destination, we pride ourselves on offering an extensive selection of products to cater to both newcomers and seasoned players.

Every order placed may very well represent someone's next big game night, potential tournament victory, or a long-awaited item they saved for. And because condition matters, timing matters, and most importantly, our customers care, and that's where you come in.

Why we are different?

Because our customers aren't just any customers, they're fans, collectors, players, parents, GMs, Judges, Pokemon trainers, and Warhammer painters... They care about every detail, and they notice .

Some of our queries are heartfelt, chaotic, and sometimes ruddy mysterious. But every one of them deserves a human with a helpful response and not a soulless script. We pride ourselves on not just solving problems but engaging with people.

The role

You'll be responsible for all things customer service, managing a small and passionate team who deal with every kind of customer query. From "Where's my parcel?" to "This foil card has a scratch." to "I just placed an order; can I cancel it because I ordered the wrong type of RPG adventure."

Our operations are fast-paced, complex, and always evolving. In any given day you could be untangling a shipping issue, celebrating a glowing Trustpilot review or developing existing processes to cater for new rules set by a supplier.

You will be working with a kind, hardworking, and games-savvy bunch who genuinely care about what they do. Whether they know the lore of Magic: The Gathering and can help customers build decks or are looking for a new exciting adventure.

We train for skill, we hire for attitude, and we believe that empathy is the most underrated superpower in customer service.

You'll need to:

Promote a positive, problem-solving culture in your team. Spot trends, report feedback, and collaborate with other departments to improve customer journeys. Get stuck into resolving customer queries, especially the complicated or sensitive ones that need a calm hand and quick thinking. Work closely with the warehouse and marketing teams to make sure the promises we make can be kept on time, and in full.
And you're key responsibilities will include:

Performance reviews, mentoring where necessary. Assisting the customer service team with day-to-day queries. Analyse processes and look for efficiency changes and improvements. Act as the escalation point for customers. Monitor review platforms, responding and following up, looking for resolutions. Deal with payment disputes and lost parcels claims. Proactively liaising with other departments, understanding issues and managing customers' expectations. Managing the returns process.
Job Type: Full-time

Pay: 33,000.00-37,000.00 per year

Benefits:

Employee discount Free parking
Schedule:

Monday to Friday
Work Location: In person

Reference ID: MM03