Job Description

Welcome to MinaLima! Founded in 2009 by Miraphora Mina and Eduardo Lima, the graphic designers who imagined and created the graphic universe of the Harry Potter(TM) film series for Warner Bros. Their partnership has flourished through all the subsequent films with their prop designs inspiring a range of their own merchandise products and art prints. This has enabled our Retail arm "The Art Printorium" to continue to expand and we are now a very successful small business with robust international growth plans.

About the Role:

The

Customer Services Assistant

at MinaLima's retail arm, "The Art Printorium," based in Teddington plays a pivotal role in ensuring exceptional customer and wholesale support as the business expands internationally. We are seeking a highly organised, flexible, and communicative individual to manage all aspects of fan and customer interaction, from promptly responding to enquiries to coordinating with our Marketing, Website, and Fulfilment teams. The ideal candidate will be hands-on, possess strong IT skills (ideally with Gmail, Google Docs, and Google Sheets), and embody our core values of

Craft, Care, Curiosity, Courage, and Community

to deliver magical experiences for our fans.

Responsibilities:

Customer Services Charter:

Respond to all customer enquiries within 24 hours. If an immediate answer is not possible, send an email explaining what is happening. Keep fans updated while they wait for a resolution. Where possible, check in with every fan after resolution is reached (this will depend on the volume of enquiries). Develop a seamless dynamic with the Marketing team for a cohesive response to our fans.

B2C (Talking to our Fans/Customers):

Answer emails from the orders@ and contact@ inboxes. Answer the phone inquiries. Deal with shipping partners like Global-E, FedEx, and FIC. Chat with other teams when needed:

Marketing:

Tell them about shipping delays or other stuff that needs to be shared on social media. Help them with tricky replies.

Website:

Let them know about products that are out of stock or back in.

Fulfilment:

Handle order cancellations and changes to details.

Manage returns: receive the goods, talk to the fans, process refunds, and update the systems. Tell fans ASAP if their products are out of stock or their order is delayed. Check Cin7 for new orders, sort them by date, and separate prints from other products. Organise resends for fans, create the new order, and send a payment link if they need to pay for shipping. Handle office management stuff: order supplies (FedEx, coffee, snacks, etc).

B2B (Working with Wholesalers):

Help out with the wholesale@ inbox and general admin. Send product photos and text to wholesalers via WeTransfer when they ask. Keep an eye on wholesale@minalima.com and nudge the right person if a reply is urgent or delayed. Review and sort new potential wholesalers. Send new wholesale details to approved partners. Order special customer barcodes (Universal ones). Keep track of shipping numbers for Warner Bros. orders going to the USA and Japan. Under the Wholesale Manager, make sure orders get to our "embassies" in time for new launches. Work with Marketing to support wholesale promos, launches, and sales stuff.

Essential Skills:

Excellent communication skills, both written and verbal. Flexible approach to working, hands on and regularly supporting colleagues where needed. Strong IT skills, ideally Gmail, Google Docs and Google Sheets. Excellent organisational and time management skills.

At MinaLima:

We strive for great and are unapologetic in pursuit of excellence in our craft We work with courage and conviction in delivering magical experiences and outcomes We own our growth and take responsibility for our progress We try new things and take thoughtful risks We support and nurture our people, our brand and our fans We are open, welcoming and inclusive at all levels and we treat everyone with respect

The Details:

30 hours per week, Fixed-Term Contract, 6-Months (9:00 AM to 3:00 PM). 12.21 per hour (Reviewed 1 April, 2026). Location - Teddington, Greater London. You must have the Right to Work in the UK.

To Apply:

We'd love to hear from you! Please send us a short email telling us why you'd be a great fit for this role along with your CV:

recruitment@minalima.com

Subject line reference:

Job Application_Customer_Services_January_2026

Job Type: Part-time

Pay: 12.21 per hour

Expected hours: 30 per week

Benefits:

Company pension Employee discount Referral programme Store discount
Ability to commute/relocate:

London: reliably commute or plan to relocate before starting work (required)
Work authorisation:

United Kingdom (required)
Work Location: In person