Q&A with Pantherella Group’s customer services manager, Amanda Jackson

As the Pantherella Group’s customer services manager, Amanda Jackson is on the frontline when it comes to dealing with the eclectic mix of enquiries we receive. ?

With plenty of experience, she looks after a team that reports directly to her, so we caught up with Amanda to discover exactly what weird and wonderful things she encounters day to day – including dealing with some splendid A-listers...?

Could you give us a potted history of your time with the company from day dot??

?I began working here in 2007. Soon after I started an opportunity came up for the office supervisor role. I had only been with the business for a few months, but decided to apply and was successful. The previous supervisor had retired after 50 years of service, so no pressure. I’ve since been customer services manager for the past five years.??

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What does your current day-to-day involve???

My day-to-day involves overseeing the customer services department, including e-commerce, and giving support to my team and my supervisor, Ann. Ensuring all orders are processed and shipped on time. Supporting the sales managers, agents and distributors. I also look after the couriers for the business to ensure that everything runs smoothly with shipments. I support the group commercial merchandiser with his role, which was new to the business at the end of 2022, and I am involved with stock levels ensuring the balance is right to service our customers and work within budgets.?

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What’s been the most fulfilling request you have had to deal with??

We once put together a large order going to Ukraine. The customer had refugees staying with her who had been making and selling pictures to raise money and wanted to buy as many pairs as they could of a certain boot sock. We organised a discount and later learnt the socks were being sent to soldiers on the front line. It was nice to be able to do something small for a good cause.?

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We know A-listers love Pantherella. Who have you dealt with over the years??

Oh, many. We’ve handled enquiries for Felicity Kendal, Justin Bieber, Ellie Golding, Sam Smith, Labrinth, Beyoncé for Vogue magazine, and gifts for P Diddy’s 50th birthday party guests including Jay Z, the Kardashians and Oprah Winfrey. One of my team enjoyed monogramming some socks for Kasabian, who also come from Leicester. We’ve also helped John Bradley from Game of Thrones, Regé-Jean Page from Bridgerton, Tom Felton from the Harry Potter movies, and a recent request for Brad Pitt and Javier Bardem was also rather exciting. We’ve even supplied socks to the King while he was still Prince Charles and Daniel Craig for his role as James Bond.?

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Tell us about your team…???

They’re amazing. They all have their own individual personalities, which helps when assisting each other with day-to-day challenges. We sometimes have some great laughs, sharing experiences of concerts, activities, and festivals outside of work.??

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What’s the best thing about working at Pantherella??

The culture has improved since I joined the business. The HR manager has implemented many changes for the business and made people the main focus, from social to mental health awareness, hybrid working, life insurance, and so on. We are a small family business and we care about the people who work here, and of course our customers.??