- Customer Service
Every call is a chance to connect: Meet Phoebe ☎️
As a Consumer and Shopper Engagement Advisor, Phoebe, uses her passion for storytelling and deep knowledge of LEGO® products to make every customer interaction a meaningful one. From problem-solving to enabling people to get more from play, when someone reaches out, she’s there to help.
"The LEGO Group has been part of my life for as long as I can remember"
“My love of LEGO bricks began long before I joined the company. I grew up in the Netherlands with three siblings, and we had this massive box of LEGO bricks. We’d build entire houses, creating little spaces for each room. Whether or not we remembered to include stairs was another story.
“This deep-rooted emotional connection makes working here feel very natural. It also helps me to understand customers more.”
Solving problems, one brick at a time
For Phoebe, every customer interaction is an opportunity to make someone’s day better.
“I love problem-solving. Whether it’s a missing part, a hard-to-find instruction manual, or a technical question about a complex LEGO set, I want to be the person who helps find a solution. There’s something really satisfying about taking a call where someone is frustrated and ending it with them feeling happy and supported.
“I remember one customer had an old LEGO set from the ‘80s but had lost some key pieces. They were devastated because the set had so much sentimental value. I spent time searching for solutions—finding replacement parts, tracking down old instructions, and even suggesting ways to recreate missing elements. Seeing how happy they were to rebuild their treasured set made my day.”
Becoming a LEGO encyclopedia
Over time, Phoebe has built an impressive knowledge of our vast product catalogue.
“Some customers just give me a vague description—‘It’s a spaceship, but not Star Wars’—and I instantly know the set number. You start to recognise patterns, and certain products just stick in your mind. It’s fun when you can instantly help someone based on memory alone.
“For me, what sets our customer service apart is the genuine relationships we build through each conversation. It’s not just about answering questions. It’s about making people feel heard. Sometimes, you recognise a customer’s name from a previous call, and that little moment of familiarity makes a huge difference. They feel valued and part of the LEGO fan community.”
That personal touch is something Phoebe strives to bring to every interaction.
Collaborating to build ‘joy’
Phoebe also credits her team’s support and knowledge-sharing culture as a key part of her success.
“We have an amazing system of sharing insights. If I learn something new—like a workaround for a common issue—I share it with my colleagues, so we all get better together. It means we’re always improving and providing the best experience possible.”
“When you work here, you realise LEGO bricks are more than just a toy—they’re part of people’s childhoods, their creativity, their family traditions. Helping someone reconnect with that joy, even in a small way, is what makes my role so special.”
Just imagine your LEGO® career.