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Customer Service Business Agent, Rainham
Client:
Fortune Brands Innovations
Location:
Job Category:
Other
EU work permit required:
Yes
Job Reference:
8e0a8a851e83
Job Views:
9
Posted:
09.02.2025
Expiry Date:
26.03.2025
Job Description:
Fortune Brands Innovations is a US-based company, listed on the New York Stock Exchange, that owns and develops a dynamic portfolio of brands for homes worldwide.
Our specialist kitchen and bathroom division, Fortune Brands Water Innovations, is made up of a collection of leading luxury UK brands: Shaws of Darwen, Perrin & Rowe, and Victoria & Albert Baths, marketed under the umbrella brand, House of Rohl.
Aqualisa completes our portfolio with its market-leading digital showering technology.
All of our brands are united by a belief in design, innovation, and craftsmanship, leading to beautiful and high-quality products.
With manufacturing sites throughout the UK and a House of Rohl showroom at the Design Centre in London, we currently employ over 600 people who are dedicated to delivering excellent products and service throughout our supply chain. A new multi-million pound state-of-the-art facility at the i54 Business Park in Wolverhampton will be completed later this year, generating exciting new opportunities across the business as we continue to grow.
Our people are what make our business, and we truly care about creating a ‘Home for All’ where employees are empowered to make a difference and able to bring their authentic selves to work. We are passionate about rewarding excellence and helping people to grow, both personally and professionally, during their time with us.
If you are looking for opportunities within a progressive, innovative, and nurturing organisation, and have the energy, passion, and commitment to deliver excellence, we would love to hear from you.
We currently have an exciting opportunity to join us as a Customer Service Business Agent within our Customer Service Team.
In a nutshell, you will be responsible for:
Delivering a high standard of customer experience by providing critical troubleshooting advice and resolving technical queries. Customer satisfaction and effective communication are of the highest priority in supporting the high-end products and services offered across the House of Rohl and Aqualisa product brands.
What you are already great at:
* Working as part of a team in delivering a high standard of service to our consumers.
* Handling approximately 20-25 inbound calls per day (25%).
* Escalating unresolved or complex issues to the relevant department or higher-level when necessary.
* Engaging and supporting the UK and EMEAA Sales force.
* Recording consumer complaints/quality issues on CRM.
* Processing orders, product registrations, and refunds for card payments.
* Responding within department SLA to queries, product information, technical support, order discrepancies, warranty claims.
* Proactively actioning and managing emails sent to the team mailboxes.
* Collaborating with other departments and sister companies ensuring information and processes are integrated and aligned.
* Full process handling for the return of faulty products, ensuring all relevant procedures are followed.
* Any other duties as required by the Manager for the smooth and efficient operation of the department.
* Recording clear and accurate details of consumer interactions.
* Gathering customer feedback to improve products, services, and customer experience.
* Adhering to company policies and procedures.
For this role we would need you to demonstrate:
* Minimum of 2 years proven experience in contact/call centre/customer service environment.
* Experience of working within a premium/luxury brand (desired).
* Excellent written and spoken English (essential).
* Ability to use own initiative in a proactive manner.
* Strong attention to detail (essential).
* Possess the ability to problem solve, prioritise, and work under pressure.
* Have excellent customer service, relationship, and communication skills.
* Be proficient in MS Office Suites (desired).
* CXone/Hubspot CRM knowledge (desired).
* Enjoy working as part of a well-established team.
* Willingness for continuous learning and development.
Core Competencies:
* Passion for Excellence in the Customer Experience
* Ability to Retain Technical Information
* Problem Solving Skills
* Time Management and Organisation
* Adaptability, Flexibility, and Resilience
* Natural Drive and Initiative
Our Values:
* Aligned – in our work together
* Agile – in the face of challenge
* Accountable – to our promises
* Action – with integrity and transparency
Why work for us:
We reward our employees not just for the big headline results; we reward our teams for how you have positively contributed to the business, which isn’t always defined by hitting a financial target.
We have a pay-for-performance culture and reward annually on results. In an ever-changing environment, it’s key that you are a curious and nimble learner. We succeed as a team, so the ability to collaborate is essential. And to continue to grow and continually challenge, you need to ensure you are able to both plan and align so we are all pulling in the same direction.
The benefits bit:
* 33 days holiday (inclusive of Bank Holidays)
* Employee Assistance Programme
* Life Assurance
* Health & Wellbeing Programme, including health cash plan and employee assistance
* Pension Plan
* High St Reward Scheme
* Refer a Friend Programme
* Free Parking
* Frequent Technology User Free Eye Care
* Employee Recognition Programme
As an employer who values you, you will be welcomed with open arms and supported to succeed.
Our hiring process:
* You will be contacted by a member of our resourcing team for an initial discussion, which may be on Teams.
* You will be invited to site for either a 1 or 2 stage process depending on the role.
* We will inform you ahead of your interview what we will be discussing; we want to give you the opportunity to shine in these meetings.
* Successful candidates will be notified and the start date will be confirmed for when you will be beginning your Fortune Brand journey.
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