Fortune Brands Innovations are 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, which we market under the umbrella brand, House of Rohl.
In addition, Aqualisa completes our portfolio with its market leading digital showering technology.
All of our brands are united by a belief in design, innovation and craftmanship, 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 Senior Customer Service Manager within our growing Customer Service Team.
In a nutshell you will be responsible for:
You will be accountable for managing and leading the Customer Service Teams across our House of Rohl EMEAA locations. You will be based at the i54 site but will need to travel to other locations (Rainham, Essex & Darwin) as required to carry out your duties. You will have day-to-day responsibility for the Customer Service teams ensuring that SLA’s and KPI’s are achieved, whilst developing and implementing the Customer Service strategies and ensuring the delivery of exceptional service to our consumers and customers. This role requires a balance of strategic thinking, team management and hands-on problem-solving to maintain and improve customer satisfaction plus identifying continuous improvement opportunities. You will report to the Head of Customer Service, House of Rohl EMEAA.
What you are already great at:
Leadership & Team Management
* Lead, mentor and manage the Customer Service teams
* Conduct regular 1-2-1 Performance and Quality Assurance audits providing constructive feedback to the agents
* Develop individual and team training programs to enhance the skills of the Customer Service Team
o Deputise for HoCS, House of Rohl EMEAA as required
Customer Service Strategy
* Develop and implement Customer Service policies and procedures that align with company goals
* Analyse customer feedback and data to identify areas for improvement and implement necessary changes in agreement with the HoCS, House of Rohl EMEAA
* Daily monitor and ownership of the Customer Service Teams SLA’s and KPIs, both individually and overall team performance levels. Providing feedback to HoCS, house of Rohl EMEAA
Operations Management
* Oversee daily operations of the Customer Service department, ensuring efficient workflows and processes across all contact channels.
* Handle escalated consumer and customer complaints and work towards a quick and effective solution.
* Collaborate with other departments (eg. Sales, Marketing and Product Development, Operations and Supply Chain) to ensure a seamless customer experience
Continuous Improvement
* Identify opportunities for process optimisation and implement improvements
* Drive initiatives to enhance customer satisfaction, retention and loyalty
Reporting & Analytics
* Prepare regular reports on Customer Service metrics and present findings to HoCS, House of Rohl EMEAA
* Use data analytics to predict customer needs and pre-empt potential issues to collaborate resolution with the relevant internal departments
* Prepare any other reports as and when required by the business
Technology & Tools
* Ensure the Customer Service team is fully trained and proficient in using the tools provided
* Identify and improve efficiencies
Customer Engagement
* Develop and maintain strong relationships with our key customers
* Lead initiatives to gather and analyse customer feedback, using insights to enhance our service offering.
* Represent the company in customer interactions when necessary
Team Culture
* Maintain a professional and safe working environment with excellent service standards
* Be a confident and credible influencer in project scope and solution definition through leverage of strong communication and internal consulting skills
For this role we would need you to demonstrate:
* Excellent interpersonal skills, with highly effective levels of English communication, both oral and written, with business customers and internal colleagues.
* Good analytical thinking and a solution focused mind set as Data Analysis is a key part of this role.
* A practiced self starter confident managing projects with conflicting priorities
* Minimum 5 years proven experience in working as a team Manager in a Customer Service environment
* Experience of working within premium/luxury brands
* Experience of B2C and B2B
* Excellent leadership, solution solving and organisational skills
* Enthusiasm for providing exceptional customer experience
* Agile thinking, ability to learn and retain technical information with strong attention to detail and accuracy
* Ability to diffuse situations and remain calm under pressure
* Excellent collaborative skills, promoting team spirit
* Natural drive and initiative
* Proficient in MS Office Suite
* CRM knowledge an advantage
* Ability to speak a second European language an advantage
What your colleagues say about you:
* Customer-centric approach
* Strategic thinking and planning
* Decision-making and accountability
* Adaptability and resilience
* Leadership and mentoring
Our Values :
Cultivates Innovation - Always remain curious.
Active Learner - Take every opportunity to grow your own capability.
Collaborates - Use your network, sharing knowledge and skills.
Plans and Aligns - Make it relevant, make it purposeful
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 and that 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 its 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
Annual Incentive Plan Bonus Structure
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
Flexible working model
High 5 Employee Recognition Programme
And as an employer who values you, you will be welcomed with open arms and supported to succeed.
Our hiring process:
1. You will be contacted by a member of our resourcing team for an initial discussion, this may be on Teams.
2. You will be invited to site for either a 1 or 2 stage process depending on the role.
3. 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.
4. Successful candidates will be notified and the start date will be confirmed for when you will be beginning your Fortunes Brand journey.