Customer Relations Executive - FTC 12 months

Farrow & Ball; Wimborne Minster; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A luxury British lifestyle brand is seeking a Customer Relations Executive in Wimborne to manage complaints and provide product expertise. This role offers a full-time fixed-term contract with flexible working arrangements, excellent customer service skills, and complaint management experience being essential. The company champions diversity and inclusion and provides various employee benefits including annual leave and pension schemes.

Benefits

25 days’ annual leave plus bank holidays

Enhanced Maternity and Paternity pay

Staff discount on products

Health Cash Plan

Group Pension Scheme

Cycle to Work scheme

Qualifications

• Proven track record in advanced complaint management.
• Experience in a customer service office-based environment is desirable.

Responsibilities

• Take ownership of product and service-related complaints across the UK & EU.
• Manage own caseload and customer escalations across all channels.
• Provide technical and complex advice on product usage.
• Manage relationships with customers and key stakeholders.

Skills

Excellent customer service and communication skills

Ability to build rapport

Strong listening skills

Negotiation skills for compensation requests

Language skills in French or German

Job description

Farrow and Ball - Customer Relations Executive, Wimborne, 37.5 hrs - FTC 12 months

We are currently looking for an empathetic and conscientious individual with complaint handling experience to join our Customer Service team in Wimborne as a Customer Relations Executive. This position is offered on a full-time basis as a Fixed Term Contract for 12 months, working Monday-Friday, 37.5 hours per week, with shifts between 8:30 am and 6:00 pm. There is flexibility for fully remote, hybrid, or fully office-based working.

Farrow & Ball is a luxury British lifestyle brand known for richly pigmented paint and handcrafted wallpaper, using print methods dating back 300 years and the finest ingredients. Established in Dorset in 1946, we have grown over the last 75 years and now have 60 showrooms worldwide and a global network of stockists.

The key to our success is our passionate craftsmen, showroom teams, and support functions who ensure our customers have a positive, engaging experience at every stage of their journey with us.

As a Customer Relations Executive, you will take ownership of product and service-related complaints across the UK & EU. You will manage your own caseload and be responsible for customer escalations across all channels. The ideal candidate will have previous experience within a fast-paced customer service team.

What we expect from you as a Customer Relations Executive

Key Responsibilities:

• Full ownership of complaints, including logging, investigating, and resolving product and service-related issues across UK & EU
• Manage caseload to ensure SLA adherence and prioritize as needed
• Be a product expert, providing technical and complex advice on product usage
• Manage relationships with customers, third parties, and key stakeholders

Key Experience:

• Proven track record in advanced complaint management
• Experience in a customer service office-based environment (desirable)

Key Attributes:

• Excellent customer service and communication skills, adaptable to various channels
• Ability to build rapport and engage across different markets
• Ability to identify and escalate themes or trends, working with R&D team
• Negotiation skills for compensation requests
• Strong listening skills and ability to remain calm, demonstrating a trusted customer experience
• Language skills in French or German are advantageous

What You Can Expect From Us

• 25 days’ annual leave plus bank holidays, increasing with service
• Annual salary reviews based on performance
• Enhanced Maternity and Paternity pay
• Staff discount on F&B products
• Access to retail discounts platform
• Employee Assistance Programme with 24/7 support
• Health Cash Plan
• Company Sick Pay
• Group Pension Scheme, matched by F&B
• Life Assurance
• Refer a Friend scheme
• Cycle to Work scheme
• Season Ticket Loans for travel

At Farrow & Ball, diversity, equity, and inclusion (DE&I) are core to our culture. We value diversity as a key to creativity and are committed to creating an environment where everyone is treated fairly and can be themselves. We welcome applications from all backgrounds and are happy to offer reasonable adjustments or additional support during the application process. Please let us know how we can assist.