Customer Service Advisor

Farrow & Ball; Wimborne Minster; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A luxury British lifestyle brand is seeking a Customer Service Advisor in Wimborne to deliver exceptional customer experiences. This full-time role involves managing customer queries and providing expert product advice in a hybrid working model. Successful candidates should have a strong background in customer service and excellent communication skills. The position offers a range of employee benefits, including generous annual leave, staff discounts, and a supportive work environment.

Benefits

25 days annual leave

Annual salary reviews

Generous staff discount

Health Cash Plan

Group Pension Scheme

Qualifications

• Previous experience in a customer service department or call center.
• Exceptional verbal and written communication skills.
• Quick thinking and strong attention to detail.

Responsibilities

• Build strong relationships with customers across various platforms.
• Provide colour and product advice.
• Handle delivery queries effectively.

Skills

Customer Experience

Communication

Problem Solving

Multi-Tasking

Tools

Microsoft Office Suite

Job description

Farrow & Ball - Customer Service Advisor - Wimborne (37.5 hours per week)

Are you passionate about delivering exceptional customer experiences? Farrow & Ball are currently looking for an experienced and dedicated individual to join our Customer Services team in Wimborne as an Advisor. We are offering this position on a full-time basis—Monday to Friday (shifts between 8am-8pm, with occasional Saturdays). This position is also offered on a hybrid working basis with the expectation to connect with colleagues and team two to three times per week in office.

Farrow & Ball is a luxury British lifestyle brand that prides itself in creating richly pigmented paint and handcrafted wallpaper, using print methods dating back 300 years and the finest quality ingredients. The unique Farrow & Ball look transforms modern and traditional homes, large and small, inside and out. Established in Dorset in 1946, we have grown over the last 75 years and now proudly have 60 showrooms worldwide with a global network of stockists.

The key to our success is the people behind the paint: from the team handcrafting each tin to showroom staff to support functions, our shared passion ensures customers have a positive, engaging experience at every stage of their journey with us.

As a Customer Service Advisor, no two days are the same! Being on the front line you’ll deal with a variety of queries, driving a sale through service ethos from recommending colour schemes and advising on which of our exceptional finishes to use, to being the point of contact when things in the order journey don’t go to plan. If you thrive on providing best in class service, in a fast‑paced environment and finding creative solutions to meet customer needs, we invite you to bring your passion and expertise to our Farrow & Ball family.

What we expect from you as a Customer Service Advisor

Key Responsibilities

• Build strong relationships with customers across calls, emails and live chat to maximise sales, increase revenue and encourage repeat purchase and drive brand advocacy
• Provide customers with colour and product advice, promoting our colour consultancy service where appropriate
• Deliver a professional sales experience that feels natural, unpressured and conversational to build rapport and make the customer feel like an individual
• Effective handling and timely resolution of delivery queries
• Flag or elevate customer feedback to improve customer experience
• Data entry
• General administration

Key Attributes

• Customer Experience: Previous experience in a customer service dept or a call centre background is essential, highlighting your dedication to delivering exceptional experiences
• Communication: Showcase your exceptional verbal and written communication skills, leaving a lasting impression in every interaction.
• Problem Solving: Exhibit your quick thinking and problem-solving prowess, along with fantastic attention to detail.
• Systems: Displaying proficiency in the Microsoft Office Suite - word, outlook, excel etc. Previous Telephony and multi-channel systems desirable.
• Multi-Tasker: Excel in a dynamic, fast paced setting, skilfully managing priorities and tasks across a multitude of customer facing platforms.
• Personable: Proven experience in a customer service position, with a friendly, articulate and professional attitude and a positive perspective on work

What You Can Expect From Us

• 25 days’ annual leave pro rata (increasing with length of service) plus bank holidays and the opportunity to buy additional days
• Annual salary reviews, based on individual performance
• Enhanced Maternity and Paternity pay
• Generous staff discount on F&B products
• Access to our 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