Customer Service Agent

Fortune Brands; City Of London; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading global home brand is seeking a Customer Consumer Agent to deliver exceptional customer service and support high-end products. The role requires a minimum of 2 years in customer service, excellent communication skills, and the ability to manage customer inquiries effectively. You will collaborate with various departments and ensure customer satisfaction through proactive service. The position offers competitive benefits, including 33 days of holiday and an annual incentive plan.

Benefits

33 days holiday

Employee Assistance Programme

Annual Incentive Plan

Life Assurance

Health & Wellbeing Programme

Pension Plan

Employee Recognition Programme

Qualifications

• Minimum of 2 years proven experience in a contact/call centre/customer service environment.
• Strong attention to detail and proactive problem-solving skills.
• Excellent written and spoken English.

Responsibilities

• Deliver high standards of customer experience.
• Handle 20-25 inbound calls per day.
• Record and manage customer complaints in CRM.

Skills

Customer service

Problem solving

Attention to detail

Communication skills

Teamwork

Education

2+ years in customer service environment

Experience in premium/luxury brands

Tools

MS Office Suite

CXone/Hubspot CRM

Job description

We currently have an exciting opportunity to join us as a Customer Consumer Agent within our Customer Service Team.

Responsibilities

• Delivering a high standard of customer experience, by providing critical troubleshooting advice and resolving technical queries. Customer satisfaction and effective communication is of the highest priority in supporting the high-end products and services offered across the House of Rohl and Aqualisa product brands.
• Handle approximately 20-25 inbound calls per day (25%).
• Escalate unresolved or complex issues to relevant department or higher-level when necessary.
• Engage and support the UK and EMEAA Sales force.
• Record consumer complaints/quality issues on CRM.
• Process orders, product registrations and refunds for card payments.
• Respond within department SLA to queries, product information, technical support, order discrepancies, warranty claims.
• Proactively action and manage emails sent to the team mailboxes.
• Collaborate with other departments and sister companies ensuring information and process are integrated and aligned.
• Full process handling for the return of faulty product, ensuring all relevant procedures are followed.
• Any other duties as required by the Manager for the smooth and efficient operation of the department.
• Record clear and accurate details of consumer interactions.
• Gather customer feedback to improve products, services and customer experience.
• Adhering to company policies and procedures. For this role we would need you to demonstrate: Accountable - to our promises; Action - with integrity and transparency.

What you are already great at

• Working as part of a team in delivering a high standard of service to our consumers.

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
• 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

Our Hiring Process

You will be contacted by a member of our resourcing team for an initial discussion, this 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.

Minimum requirements

• 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
• Emotional Intelligence
• Natural Drive and Initiative

Our Values

Aligned - in our work together

Company Background

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 leading luxury British brands, Shaws, Perrin & Rowe and Victoria + Albert, plus Riobel from Canada. We market these together under the House of Rohl name. In addition, Aqualisa completes our portfolio with its market-leading digital showering technology. 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, 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.

Successful candidates will be notified and the start date will be confirmed for when you will be beginning your Fortunes Brand journey.