Customer Relations Executive

Farrow & Ball; Wimborne Minster; Hybrid; GBP 20,000 - 30,000; Part time

Job summary

A luxury British lifestyle brand is seeking a part-time Customer Relations Executive in Wimborne. The role involves managing customer complaints and providing expert advice on products. Candidates should have strong communication skills and a proven background in complaint handling.

Benefits

25 days’ annual leave plus bank holidays

Annual salary reviews based on performance

Enhanced Maternity and Paternity pay

Generous staff discount on F&B products

Access to Retail and Gym 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

Qualifications

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

Responsibilities

• Full ownership of product and service-related complaints across UK & EU.
• Manage own case load to ensure SLA adherence.
• Provide customers with technical and complex advice on product usage.

Skills

Complaint handling

Customer service

Communication skills

Negotiation skills

Job description

Farrow and Ball - Customer Relations Executive, Wimborne, 30 hrs

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.

We are offering this position on a part-time basis, working Monday-Friday, 30 hours per week, with shifts between 8:30 am - 6:00 pm. There is flexibility for fully remote, hybrid, or fully office-based working with this role.

Farrow & Ball is a luxury British lifestyle brand that prides itself on 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 our passionate craftsmen, showroom teams, and support functions who ensure that our customers have a positive, engaging experience at every stage of their journey with us.

As the Customer Relations Executive, you will take ownership of product and service-related complaints across the UK & EU. Working within a small team, you will manage your own case load and be responsible for customer escalations across all channels.

What we expect from you as a Customer Relations Executive:

Key Responsibilities:

1. Full ownership, including logging, investigating, and agreeing resolution to all product and service-related complaints across UK & EU
2. Manage your own case load to ensure SLA are adhered to, with the ability to prioritize where required
3. Be a product expert with the ability to provide customers with technical and complex advice on usage of products
4. Relationship management of customers, third parties, and key stakeholders

Key Experience:

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

Key Attributes:

1. Excellent customer service and communication skills, adaptable to customer channel choice, i.e., formal written, social media responses, and verbal telephone conversations
2. Ability to build rapport and engage with customers across different channels and markets
3. Ability to identify and escalate themes or trends, working closely with our Research and Technical Development team
4. Negotiation skills for compensation requests
5. Demonstrate a trusted customer experience with the ability to remain calm, with strong listening skills to understand and fulfill customer needs

What You Can Expect From Us:

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