Fine Wine Customer Relationship Executive

Diageo; London; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player seeks a Fine Wine Customer Relationship Executive to deliver exceptional service to private clients and on-trade customers. This role involves managing inquiries, resolving issues, and supporting sales teams in a dynamic environment. With a focus on luxury goods, you will leverage your communication skills and wine knowledge to exceed customer expectations. Join a forward-thinking company that values diversity and offers a competitive rewards package, including wellness activities and flexible working options. This is an exciting opportunity to grow and innovate while making a meaningful impact.

Benefits

Wellness Activities

Gym Membership

Pension

Health Insurance

Annual Bonus

Share Options

28 Days’ Vacation

Qualifications

• Experience in a fast-paced B2C customer service environment, ideally in luxury goods.
• Strong listening and empathy skills with a focus on customer resolution.

Responsibilities

• Respond to calls and emails regarding products, services, and complaints.
• Assist customers with orders and provide advice on wine and spirits.

Skills

Customer Service

Communication Skills

Problem-Solving

Wine Knowledge

Multitasking

Tools

Microsoft Office

Salesforce

Bevica ERP

Job description

Fine Wine Customer Relationship Executive

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Job Description

Fine Wine Customer Relationship Executive / Justerini & Brooks

Contract: permanent

Location: London

About Us

With over 200 brands sold in nearly 180 countries, we’re the world’s leading premium drinks company. Bring your passion and curiosity as you explore, collaborate, and innovate to build brands consumers love. Join passionate people from all over the world to test new ideas, learn, grow, and create a brighter future.

About The Role

We are recruiting for a Customer Relationship Executive based in London, reporting to the Customer Relationship Manager for J&B. You will ensure outstanding customer service for private clients and on-trade customers by managing inbound enquiries, resolving issues promptly, and supporting sales teams.

Role Responsibilities

• Respond to calls, emails, and web enquiries regarding products, services, complaints, advice, and orders.
• Meet and exceed customer expectations.
• Take ownership of customer enquiries, follow up, and resolve complaints to a high standard.
• Collaborate with other departments to resolve queries.
• Assist customers with orders and requests.
• Provide advice on wine and spirits, and handle general queries.
• Coordinate with warehousing to resolve delivery issues.
• Support internal teams with administrative and sales tasks.

Experience / Skills Required

• Experience in a fast-paced B2C customer service environment, ideally in luxury goods.
• Excellent communication and telephone skills.
• Proven ability to exceed customer expectations.
• Strong listening and empathy skills.
• Ability to multitask and work under pressure.
• Proficiency in Microsoft Office.
• Wine knowledge.

Desirable

• Experience with Bevica ERP.
• Experience with Salesforce or similar case management tools.

Your Skills, Knowledge, and Behaviours

• Problem-solving mindset with a focus on customer resolution.
• Ability to understand complex systems.
• Organised with good administrative skills.
• Self-motivated and team-oriented.
• Flexible working approach.

Working with Us

We offer flexible working options, a competitive rewards package, including wellness activities, gym membership, pension, health insurance, annual bonus, share options, and 28 days’ vacation. We value diversity and strive for an inclusive culture where everyone feels valued and can belong.