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For Companies At a Glance
- Tasks: Handle customer complaints and provide expert product advice in a supportive team.
- Company: Join Farrow & Ball, a luxury British brand known for its exquisite paint and wallpaper.
- Benefits: Enjoy flexible working options, generous leave, discounts, and a supportive health plan.
- Why this job: Be part of a passionate team that values customer experience and craftsmanship.
- Qualifications: Experience in complaint management and excellent communication skills are essential.
- Other info: Work 30 hours a week with the option for remote or hybrid arrangements.
The predicted salary is between 24000 - 36000 £ per year.
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.
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.
Key Responsibilities:
- Full ownership, including logging, investigating, and agreeing resolution to all product and service-related complaints across UK & EU
- Manage your own case load to ensure SLA are adhered to, with the ability to prioritize where required
- Be a product expert with the ability to provide customers with technical and complex advice on usage of products
- Relationship management of 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 customer channel choice, i.e., formal written, social media responses, and verbal telephone conversations
- Ability to build rapport and engage with customers across different channels and markets
- Ability to identify and escalate themes or trends, working closely with our Research and Technical Development team
- Negotiation skills for compensation requests
- 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
Customer Relations Executive employer: Farrow & Ball
Contact Detail:
Farrow & Ball Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Relations Executive
✨Tip Number 1
Familiarise yourself with Farrow & Ball's products and their unique selling points. Understanding the intricacies of their paint and wallpaper will not only help you in customer interactions but also demonstrate your genuine interest in the brand during interviews.
✨Tip Number 2
Brush up on your complaint handling skills by reviewing common scenarios in customer service. Being able to articulate how you've successfully resolved complaints in the past will showcase your experience and suitability for the role.
✨Tip Number 3
Network with current or former employees of Farrow & Ball on platforms like LinkedIn. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach when applying.
✨Tip Number 4
Prepare for potential interview questions by practising your responses to situational and behavioural questions related to customer service. This will help you convey your problem-solving abilities and adaptability effectively.
We think you need these skills to ace Customer Relations Executive
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the key responsibilities and required skills for the Customer Relations Executive position. Tailor your application to highlight your relevant experience in complaint handling and customer service.
Craft a Compelling CV: Ensure your CV is up-to-date and clearly outlines your experience in customer service and complaint management. Use specific examples to demonstrate your skills, such as how you resolved customer issues or improved service processes.
Write a Tailored Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention your understanding of Farrow & Ball's values and how your background aligns with their commitment to customer satisfaction and quality.
Proofread Your Application: Before submitting your application, thoroughly proofread all documents for spelling and grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for a Customer Relations Executive.
How to prepare for a job interview at Farrow & Ball
✨Show Empathy
As a Customer Relations Executive, empathy is key. During the interview, demonstrate your ability to understand and relate to customer concerns. Share examples of how you've handled complaints in the past with compassion and understanding.
✨Know the Brand
Farrow & Ball is a luxury brand with a rich history. Familiarise yourself with their products, values, and unique selling points. This knowledge will not only impress your interviewers but also show your genuine interest in the role.
✨Highlight Communication Skills
Excellent communication is crucial for this position. Be prepared to discuss how you adapt your communication style to different channels, whether it's written, verbal, or social media. Use specific examples to illustrate your versatility.
✨Demonstrate Problem-Solving Abilities
The role involves managing complaints and finding resolutions. Prepare to discuss situations where you've successfully resolved issues, focusing on your analytical skills and ability to prioritise tasks effectively.
