Customer Service Representative

Do not pass up this chance, apply quickly if your experience and skills match what is in the following description.

Salary: Competitive

Location: Westerham - TN16

The vacancy

We currently have an exciting opportunity to join us as a Customer Service Representative – Sales within our growing Customer Service Team. Customer Service is a vital part of the business, this is a strategic role where you will be set objectives to ensure our customers always receive an exceptional Customer Journey. The team consists of highly skilled individuals who provide technical information to our customers and ensure the needs of our customers are met, whether in or out of warranty. This includes handling contacts via email, telephone and live chat.

In a nutshell you will be responsible for:

• To provide technical support, correctly identifying products or services required whilst meeting the needs of the customer.
• Providing appropriate sales solution via live chat, email and phone.
• Answering a high number of calls, chats or emails within a compliance based framework.
• Updating customer records in line with GDPR regulations using in-house databases.
• Ensuring any issues escalated appropriately and in a timely manner.
• Supporting the achievement of monthly personal and team sales targets.

What you are already great at:

• To Deliver Excellent Customer Service: Handles customer questions and complaints, communicates well with customers, handles service problems politely and efficiently, always available for customers, follows procedure to solve customer problems, understands company products and services, maintains pleasant and professional image, maintains accurate customer records.
• Support other areas within the contact centre at peak times.
• Achieve Sales goals: Understands product features & benefits, identifies and sells to customer needs, meets sales and performance targets set.
• Uncapped Commission Structure.
• Deliver the safety agenda of the Company: Think safety, take ownership for all accident reporting affecting you or your team, identify potentials and report, keeps workplace clean and tidy.
• Fulfil other duties as required: Pick up new activities that fall broadly in the purpose of the role, fix things that you can see need fixing, identify problems and find solutions.

For this role we would need you to demonstrate:

• Experience: Strong Customer Orientation, proven background in a customer facing environment, proven track record in achieving sales through service, experience of creating well written responses within a quality-based framework.
• Skills: Excellent technical skills, high level of communication skills both verbal and written, strong literacy skills, ability to read customers via the telephone, goal oriented focus, ability to assess and handle difficult situations, demonstrates good judgement and able to challenge other viewpoints positively and constructively, decisive with the ability to work diligently on own initiative, strong team player.
• Attitudes/behaviours: Patience, compassion & empathy, a positive, confident, and determined approach, a high degree of self-motivation and ambition, resilience and the ability to cope with rejection, capability to flourish in a competitive environment, excellent work ethic, flexible team player.

What your colleagues say about you:

• An ideas and solutions focused person.
• An excellent and engaging communicator, confidence to communicate at all levels.
• Very organised and methodical.
• Able to communicate ideas both verbally and in writing.
• Very high level of attention to detail.

Our Values:

• Cultivates Innovation - Always remain curious.
• Active Learner - Take every opportunity to grow your own capability.
• Collaborates - Use your network, sharing knowledge and skills.
• Plans and Aligns - Make it relevant, make it purposeful.

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 Bonus Structure.
• 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.
• Flexible working model.
• Employee Recognition Programme.

And as an employer who values you, you will be welcomed with open arms and supported to succeed.

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. Successful candidates will be notified and the start date will be confirmed for when you will be beginning your Fortunes Brand journey. If you haven’t had a response to your application within 4 weeks, please consider your application unsuccessful. Due to the volume of applications received, we are unable to provide feedback on individual applications.

Note for Recruitment Agencies: We manage our vacancies internally, preferring direct hires and referrals. When needed, we engage agencies from our Preferred Supplier List (PSL). Speculative CVs from agencies not on our PSL will not be considered. Please note due to the Christmas period, there may be a delay in a response to your application.

Who we are:

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 craftsmanship, 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.