Customer Service Representative- Technical/Online

February 6, 2024

Job Description


Job title: Customer Service Representative- Technical/Online

Company: Fortune Brands Innovations

Job description: 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 a collection of leading luxury UK brands: Shaws of Darwen, Perrin & Rowe, and Victoria & Albert Baths, which we market under the umbrella brand, House of Rohl.

In addition, Aqualisa completes our portfolio with its market leading digital showering technology.

All of 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 who are 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.

Our people are what make our business, and we truly care about creating a ‘Home for All’ where employees are empowered to make a difference, and able to bring their authentic selves to work. We are passionate about rewarding excellence and helping people to grow, both personally and professionally, during their time with us.

If you are looking for opportunities within a progressive, innovative, and nurturing organisation; and have the energy, passion, and commitment to deliver excellence, we would love to hear from you.

We currently have an exciting opportunity to join us as a Customer Service Representative- Technical/Online within our growing Customer Service Team.

In a nutshell you will be responsible for:

Providing technical support, correctly identifying products or services required whilst meeting the needs of the Customer as well as answering a high number of calls, chats, or emails within a compliance-based framework to a satisfactory conclusion.

What you are already great at:

Understanding company products and services

Handling customer questions and complaints

Communicating well with customers

Handling service problems politely and efficiently

Following procedure to solve customer problems and escalate where appropriate

Maintaining a pleasant and professional image

Maintaining accurate customer records

Support other areas within the contact centre at peak times

For this role we would need you to demonstrate:

Strong Customer Orientation

Proven background in a customer-facing environment

Experience of creating well written responses within a quality-based framework

High level of communication skills both verbal and written

Goal-oriented focus

Ability to assess and handle difficult situations

Demonstrate good judgement and able to challenge other viewpoints positively and constructively

Decisive with the ability to work diligently on own initiative

What your colleagues say about you:

An ideas and solutions focused person

An excellent and engaging communicator with, 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 :

Aligned – in our work together

Agile – in the face of challenge

Accountable – to our promises

Action – with integrity and transparency

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

High 5 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.

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 a collection of leading luxury UK brands: Shaws of Darwen, Perrin & Rowe, and Victoria & Albert Baths, which we market under the umbrella brand, House of Rohl.

In addition, Aqualisa completes our portfolio with its market leading digital showering technology.

All of 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 who are 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.

Our people are what make our business, and we truly care about creating a ‘Home for All’ where employees are empowered to make a difference, and able to bring their authentic selves to work. We are passionate about rewarding excellence and helping people to grow, both personally and professionally, during their time with us.

If you are looking for opportunities within a progressive, innovative, and nurturing organisation; and have the energy, passion, and commitment to deliver excellence, we would love to hear from you.

We currently have an exciting opportunity to join us as a Customer Service Representative- Technical/Online within our growing Customer Service Team.

In a nutshell you will be responsible for:

Providing technical support, correctly identifying products or services required whilst meeting the needs of the Customer as well as answering a high number of calls, chats, or emails within a compliance-based framework to a satisfactory conclusion.

What you are already great at:

Understanding company products and services

Handling customer questions and complaints

Communicating well with customers

Handling service problems politely and efficiently

Following procedure to solve customer problems and escalate where appropriate

Maintaining a pleasant and professional image

Maintaining accurate customer records

Support other areas within the contact centre at peak times

For this role we would need you to demonstrate:

Strong Customer Orientation

Proven background in a customer-facing environment

Experience of creating well written responses within a quality-based framework

High level of communication skills both verbal and written

Goal-oriented focus

Ability to assess and handle difficult situations

Demonstrate good judgement and able to challenge other viewpoints positively and constructively

Decisive with the ability to work diligently on own initiative

What your colleagues say about you:

An ideas and solutions focused person

An excellent and engaging communicator with, 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 :

Aligned – in our work together

Agile – in the face of challenge

Accountable – to our promises

Action – with integrity and transparency

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

High 5 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.

INDHIGH

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.

Watch our to discover more about Perrin & Rowe, Shaws, Riobel and Victoria + Albert – the brands that make up the House of Rohl.

Expected salary:

Location: Westerham, Kent

Job date: Tue, 06 Feb 2024 08:37:01 GMT

Apply for the job now!

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