Customer Relations Executive

Farrow and Ball - Customer Relations Executive, Wimborne, 37.5 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 full-time basis , working Monday-Friday, 37.5 hours per week , with shifts between the hours of 8.30am - 6pm. There is flexibility for hybrid or fully office based working with this role.

Farrow & Ball is a luxury British lifestyle brand that prides itself in 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. The ideal candiadte will have previosu experience within a fast paced customer service team.

What we expect from you as a Customer Relations Executive. Key Responsibilities:

• Full ownership, including logging, investigating and agreeing resolution to all product and service-related complaints across UK & EU
• Manage own case load to ensure SLA are adhered to with ability to prioritise where required
• Product expert with the ability to provide customers with technical and complex advise on usage of product
• 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 through verbal telephone conversations
• Ability to build rapport and engage with customers across different channels and markets
• Ability to identify and escalate any themes or trends, working closely with our Research and Technical Development team
• Negotiation skills for compensation requests
• Demonstrate a trusted customer experience with ability to remain calm with strong listening skills to understand and fulfil customer needs
• language skills in either French or German advantageous

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 our retail 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

At Farrow & Ball, diversity, equity and inclusion (DE&I) is an integral part of who we are and how we do business. We believe diversity is the key to creativity. So, we’re committed to creating an environment where differences are valued, people are treated fairly and everyone is free to truly be themselves.

We welcome applications from everyone who wants to work with us, and particularly encourage people from diverse backgrounds to get in touch. We’re more than happy to offer reasonable adjustments or additional support during your application process, so simply let us know how we can help.