Customer Service Representative

We currently have an exciting opportunity to join us as a Customer Service Representative – Sales within our growing Customer Service Team on a permanent, full-time basis based at our Westerham site.

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 data bases.
• 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:

• Initial discussion with our Resourcing Team.
• On-site interview process (1–2 stages depending on role).
• Successful candidates will be notified, and start dates confirmed.

If you haven’t heard from us within 4 weeks, please consider your application unsuccessful.

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, and no introduction fee will apply.

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 craftmanship, leading to beautiful and high-quality products.