Customer Service Representative

We currently have an exciting opportunity to join us as a **Customer Service Representative - In Warranty** within our growing Customer Service Team.

**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.

**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.
- 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**:
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 short video to discover more about Perrin & Rowe, Shaws, Riobel and Victoria + Albert - the brands that make up the House of Rohl.