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:Customer Service is a vital part of the business, setting strategic 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.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 efficientlyAlways 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 where required.Meets Sales and performance targets set.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 OrientationProven background in a customer facing environment.Proven track record in achieving sales through service.Experience of creating well written responses within a quality-based frameworkSkills:Excellent technical skillsHigh level of communication skills both verbal and writtenStrong literacy skillsAbility to read customers via the telephone.Goal oriented focusAbility 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 playerAttitudes/behaviours:Patience, compassion & empathyA positive, confident, and determined approachA high degree of self-motivation and ambitionResilience and the ability to cope with rejection.Capability to flourish in a competitive environment.Excellent work ethicFlexible team playerWhat your colleagues say about you:An ideas and solutions focused personAn excellent and engaging communicator, confidence to communicate at all levelsVery organised and methodicalAble to communicate ideas both verbally and in writingVery high level of attention to detailOur 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 purposefulWhy 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 ProgrammeAnnual Incentive Plan Bonus StructureLife AssuranceHealth & Wellbeing Programme, including health cash plan and employee assistancePension PlanHigh St Reward SchemeRefer a Friend ProgrammeFree ParkingFrequent Technology User Free Eye CareFlexible working modelHigh 5 Employee Recognition ProgrammeAnd 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.