Farrow & Ball
Customer Relations Executive
Get notified of more jobs like this · No spam, ever
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
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.
About Farrow & Ball
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.
The Role
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 candidate will have previous experience within a fast-paced customer service team.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
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 advice 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
Get help with your application
Your very own career expert that helps elevate your application to the next level.
Benefits
- 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
Diversity, Equity & Inclusion
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.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London