Farrow & Ball
Service Improvement Administration
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Farrow and Ball - Service Improvement Admin - Wimborne (37.5 Hours per week)
Are you passionate about delivering exceptional customer experiences? Farrow & Ball are currently looking for an experienced and dedicated individual to join our Customer Services team in Wimborne as a Service Improvement Admin working within our Delivery and Returns team. We are offering this position on a full-time basis - Monday to Friday (covering shifts between 8am - 5pm). This position is also offered on a hybrid working basis with the expectation to connect with colleagues and team two to three times per week in office.
Farrow & Ball are 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 80 years and now proudly have 60 showrooms worldwide with a global network of stockists.
The key to our success is the people behind the paint: from the team handcrafting each tin to showroom staff to support functions, our shared passion ensures customers have a positive, engaging experience at every stage of their journey with us.
As a Service Improvement Admin, you will:
- Manage delivery and returns enquiries, acting as the key link between customers and carriers to resolve issues efficiently and deliver a positive customer experience
- Investigate delivery and return queries, raise and follow up cases with carriers, recover costs and compensation where service failures occur, and proactively work to ensure customers receive their deliveries as expected
- Identify trends, log cases, and drive continuous service improvements by recommending process improvements
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Key Responsibilities:
- Manage delivery and return related customer queries, providing timely updates and resolutions through both emails and phone calls
- Act as the main point of contact between customers and carriers to investigate and resolve customer queries
- Monitor and follow up delivery and return cases with carriers to ensure a successful outcome, keeping the customer updated
- Recover costs from carriers where service fails has occurred
- Collaborate with your manager to provide improvement ideas to enhance the customer experience
- Log failure cases internally to drive improvements
Key Attributes:
- Customer Experience: Previous experience in a customer service dept or a call centre background is essential, highlighting your dedication to delivering exceptional experiences
- Communication: Showcase your exceptional verbal and written communication skills, leaving a lasting impression in every interaction
- Problem Solving: Exhibit your quick thinking and problem-solving prowess, along with fantastic attention to detail
- Systems: Displaying proficiency in the Microsoft Office Suite - word, outlook, excel etc. Previous Telephony and multi-channel systems desirable
- Multi-Tasker: Excel in a dynamic, fast paced setting, skilfully managing priorities and tasks across a multitude of customer facing platforms
- Personable: Proven experience in a customer service position, with a friendly, articulate and professional attitude and a positive perspective on work
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What You Can Expect From Us
- 25 days’ annual leave pro rata (increasing with length of service) plus bank holidays and the opportunity to buy additional days
- 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 we are committed to encouraging equality, diversity and inclusion among our people, with an aim to be truly representative of all sections of society and our customers. Applicants will be considered for employment based only on skills/experience and never based off of race, age, disability, religion, sexual orientation, gender identity or family status, including pregnancy.
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