Customer Service Representative

Customer Service Representative – Technical / Online

Location: Westerham

Salary: Competitive

The Vacancy

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: 

Providing technical support, correctly identifying products or services required whilst meeting the needs of the Customer as well as answering a high number of calls, chats, or emails within a compliance-based framework to a satisfactory conclusion. 

What you are already great at:   

• Understanding company products and services  


• Handling customer questions and complaints  


• Communicating well with customers  


• Handling service problems politely and efficiently  


• Following procedure to solve customer problems and escalate where appropriate 


• Maintaining a pleasant and professional image  


• Maintaining accurate customer records  


• Support other areas within the contact centre at peak times 

For this role we would need you to demonstrate:  

• Strong Customer Orientation 


• Proven background in a customer-facing environment  


• Experience of creating well written responses within a quality-based framework 


• High level of communication skills both verbal and written 


• Goal-oriented focus 


• Ability to assess and handle difficult situations 


• Demonstrate good judgement and able to challenge other viewpoints positively and constructively 


• Decisive with the ability to work diligently on own initiative 

What your colleagues say about you: 

• An ideas and solutions focused person 


• An excellent and engaging communicator with, 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 : 

• Aligned – in our work together 


• Agile – in the face of challenge 


• Accountable – to our promises 


• Action – with integrity and transparency 

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 


• High 5 Employee Recognition Programme 


• And as an employer who values you, you will be welcomed with open arms and supported to succeed. 

Our hiring process: 

1. You will be contacted by a member of our resourcing team for an initial discussion, this may be on Teams. 


2. You will be invited to site for either a 1 or 2 stage process depending on the role. 


3. 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. 


4. Successful candidates will be notified and the start date will be confirmed for when you will be beginning your Fortunes Brand journey.