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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 fluent in either French or German. We are offering this position on a full-time basis, working Monday-Friday, 37.5 hours per week, with shifts between 8.30am - 6pm. There is flexibility for fully remote, hybrid or fully office based working with this role.
Farrow & Ball is a luxury British lifestyle brand that creates richly pigmented paint and handcrafted wallpaper, using print methods dating back 300 years and the finest quality ingredients.
The unique Farrow & Ball look transforms homes inside and out. Established in Dorset in 1946, we have grown over 75 years and now have 60 showrooms worldwide and 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.
Role Overview
As a Customer Relations Executive, you will handle product and service-related complaints across the UK & EU. Working within a small team, you will manage your own caseload and be responsible for customer escalations across all channels. Fluency in either French or German is required.
Key Responsibilities
* Full ownership of complaints, including logging, investigating, and resolving issues across UK & EU
* Manage your caseload to ensure SLA adherence, prioritizing as needed
* Provide technical and complex advice on product usage as a product expert
* Maintain relationships with customers, third parties, and stakeholders
Required Experience and Attributes
* Proven experience in complaint management
* Experience in a customer service office environment (desirable)
* Fluency in French or German
* Excellent communication skills adaptable to various channels
* Ability to build rapport and handle customer needs effectively
* Ability to identify trends and escalate appropriately
* Calm, attentive listening skills to ensure customer satisfaction
What We Offer
* 25 days’ annual leave plus bank holidays, increasing with service
* Performance-based salary reviews
* Enhanced maternity and paternity pay
* Staff discounts, retail benefits, and wellness programs
* Health Cash Plan, Pension, Life Assurance, and other benefits
Our Values
We value diversity, equity, and inclusion, believing that diversity fuels creativity. We encourage applications from all backgrounds and are committed to supporting applicants through reasonable adjustments during the process.
Additional Information
* Seniority level: Associate
* Employment type: Full-time
* Job functions: Customer Service, Administrative, Sales
* Industries: Retail, Interior Design, Paint & Coatings
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