Customer Service Representative - IW Team

Salary Competitive

Location Westerham - TN16

This is a Temporary, Full Time vacancy that will close in {x} days at {xx:xx} BST.

The vacancy

An exciting opportunity to join our Customer Service Team as a Customer Service Representative – In Warranty in this exciting full-time, fixed-term role, until 31 January 2027.

Our Customer Service Team is a vital part of our business, Our objective is to ensure our customers receive an exceptional Customer Journey every time. Our team consists of highly skilled individuals who provide technical information to our customers and ensure the needs of our customers are met. You role will be to provide technical advice, fault finding, and to make appointments for service visits. Working in our fast paced call centre, you will be conversing with our customers either via email or telephone where we aim to resolve any issues at the first point of contact.

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 efficiently
Always 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.

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 Orientation
Proven background in a customer facing environment.
Experience of creating well written responses within a quality-based framework

Skills:

Excellent technical skills
High level of communication skills both verbal and written
Strong literacy skills
Ability to read customers via the telephone.
Goal oriented focus
Ability 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 player

Attitudes/behaviours:

Patience, compassion & empathy
A positive, confident, and determined approach
A high degree of self-motivation and ambition
Resilience and the ability to cope with rejection.
Capability to flourish in a competitive environment.
Excellent work ethic
Flexible team player

Core Competencies

Drives Results – Making things happen.
Nimble Learning – Always remain curious.
Collaborates – Use your network, sharing knowledge and skills.
Plans and Aligns – Make it relevant, make it purposeful.

Our Purpose & Behaviours

At the heart of everything we do are our shared values and behaviours:

We Think Big, Learn Fast
We Work It Together
We Make The Hard Call

Our Values

We commit to being a Home for all, empowering people to Make a Difference.
We are:

Aligned – in our work together.
Agile – in the face of change.
Accountable – to our promises.
Action – with integrity and transparency.

Why Join Us?

We reward not just the results but the positive impact you make along the way. With a pay-for-performance culture, we value curiosity, collaboration, and the drive to keep improving.

The Benefits

33 days holiday (inclusive of Bank Holidays)
Annual Incentive Plan
Employee Assistance Programme
Life Assurance & Pension Plan
Health & Wellbeing Programme (including health cash plan)
High Street Reward Scheme & Refer a Friend Programme
Free Parking & Eye Care support
Flexible working model
Employee Recognition Programme

Our Hiring Process

Initial discussion with our Resourcing Team.
On-site interview process (1–2 stages depending on role).
Successful candidates will be notified, and start dates confirmed.

If you haven’t heard from us within 4 weeks, please consider your application unsuccessful.

Note for Recruitment Agencies: We manage our vacancies internally, preferring direct hires and referrals. When needed, we engage agencies from our Preferred Supplier List (PSL). Speculative CVs from agencies not on our PSL will not be considered, and no introduction fee will apply.

Who we are

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 leading luxury British brands, Shaws, Perrin & Rowe and Victoria + Albert, plus Riobel from Canada. We market these together under the House of Rohl name.

In addition, Aqualisa completes our portfolio with its market-leading digital showering technology.

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, 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.

Watch our short video to discover more about Perrin & Rowe, Shaws, Riobel and Victoria + Albert – the brands that make up the House of Rohl.

Executive Team

Es John Featherby – Finance Director EMEAA

Jim Platt – VP Water Innovations - EMEAA

Siobhan Spruce – HR Director - EMEAA

James Smith – Marketing Director EMEAA

Okke Roosjen – Sales Director EMEAA International

Jonathon White - Sales Director

What to expect

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.

Our Values are integral to the way we work, we are:

Aligned in our work together
Agile in the face of change
Accountable to our promises
Action with integrity and transparency

Underpinning our values are a set of behaviours which is one of the measures we use to track the progress towards our goals, both as individuals and teams. Those who are successful within our business have a strong ability to drive results, collaborate with others, plan and align; and be an active learner.

As a growing business with a focus on excellence, we are always looking for fresh talent to join us on our journey; and alongside that, we are committed to nurturing and growing our people to achieve their potential with us. We take a flexible approach to development and progression opportunities, always preferring to promote from within, even if someone isn’t quite the finished article yet.

We believe that everyone plays their part in helping to shape our future; whether that is joining one of our Early Careers Programmes, being part of our Mentoring Programme, or exploring how your strengths can be used cross-functionally, we want you to be a part of our journey. Meet some of our team to understand more about how their careers have developed during their time with us.

We reward our teams not only for big headline results, but for how positively they contribute to the business. The benefits we offer may vary depending on what role you come onboard as, but all of our employees can enjoy:

An annual incentive bonus structure based on business and individual performance
33 days holiday.
A Health and Wellbeing programme, including health cash plan, employee assistance programme, occupational health, mental health first aid, and monthly themed activity to support team wellbeing.
Occupational Pension Scheme
Life Assurance
Employee Incentive Schemes, such as our ‘High5 Rewards’ and Refer a Friend bonuses
Free parking on all company sites
And as an employer who values you, you will be welcomed with open arms and supported to succeed.