Senior Customer Services Manager

at  Fortune Brands Innovations

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 Senior Customer Service Manager within our growing Customer Service Team.

IN A NUTSHELL YOU WILL BE RESPONSIBLE FOR:

You will be accountable for managing and leading the Customer Service Teams across our House of Rohl EMEAA locations. You will be based at the i54 site but will need to travel to other locations (Rainham, Essex & Darwin) as required to carry out your duties. You will have day-to-day responsibility for the Customer Service teams ensuring that SLA’s and KPI’s are achieved, whilst developing and implementing the Customer Service strategies and ensuring the delivery of exceptional service to our consumers and customers. This role requires a balance of strategic thinking, team management and hands-on problem-solving to maintain and improve customer satisfaction plus identifying continuous improvement opportunities. You will report to the Head of Customer Service, House of Rohl EMEAA.

FOR THIS ROLE WE WOULD NEED YOU TO DEMONSTRATE:

• Excellent interpersonal skills, with highly effective levels of English communication, both oral and written, with business customers and internal colleagues.
• Good analytical thinking and a solution focused mind set as Data Analysis is a key part of this role.
• A practiced self starter confident managing projects with conflicting priorities
• Minimum 5 years proven experience in working as a team Manager in a Customer Service environment
• Experience of working within premium/luxury brands
• Experience of B2C and B2B
• Excellent leadership, solution solving and organisational skills
• Enthusiasm for providing exceptional customer experience
• Agile thinking, ability to learn and retain technical information with strong attention to detail and accuracy
• Ability to diffuse situations and remain calm under pressure
• Excellent collaborative skills, promoting team spirit
• Natural drive and initiative
• Proficient in MS Office Suite
• CRM knowledge an advantage
• Ability to speak a second European language an advantage