Fine Wine Customer Relationship Executive - London

Strong wine knowledge is a must

Justerini & Brooks is a fine wine and spirits merchant founded in St. James’s in 1749, originally to provide wine and spirits to the aristocratic households of London.

We are currently recruiting for a Customer Relationship Executive based in London, reporting to the Customer Relationship Manager for the Justerini & Brooks side of our business.

In this role, you will be responsible for ensuring that outstanding customer service is consistently delivered to both private clients and on trade customers by taking complete ownership of all inbound enquiries and pro-actively working towards their timely and efficient resolution, and to support the private client sales team, the on trade sales team and the Hong Kong private client sales team.

What you will do

• Respond to incoming calls, emails and web enquiries from customers such as general enquiries relating to Justerini & Brooks products and services, complaint handling, wine advice and new order requests.
• Meet customer needs in full whilst also striving to exceed their expectations at every opportunity.
• Take ownership of the customer enquiry, increase, follow up and fully resolve any complaints to a consistently high standard.
• Work closely with other departments to gain information to assist in resolving customer queries.
• Assist customers with their requests for wine/spirits, processing their orders and any other instructions accordingly.
• Handle general customer queries and provide accurate advice in line with Justerini & Brooks service offerings such as Events/Cellarers.
• Liaise with warehousing providers expertly and efficiently to resolve all customer delivery queries.
• Provide administrative, service and sales support for other internal teams.

What you will bring to the role

Experience / Achievements

Crucial

• Experience of working within a fast-paced B2C Customer Service/Contact Centre environment, ideally within a luxury goods industry
• Excellent telephone manner and communications skills
• A consistent record of exceeding customers’ expectations
• High degree of listening skills and ability to empathise with customers
• Ability to multi-task and work under pressure in a busy environment
• Computer literate with experience of all main Microsoft office packages

Desirable

• Wine knowledge
• Experience with Bevica ERP
• Experience working on Salesforce or other case management solutions.

Your Skills, Knowledge And Behaviours

• A problem-solving approach allied to a desire to achieve the expected resolution to customers’ issues or problems
• Ability to understand sophisticated systems and good problem solving ability
• Organised with good administrative skills
• Confident working on own initiative, but equally at home working with and alongside others within the team
• A flexible approach to working hours and performing other tasks as the need arises

Celebrating our inclusive and diverse culture is core to Diageo’s purpose of “celebrating life every day everywhere”. This purpose is, in itself, inclusive in nature, as it values everybody irrespective of background, disability, religion, gender identity, sexuality or ethnicity.

We know that for our business to thrive and for Diageo to realize its ambition, we depend on having diverse talent with a range of backgrounds, skills and capabilities in each of the 180 countries in which we operate and to reflect our broad consumer base. We view diversity as one of the key enablers that helps our business to grow and our values, purpose and standards set the conditions for us to respect the unique contribution each person brings.

Flexibility is key to success in our business and many of our staff work flexibly in many different ways, including part-time, compressed hours, flexible location. Please talk to us about what flexibility means to you and don’t let anything stop you from applying.