Fine Wine Customer Relationship Executive

Fine Wine Customer Relationship Executive / Justerini & Brooks

Contract: permanent

Location: London

About us

With over 200 brands sold in nearly 180 countries, we’re the world’s leading premium drinks company. Bring your passion and use your curiosity as you explore, collaborate, and innovate to build brands consumers love. Together with passionate people from all over the world, you’ll test new ideas, learn and grow, and unlock a brighter, more exciting future.

Join us to create a career worth celebrating.

Join our Justerini & Brooks team

Justerinis & Brooks was established in 1749 and is widely regarded as one of the world’s leading fine wine and spirits merchants, known for the quality of its portfolio and service.  It has held a Royal Warrant for supplying wine and spirits to each British monarch since 1761.

The company has sales offices in London, Edinburgh and Hong Kong and is a wholly-owned subsidiary of Diageo PLC the world’s leading premium drinks business. Justerini & Brooks has dedicated Sales divisions that focus on servicing Private Clients, On-Trade, and the Off-Trade including Luxury Retail.

About the role

We are currently recruiting for a  Customer Relationship Executive based in London, reporting to the Customer Relationship Manager for the J&B 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. 

Role Responsibilities

• 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. 

Experience / skills required

• 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 
• Wine knowledge 

 Desirable 

• 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 

Working with Us

Flexibility is key to success. From part-time and compressed hours to different locations our people work flexibly in ways to suit them. Talk to us about what flexibility means to you and we’ll work together so that you’re supported from day one.

We recognise and value performance, offering our people a highly competitive Rewards and Benefits package including:

• Contemporary work life balance policies and wellbeing activities
• On site gym or subsidised gym membership
• Contributary pension scheme
• Comprehensive health insurance for you and your family
• Annual bonus based on your base salary (dependent on performance)
• Share options
• 28 days’ vacation per annum

Our purpose is to celebrate life, every day, everywhere. And creating an inclusive culture, where everyone feels valued and that they can belong, is a crucial part of this.

We embrace diversity in the broadest possible sense. This means that you’ll be welcomed and celebrated for who you are just by being you. You’ll be part of and help build and champion an inclusive culture that celebrates people of different gender, ethnicity, ability, age, sexual orientation, social class, educational backgrounds, experiences, mindsets, and more.

Our ambition is to create the best performing, most trusted and respected consumer products companies in the world. Join us and help transform our business as we take our brands to the next level and build new ones as part of shaping the next generation of celebrations for consumers around the world.