Customer Care Advisor

About Franke

We, the Franke company with its three divisions, are a world's leading supplier of products and services for domestic kitchens, the professional food service systems and the convenience store sector as well as for professional coffee making. With around 60 companies, we are at home on five continents. Over 8,000 employees constantly take on new perspectives to identify opportunities and turn them into inspiring, innovative solutions for tomorrow’s demands.

The Franke Home Solutions division is the world’s leading provider of smart systems for domestic kitchens. Drawing on a long history of reliability and expertise, we help our partners enhance their businesses and provide outstanding kitchen and cooking experiences to our consumers by offering complete solutions for food preparation and cooking.

• To provide office-based after-sales support to trade customers and end-consumers for all brands of the full Franke UK product portfolio. Working as part of a small dynamic team to drive business results through effective process management, employee engagement and cultural evolution.
• This role is a fixed term postion till December 2026

• To provide first-line after-sales support to customers and consumers by handling incoming phone calls and emails.
• To process orders for replacement products, accessories and spare parts
• To maintain a database of all sink and tap complaints to ensure that all complaints are logged and managed successfully.
• To maintain an in-house system to stock and support spare parts for all products
• To provide general administrative support.
• To provide back-up cover for the Sales Back Office when required
• Other duties as required by the Team Leader/ Consumer Care Manager

Education and qualifications:

• Educated to GSCE level or equivalent

Experience:

• Experience of working in a Customer Service/ Complaints handling environment
• Experience of coordinating effectively between consumers, suppliers and internal / external customers.
• Experience of executing fast accurate and professional results handling multiple tasks and assignments.
• Experience of using business operating systems e.g. SAP an advantage

Other skills:

• Ability to demonstrate strong written and verbal communication skills.
• Extremely PC literate with knowledge of word processing, spreadsheets and CRM system.
• The ability to recognize pressing issues and resolve immediately or escape to enable smooth business function.
• Ability to maintain a professional and pleasant demeanour at all times, even when dealing with customer conflict.
• Strong delivery focus
• Excellent Time Management skills
• Strong sense of ownership
• High level of accuracy
• Empathetic, but business focussed

• Linked In Learning Access:
  Expand your skills with access to a vast library of online courses.
• Employee Benefits Platform:
  Enjoy perks and discounts through our employee benefits platform.
• Pension Scheme:
  Secure your future with our pension scheme, featuring a 6% employer contribution and a 1% employee contribution.
• Hybrid Work:
  Embrace flexibility with up to 2 days of remote work per week.
• Employee Assistance Program (EAP):
  Access confidential support and resources for personal and professional challenges.
• Free parking space

For more information see: