Jobs at Berry Bros & Rudd Fine Wine & Spirits Merchant

Customer Service Representatives (FMV)

We are currently recruiting for three Customer Service Representatives to join our Customer Service team in Basingstoke supporting our on/off-trade brand Fields, Morris & Verdin. FMV is an agency/wholesale wine importer that currently ships from over 100 producers on an exclusive basis and sells directly to the UK trade (both retail and restaurant). Alongside Berry Bros. & Rudd Wholesale, FMV forms the on/off-trade sector of Berry Bros. & Rudd Ltd.

In this role, you will be responsible for ensuring all sales orders are processed accurately and in a timely manner. You will also be responsible for handling all customer service queries, providing our customers with the advice they are looking for or resolving their issue as quickly as possible. You will support the wider business by completing a range of administrative tasks such as updating customer accounts.

The successful candidate must have previous customer service experience interacting with customers over the phone and email, therefore an excellent telephone manner and good attention to detail, with the ability to multi-task and work well under pressure within a busy environment will be vital. Experience working for a premium brand is a benefit, as are any wine qualifications. We use a variety of systems so a high level of IT literacy and the ability to learn new tools quickly is important. Previous experience of order processing with ERP systems is desirable.

These positions will be based in Basingstoke and are contracted at 35 hours per week, usually between 9.00am and 6.00pm Monday to Friday, but flexibility is essential and regular Saturday working will be required from 10am – 4pm.

These positions will be based in Basingstoke and are available immediately. The hours will be 35 hours per week, worked on a shift basis covering the hours of 7am to 6pm, Monday to Friday, but flexibility is essential during our peak periods, and some Saturday hours will be required. If you are interested in this role, or alternatively know someone who may be suitable, please send a CV and covering letter to Michaela Cloke at michaela.cloke@bbr.com .

3 x Cellar Assistants (London) (4 & 2 month fixed-term contracts)

Our new London shop at 63 Pall Mall offers an extraordinary range of wines and spirits, and whether £10 or £10,000, each bottle comes with the same world-class service and advice that you expect from Berry Bros. & Rudd. To continue providing a high level of service to our London shop and our customers, we are looking to recruit three Cellar Assistants on a temporary basis, reporting to Allan Perry, Cellar Manager.

In this role, you will work within a small team to pick orders ready for collection, deal with shop deliveries, help the shop floor staff in making sure the shop is adequately stocked, and provide general assistance in the operation of the London cellars.

The successful candidates will ideally have logistics experience in a retail atmosphere, experience of manual handling in a busy environment and an understanding of the importance of exemplary customer service while working under pressure. Excellent attention to detail, a flexible approach and the ability to work both within a team and independently will be essential skills in this role.

Hours of work are 35 per week, ranging from 7am to 8pm on a shift basis, Monday to Friday. A degree of flexibility is required due to the varying demands of the business. The start date is September (for one Cellar Assistant) and November (for two further Cellar Assistants) with an end date of 22nd December 2017.

If you are interested in this role, or alternatively know someone who may be suitable, a CV and covering letter should be sent to Michaela Cloke at michaela.cloke@bbr.com.

Driver (Fixed-term contract)

We have an exciting opportunity for a Driver join our team at Berry Bros. & Rudd on a fixed-term basis until the end of May 2018. Based out of our Basingstoke Head Office, you’ll be the face of the business making deliveries to both our private and business customers.

Delivery represents a critical touch-point in a customer’s experience with us and our drivers are instrumental in making sure every customer receives the very highest level of service. You will be responsible for driving a multi-drop route - your route will vary, but the bulk of our deliveries are into central London and the Home Counties. You will be responsible for the maintenance of your vehicle, provided by the Company, to the highest standards in keeping with the Berry Bros. & Rudd brand. Our orders come in all shapes and sizes, some are irreplaceable, therefore you will need to ensure you are able to account for every order and its integrity at all times whilst doing your best to avoid all damages. You will work closely with our Customer Service team and our Despatch office to ensure the operation runs smoothly.

Previous delivery experience is required. Experience operating in central London would be highly advantageous. High personal standards and a clean driving licence are a must. Our customers are incredibly varied and you’ll need to be able to deliver great customer service to every one of them, using excellent communication skills and high levels of emotional intelligence.

You will report to the Despatch Manager and the role is contracted at 40 hours per week, typically worked 8am to 5pm, Monday to Friday, although flexibility is required, especially at peak times.

If you are interested in this role, or alternatively know someone who may be suitable, a CV and covering letter should be sent to Michaela Cloke at michaela.cloke@bbr.com.

Customer Service Manager

We have an exciting opportunity for an experienced Customer Service Manager to join us and lead our 15-person strong Customer Service team, comprised of our Customer Service agents, Inbound Wine Advisors, Payments team and ServiceDesk.

As a critical front-line function, our Customer Service team is responsible for handling all external and internal customer service issues through to resolution and for upholding the very highest levels of service. Equally important is the team’s responsibility for managing a series of business-critical back office tasks to ensure our operation runs smoothly.

We are looking for someone who can take ownership of the team, drive real change and be responsible for its continued growth and development, while ensuring its day-to-day operations continue to run smoothly. In addition to being an escalation point for the team, the Customer Service Manager will be responsible for reviewing all our processes and tools to make sure that we’re dealing with enquiries as efficiently as possible.

Skills and experience:

Management experience in a customer service environment
A passion for delivering the very best levels of customer service
Strong people management skills, emotional intelligence, curiosity and critical thinking
A proven track record of motivating your previous teams and driving quantifiable improvements
An analytical and data driven approach coupled with experience delivering projects and managing teams through change
Experience working for a luxury brand or within the wine and spirits industry would be a bonus

This role will report into the Head of Customer Experience. The successful candidate will be supported by a well-established team and an experienced Team Leader.

This role is based at our Head Office in Basingstoke, Hampshire and is contracted at 35 hours per week, worked 9am to 5pm, Monday to Friday. In keeping with the seniority of this role, flexibility is required, especially at peak times. If you are interested in this opportunity, or know someone who may be suitable, please send a CV and covering letter to Michaela Cloke at michaela.cloke@bbr.com.

Drivers

We have an exciting opportunity for two drivers to join our Despatch team at Berry Bros. & Rudd. Based out of our Distribution centre in Battersea, London, you’ll be the face of the business making deliveries to both our private and business customers.

Delivery represents a critical touch-point in a customer’s experience with us and our drivers are instrumental in making sure every customer receives the very highest level of service. You will be responsible for driving a multi-drop route - your route will vary, but the bulk of our deliveries are into central London and the Home Counties. You will be responsible for the maintenance of your vehicle, provided by the Company, to the highest standards in keeping with the Berry Bros. & Rudd brand. Our orders come in all shapes and sizes, some are irreplaceable, therefore you will need to ensure you are able to account for every order and its integrity at all times whilst doing your best to avoid all damages. You will work closely with our Customer Service team and our Despatch office to ensure the operation runs smoothly.