Meet the team, Rebecca, Head of Customer Services
From answering sizing queries to advising on the best shades to pair together, Rebecca Bennett is the person at the end of the phone here at Kettlewell HQ, helping to make our customers’ colour wishes come true (or at least having a very good try!). Read on to find out more about her typical day as Head of Customer Services…
How did you come to join the team? Have you always worked in customer relations?
Before joining Kettlewell I actually worked for an air conditioning company in Bridgwater for ten years. When I decided to move back to my hometown, I was on the lookout for a job closer to home, so I applied for the role at Kettlewell one morning and had an interview later the same afternoon. I remember John asking me at the interview what my favourite biscuit was (apparently you can tell a lot about a person from their answer). I said Chocolate Digestives, which must have been acceptable, because after a trial morning at Kettlewell HQ I was told I had the job! Quite a change from dealing with air-con parts and engineers.
Tell us about your role and what it involves…
I run the customer service desk, answering all the customer emails, phone calls and queries, liaising with both our UK and US call centres and Royal Mail, and also handling any queries from colour stylists. And then there’s the catalogues, mailing lists, helping with returns and sending out samples to influencers, fashion editors and stylists for magazine fashion shoots. I’m in monthly contact with the team at British Vogue – they are always requesting samples of our Silky Roll Necks, and most seasons I send out items like our Robyn and Rachel Jackets to the ladies on Loose Women. On top of that I’m in charge of the housekeeping for the company, making sure the milk and biscuit rations are stocked up for the whole team!
Do you have a typical day? What are the most common queries you deal with?
No two days are ever the same. The queries vary from garments issues to ironing tips to style advice. Most common queries are checking measurements, amending orders and confirming stock availability.
What are the lengths you go to make your customers happy?
I think as a company we go to the ends of the earth to keep our customers happy – that’s what we thrive on. It’s lovely to be able to send out a Cashmere Gauze Stole to a customer for a wedding and rush the order through so it’s dispatched quickly. And it’s great to hear a happy story and how colour has made a customer’s day. I have a great relationship with our returns/dispatch team and we are always helping each other and making colourful wishes happen for our customers.
"I wanted to let everyone at KETTLEWELL know that Rebecca Bennett in Sales has helped me out repeatedly over the years. She is very sweet and provides the best customer service I have found anywhere." - Barbara
What do you think is the secret to successful customer care?
Patience. Occasionally I will have to deal with an upset customer and it’s important to let them have their say and try to help them in any way I can. I just want to make the situation right for them.
Favourite part of the job?
There’s a chap I’ve been speaking to since I first started working at Kettlewell, who rings every season to order for his wife and have a little chat. We always end up putting the world to rights! That’s special and what customer care is all about.
Talk us through having your colours done. What is your season and style personality?
I went with my colleague Anna to see Gilly from House of Colour back in 2013 and we both had a colour morning with her. It was such fun seeing how much the drapes affected our skin tone. I’m a Sprinter Winter, which I love as I can wear colours from the Spring and Winter palette, and my style personality is Natural Classic.
Becky is wearing a True Red Imogen Top and a True Blue Diamond Print Infinity Scarf (left)
and a Blueberry Studio Sweatshirt (right)
How has knowing your best colours changed your life?
One of the best things the colour analysis did for me was persuade me to grow out my hair dye (I was quite a lot blonder). It’s a challenging thing to do when you have longish hair and it took a few years but it’s the best thing I’ve ever done. I’d dyed my hair since I was a teenager, and it’s so liberating and low-maintenance now. It saves me a fortune and I know it matches any colour in my palette and my skin doesn’t look washed out.
Younger Becky with blonde hair
How do you apply your knowledge of colour to help your customers make their best choices?
Over the years I’ve picked up a lot from Melissa and the design team and when I give advice I can do it from a place of knowing what I’m talking about. Some customers call and ask if you can plan a whole order for them, from colours to style, etc. I use my own personal choices and hope I can put good colours together for the customers.
If you could pick your favourite Kettlewell colour and style…
I love our camisoles and wear one most days; I even sleep in the long camisoles! Each winter I treat myself to a new colour in the Silky Roll Necks. I’ve recently fallen in love with the Imogen, which hangs so beautifully, and I have quite a collection of Florence Infinity Scarves. My favourite colour has to be anything in cobalt/electric blue, purple and, dare I say it, plain old navy!
Some of Becky's favourites: Bright Teal Silky Roll Neck, Cobalt Blue Studio Sweatshirt , Silver Lace Camisole, Bright Navy Camisole, Cosmos Purple Imogen Top, Dark Amethyst Merino Infinity Scarf, Sapphire and Blue Jewel Florence Infinity Scarves
Lynn on Mar 20, 2024 1:37 PM
It was good to talk to you Rebecca re:- my Nile Blue Chelsea Blazer, your thoughts on trying stripes worked well, my aubergine striped pina top looks quite edgy! Even some pinks look good.
Many thanks
Lynn
Genene Triggs on Mar 08, 2023 6:12 PM
Rebecca is the very best. She’s knowledgeable, extremely patient, very professional and yet still so friendly and approachable. I never worry about contacting Rebecca if I have a query about anything at all, be it advice on anything Kettlewell related or querying a payment (sorry about that Rebecca).
John did so right in giving Rebecca the job that morning and she’s gone up in my estimation even more now that I know that chocolate digestives are her favourite biscuits…they’re my favourite too.
Genene x
Genene Triggs on Mar 08, 2023 6:08 PM
Rebecca is the very best. She’s knowledgeable, extremely patient, very professional and yet still so friendly and approachable. I never worry about contacting Rebecca if I have a query about anything at all, be it advice on anything Kettlewell related or querying a payment (sorry about that Rebecca).
John did so right in giving Rebecca the job that morning and she’s gone up in my estimation even more now that I know that chocolate digestives are her favourite biscuits…they’re my favourite too.
Genene x
Karen Harrison on Oct 27, 2022 2:15 PM
So lovely to see you and read about your journey into the Kettlewell family. You have always been a great help - having the confidence to contact “Customer Care” brings with it trust in the company.
Sue Berry on Oct 25, 2022 8:37 PM
Hi
Thank you Rebecca for your kindness and help always a pleasure speaking to you.
Helen H on Oct 25, 2022 4:59 PM
Rebecca was very helpful and pleasant when I contacted her about arranging delivery after a holiday. It is lovely to see her in all her Winter colours. (Well done for ditching the blonde hair! I'm sure many Winters have been there and it does mess up our colours - take heart though, as they look fabulous again with silvery white!)
I agree about customer service from KW - it's the best ever. The returns and refunds section is brilliant too. You are all much appreciated and your devoted following has grown for a good reason.
Anne Reynolds on Oct 25, 2022 2:24 PM
I am desperately trying to buy an Erin in Lobelia, LL size, as I love my plum purple so much. Is there any chance of this coming back again?
Kettlewell Colours: Unfortunately we have no immediate plans to reorder Lobelia Erin Jackets but it is always worth keeping an eye on the website in case we have a return.
Eileen S. on Oct 24, 2022 7:48 PM
It is so lovely to see the face behind the voice! Rebecca has always been extremely polite, professional, and efficient. She is one of the best customer service reps I have ever met! I just posted recently how great customer service is so important; this is one of the many reasons why I will be a Kettlewell customer for life.
Priscilla Jones on Oct 24, 2022 4:38 PM
So nice to see the WONDERFUL and lovely Rebecca. She has helped me on so many issues. She has gone Above and Beyond, numerous times.
Thank you Kettlewell for letting us “meet” and get to know a little bit about her. Thank you Rebecca for all your time, attention and assistance.
STELLA PLANT on Oct 23, 2022 10:25 AM
It’s lovely to see the person on the other end of my “ desperate “ emails. You have always been so helpful .
Alison Marsh on Oct 23, 2022 9:31 AM
Lovely to see your photo and your interview and thank you for your help this September ensuring my order arrived after my holiday.
Karen W. on Oct 22, 2022 7:10 AM
Loved this interview with you, Rebecca, and so wonderful to see you looking so lovely in your beautiful Kettlewell colors! You have always been so helpful to me, and I just wanted to let you know how much I appreciate you (and, of course, the whole Kettlewell team!) Many thanks for all that you do!
Sally Andrade on Oct 21, 2022 9:19 PM
Very nice to put a face to the name! Rebecca has always been so helpful.
Gillian Fox on Oct 21, 2022 9:11 PM
I too have only emailed Kettlewell once, and this was last week. Within two hours Rececca replied having asked Jo’s advice and given me her thoughts. Absolutely incredible, shows such care, thoughtfulness and efficiency. You are a gem Rebecca and it is lovely to read about you.
Ilse on Oct 21, 2022 9:11 PM
Hello Rebecca, so lovely to “meet” you. I can only agree with all the other people that have commented on this blog. You are leading THE BEST customer services ever. I am always impressed by how quickly you answer my question and how helpful the answers have been. Thank you!!!
Debbie Fugal on Oct 21, 2022 5:28 PM
Great to meet you in person, Rebecca! You have always been so helpful to me as I have emailed KW with delivery and return issues. You have gone the extra mile to make sure I am always happy. As a result I am now a lifelong US Kettlewell customer!
Jackie McGrady on Oct 21, 2022 3:46 PM
My favourite person at Kettlewell next to Melissa. Dear Rebecca you have so much patience and are the best customer services person I have ever known. It was lovely to read your blog and see your pictures. Thank you for all the help you have given me. .
Margaret on Oct 21, 2022 3:17 PM
Rebecca is a saint. It's lovely to see her being highlighted in this way. Such a helpful, kind and insightful person. You can tell that she (and everyone else in your company) really cares about the products and customer care.
Anne Dye on Oct 21, 2022 3:08 PM
I have only once had to email Rebecca but her response was almost instant and she immediately put a solution in place. Above and beyond customer service. I can’t fault it.
Well done Rebecca. And it’s lovely to put a face to your name!
Susan Lyes on Oct 21, 2022 2:52 PM
So lovely to see Rebecca and read her comments - Kettlewell feels like family and friends - thank you for this post
Elizabeth Brocklehurst on Oct 21, 2022 1:25 PM
You look lovely And all those colours suit you.
Marsha Shufrin on Oct 21, 2022 1:24 PM
What a wonderful write up on Rebecca, the women on the other end of my emails. She has resolved so many of my issues, answered sizing questions and done with some “hand-holding” on deliveries that seem to have taken an eternity to arrive. Her responses are always so prompt. Hugs to Rebecca!