Frasers Group started as a small store in Maidenhead in 1982 and from there, grew to become a global powerhouse. We are now a collection of the world’s most iconic brands.

We’re reimagining retail and believe the higher the risk, the greater the reward. We’ve never been afraid to push forward and change the way the industry operates, diversifying our portfolio and elevating stores. We’re not sitting back – there’s no room for hesitation.

JOB DESCRIPTION

We are seeking an experienced customer service professional to lead a division in the department. We are searching for someone who will manage all forms of customer contact and drive the performance of the customer service advisors in your team. You will be directly reporting into the Customer Service Team Manager and together you will build a dynamic team able to drive the high standards of care our customers deserve.

Ideal candidate will have flexible availability to suit the needs of the business including evenings and weekends to cover the trading hours of the stores.

Key Responsibilities:

• Drive excellent and personable customer service through all available channels
• Work with the highest standard of verbal and written communication and take a flexible approach to understanding the needs of each individual customer
• Develop inventive processes to power the department forward, always with customer satisfaction at the forefront
• Monitor the recording and resolving customer contacts and issues to elevate your team performance
• Liaise with various departments, creating rapport with management and other functions across the business to reach best resolutions and through that actively promote best practice
• Coach, train and develop the team around you to ensure the highest standards of customer service are always provided to our customers
• Scheduling the team to ensure that adequate resource is in place to cover the core customer facing hours

QUALIFICATIONS

Essential Skills/Experience:

• Enthusiastic, positive, resourceful and resilient
• Natural ability to lead and develop a team
• Must have an experienced and varied customer service background
• Ability to work well under pressure and multitask
• Committed to the delivery of an exceptional level of customer service
• Excellent PC literacy and a working knowledge of Microsoft packages
• Ability to pay close attention to detail and not be scared to challenge the norm and think outside the box
• Excellent communication skill

ADDITIONAL INFORMATION

The privilege.

An opportunity like this at Frasers Group is for the fearless.

The potential is massive, the experience unrivalled. To be able to make the most of it you need to live and breathe our principles - you will:     

• Think without limits and take the team with you

You will see the possible in the impossible and will be open-minded and humble, not afraid to take a risk if it’s the best option for the business and ensuring everyone you are working with is with you on the journey.

• Own it and back yourself

You will take pride in what you do with confidence, but not arrogance. You will take ownership of your decisions, stand by your convictions and own the outcome, good or bad.

• Don’t hesitate and act with purpose

You will move with pace and clear intent, always striving to improve what we do. You will be comfortable juggling multiple priorities, acting both decisively and instinctively without overreliance on direction and management.

The Benefits

• In return for joining us at Frasers Group, you will receive:
• Working from Home is supported for this role with periodic requirement to attend Shirebrook for Training / support and coaching.
• Staff Benefits which include.
• 20% off purchases made in our retail stores and online.
• 20% off our onsite Everlast Gym.
• Subsidised Canteen
• Automatic entry into our world class bonus scheme – The Fearless 1000.
• Ongoing training and development with opportunities to progress your career as we continue to grow and expand.