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

Finding the fearless.

To stay ambitious, we need a Team Manager who will embrace our heritage as we look to elevate our future. We’re looking for candidates who see the possible in impossible; those who are open-minded and humble, not afraid to take a risk if it’s the best option for our business.

Our Customer Care Operation teams are passionate about our customers, their colleagues, the business and their area of expertise.

The opportunity.

In this role you will be reporting into the Customer Care Team Manager who you will build and maintain a close working relationship with the Senior Leadership Team.

You will have operational responsibility for the Customer Care Operations and will work with internal stakeholders to ensure all associated Objectives, Targets and Service Levels are achieved whilst continuously seeking positive improvements to improve the overall Customer Care department.

The responsibility.

• Actively promote best practice whilst developing the Customer Care supporting teams.
• Be responsible for developing, managing, and ensuring operational teams achieve key service metrics which deliver customer satisfaction and maximize sales opportunities daily.
• Design and manage the deployment of Customer Care improvements which promote innovation and best practice across the department.
• Establish and maintain strong working relationships with wider business internal stakeholders to ensure there are clear lines of communication on upcoming customer impacting Promotions and Sales Campaigns. Understand what impact they could have on the Customer Care Operation (forecasting & planning) and ensure any actions are taken in a timely manner to ensure the operation is not negatively impacted.
• Lead the daily co-ordination and production of associated reporting relating to Customer Care Operations.
• Drive continuous improvement by evaluating and recommending positive changes which can be made to existing policies and processes to drive improvements in customer experience and deliver operational efficiency gains.

QUALIFICATIONS

The person

We are looking for a person with a proven track record of effective leadership of 50+ FTE within a busy Customer Care operation. You will be willing to work as part of a team delivering high quality, responsive and accurate services for our customers. You will be friendly and approachable with a positive, can do and motivating attitude. You will have a flexible and proactive approach to working practices and changing demands with excellent interpersonal skills and the ability to work under pressure, prioritise, meet deadlines and exceed KPI’s. 

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.