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 Senior Advisor 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 a Team Leader. You will be first point of contact for agents within your team, for support, mentoring and instructions.

The role involves managing customer contacts through various channels (Telephony, Web Chat, Social Media, Emails, Review Sites) on behalf of Frasers Group as well as any other channels as introduced by the business.

Working both independently and as part of a team, liaising with other parties such as stores, ecommerce teams, IT, couriers, and the distribution warehouse to ensure that the customers’ experience with Frasers Group is the best that it can be. Whilst maintaining a good relationship with team members and Team Leaders.

You will be required to dedicate 50% of your time to standard agent work whilst the remaining 50% of your time being dedicated to tasks that aid the team leader in developing the agent population.

The responsibility.

Provide first class Customer Care to Frasers Group customers through all available channels.

Be motivated to perform your key role duties both in the office environment and if required, working from home.

Being flexible on your approach to the role as business needs evolve, especially during peak periods. 

Take ownership of customer contacts and Grade 2/Whitemail complaints/escalations liaising with your team leader for guidance and achieve the best solution for the customer. You will extract any learnings from the experience and embed them in the team to support best practice.

Act on customer feedback to recover potentially lost customers and/or resolve concerns, by listening to agents and having regular meetings with your Team Leader to discuss improvements.

Complete your own assigned work within Service Levels and work towards maintaining 100% target/satisfaction rate, whilst also working with the team to ensure agents are achieving their set goals.

Manage specific problems that arise on the issue reporting sheet and identify possible learning and development opportunities for colleagues and departmental procedure.

Delivering group training sessions on subject matter highlighted from your time spent on the issue reporting sheet and on Grade 2/Whitemail escalations, to agents within the team.

QUALIFICATIONS

The person.

A strong team player and role model, capable of gaining trust from your team and peers.

Have an enthusiastic, positive, resourceful, and resilient attitude.

Work with the highest standard of verbal and written communication and utilise an agile and nimble approach to every task undertaken.

Demonstrate excellent problem-solving skills: the ability to think quickly and critically.

Attention to detail regarding identifying potential issues, whether that be within the team or customer facing.

Good organisational skills and ability to multitask, prioritise and manage time effectively.

Able to work at a fast pace, but also maintain a high standard of quality.

Flexibility in cross team collaboration during late night shifts and weekends, reporting to the on-shift team leader.

Ability to build strong and respectful working relationships with team members and key stakeholders within the Customer Care department.

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.