Customer Service Advisor

At Frasers Group we’re rethinking retail. Through digital innovation and unique store experiences, we’re serving our consumers with the world’s best sports, premium and luxury brands globally. As a leader in the industry, we’re elevating the retail experience for our consumers through our collection of established brands, including Sports Direct, FLANNELS, USC, Frasers, and GAME.

Ourvision-we are building theplanet’smost admired and compelling brand ecosystem

Our purpose-we are elevating the lives of the many with access to the world’s best brands and experiences

At Frasers Group, we fear less and do more. Our people are forward thinkers who are driven to operate outside of their comfort zone to change the future of retail, embracing challenges along the way. The potential to elevate your career is massive, the experience unrivalled. To be able to make the most of it you need to live and breathe our principles:

Own itand back yourself- Own the basics, own your role and own the result

Thinkwithout limits-Think, think fast, think fearlessly

Be relevant-Relevantto our people, our partners and the planet

Are you ready to join the Fearless?

Job Description

Are you passionate about delivering a great customer experience whilst thriving in a fun, fast-paced environment? If you are, then why not join our team and be part of one of the fastest growing retail companies in the UK.

The Role

To manage customer contacts through various channels (Web Chat, Social Media, email and Telephony) on behalf of Frasers Group. You will work both independently and as part of a team, liaising with other parties such as stores, couriers and the distribution warehouse to ensure that the customers’ experience with Frasers Group is the best that it can be.

Key Responsibilities

• Provide excellent and personable Customer Care to Frasers Group customers through all available channels.
• Work with the highest standard of verbal and written communication and utilise an agile and nimble approach to each customer’s needs.
• Log, record and resolve customer contacts and issues in an efficient and professional manner across all functions within Frasers Group.
• Take ownership of customer contacts and complaints and liaise with various departments, creating rapport with Store management and other Frasers Group functions to reach best resolutions and through that actively promote best practice.
• Take action on customer feedback to recover potentially lost customers and/or resolve concerns.

Qualifications

• Excellent written, verbal and presentation skills
• Passionate about providing exceptional customer service, going the extra mile to create positive experiences for our valued customers
• Excellent PC literacy and a working knowledge of Microsoft packages
• Ability to work well under pressure and multitaskAbility to pay close attention to detail and not scared to challenge the norm and think outside the box
• Natural ability to work independently within an established team
• Show respect to others in a positive manner and build strong working relationships
• Strong team player and role model, capable of gaining trust from your team and peers
• Enthusiastic, positive, resourceful and resilient.

Additional Information

Along with your benefits package we also offer a wide range of perks for our colleagues:

• Frasers Champion- Our employees are at the heart of our business and we ensure individuals are recognised every single month for their hard work. Frasers Champion is a peer nominated scheme where 8 winners will receive double their pay for a month where they have lived the Frasers Group values.
• Retail Reconnect – In order to build the planets most admired and compelling brand ecosystem, all employees must understand our business, product and customers. Each financial year, head office employees will gain insights by spending one to two days in one of our stores or the warehouse. The goal is to learn how the work you do impacts our teams on the frontline, and to bring ideas back to the office which will improve how we work.
• Fearless 1200 – Fearless 1200 is our way of recognising our growth. It’s bold, ambitious, and designed to reward colleagues across the business for living our values and delivering impact. Fearless 1200 links how we perform to how we're rewarded – check out the video link to find out more -
• Frasers Fit – Our Everlast Gyms Team are on a mission to make our workforce the best, and fittest on the planet! We run free gym classes for employees as well as discounted memberships to our clubs. Frasers Fit is our wellbeing programme which aims to support and improve colleagues Physical, Financial & Mental wellbeing. The app is accessible for every employee and includes training, nutrition and lifestyle advice- all completely free.
• Retail Trust – We know that its not just about physical health, mental wellness is equally important which is why all of our employees get free access and support from the Retail Trust charity. This includes a 24 hour wellbeing helpline, wellness hub, counselling and financial/legal support.

What’s next?

Our Recruitment Team will be reviewing applications and all candidates will receive a response, whether you are successful or unsuccessful. Shortlisted applicants may be asked to confirm a few key details before being booked in for a first stage interview with the Recruiter - this will be behaviourally focussed and centred around how you align with our Culture and Values. If successful we anticipate one or two further interview stages with the Hiring Manager/wider team which will be more technically focussed and could include a presentation/task so we can see your skills in action.

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