Complaints Operations Manager

Company Description

At Frasers Group we’re rethinking retail. Through digital innovation and unique customer 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 providing flexible and convenient ways to pay across our collection of established brands, including Studio, Sports Direct, FLANNELS, USC, Frasers, and GAME

Frasers Group Financial Services is the next chapter of significant growth for the Frasers Group, offering customers across the brands a range of flexible ways to pay and loyalty rewards through an innovative app. The business has well established, resilient roots in the Studio Financial Services business, but is set for unrivalled growth as it scales rapidly, putting the Frasers Group customer at the heart of everything it does.

Based in sites across the UK, Frasers Group employ over 30,000 colleagues in a wide variety of roles, delivering great colleague experiences, many of whom have seen their careers grow with opportunities within the wider business.

Job Description

To lead and manage the successful delivery of the operational contact centre plan, maximising the performance of their teams across all channels, ensuring that continuous improvement, quality, TCF and regulatory standards are met whilst delivering the customer experience goals and objectives

Qualifications

• Experience of working within financial services and delivering in a FCA regulated environment.
• Experience of managing a complaints function with a full understanding of DISP. 
• Extensive experience of working and delivering in a contact centre environment
• Experience with standards and guidelines such as Ofcom, GDPR 
• Is delivery and customer focussed
• Experience of leading, managing and maximising the performance of others
• Proven track record of consistently meeting and exceeding KPIs and targets
• Ability to generate positive team ethos and morale that delivers outcomes
• Proven track record in effectively applying consistent performance and consequence management
• Ability to plan and prioritise effectively to meet changing priorities and demands
• Ability to interpret data and information to highlight opportunities and minimise risk
• Experience of risk management 
• Excellent communication and engagement skills
• Proven track record in effective facilitation and communication at multiple levels
• Is commercially astute
• Ability to engage and influence stakeholders at an appropriate level
• Is analytical, pragmatic and systematic in approach to problem solving
• Ability to manage conflict and knows when to escalate

Additional Information

As FGFS is within a regulated environment any offer is subject to satisfactory background checks including criminal record check, credit check, and employment references.

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

Reward, Recognition and Opportunities

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 thought without limits, owned it or been relevant.

Fearless 1000 – By October 2025, we want our share price to hit £10. If that happens for 30 or more consecutive trading days, all colleagues across the business will receive a bonus! The top 1000 performers in the company will receive unprecedented bonuses, worth from £50,000 to £1million! Senior leaders across the business nominate these performers twice a year for embodying our core values and delivering exceptional performance*.

*subject to terms and conditions

Frasers Festival – an event like no other! Our Frasers Festival is our celebration for Head Office and Retail Staff across the UK and Europe – hosting a MEGA brand village, guest speakers from the world's biggest brands, evening entertainment, the ultimate Frasers Fearless Fitness Challenge and much more.

CEO Sessions – Once a quarter we offer 20 employees the opportunity to attend our “CEO Sessions” ran by our CEO and leadership team. Employees have the chance to connect, network and submit questions around specific topics such as our Sports or Luxury business.

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 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.

Employee Welfare

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 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.