Company Description
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.
Working hours - 8.00am -5.00pm / 11.00-8.00pm 1 in 4 weekend 9.00 – 6.00pm
Job Description
Finding the fearless.
We’re looking for a confident and driven individual to join us as a Customer Service Senior Advisor. You'll bring energy, ambition, and a problem-solving mindset to support your team and elevate our customer experience.
- Be the first point of support for your team and lead by example.
- Handle escalated customer queries with confidence and care.
- Coach, support, and motivate advisors through regular feedback and live support.
- Monitor team performance and help hit KPIs like productivity, quality, and customer satisfaction.
- Lead team huddles, share updates, and drive engagement.
- Identify areas for improvement and support continuous development.
- Support task management, including escalated tickets, delivery issues, and aftercare.
- Walk the floor, check in with remote workers, and promote top-tier service standards.
Qualifications
- Be a team player, with experience of engaging with and maximising the performance of others.
- Ability to plan and prioritise effectively to meet changing priorities and demands.
- Delivery and customer-focused, but always able to think commercially.
- Ability to engage and influence stakeholders at an appropriate level.
- Analytical, pragmatic, and systematic in approach to problem solving.
- Ability to manage conflict and know when to escalate.
- Encourage a growth mindset within the team to help facilitate continuous improvement.
- Excellent communication and engagement skills with internal stakeholders and customers
- Act as a role model and be accountable within the department, and promote best practice.
- Competent and experienced with IT systems, including, but not limited to, Microsoft applications, Contact Management Systems and Workforce Management systems.
Additional Information
An opportunity like this at Frasers 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:
- Think without limits - Think fast, fearlessly, and take the team with you.
- Own it and back yourself - Own the basics, own your role and own the results.
- Be relevant - Relevant to our people, our partners and the planet.
The Benefits
- 20% off purchases made in our retail stores and online.
- Everlast Gym - discounted membership
- 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.
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What We Do
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 including Sports Direct, Flannels, GAME, Jack Wills, Sofa.com, Evans Cycles, USC, and Everlast.
We believe the higher the risk, the greater the reward. We’ve never been afraid to strive forward and change the way the industry operates, diversifying our portfolio and elevating stores.
We’re pushing the boundaries of traditional retail environments; future-proofing our business and improving product access to create a shopping environment that will be fit for purpose for many more years to come.
We’re not sitting back – there’s no room for hesitation.
