Job Description
To manage, coach, develop, and monitor the effective performance of a Customer Services team, to enable them to achieve targets and KPIs including but not limited to, Productivity, Quality, Adherence, and Customer Satisfaction. To lead from the front as a role model for the team, promoting colleague engagement, growth mindset, and ensuring the success of Frasers Group is at the forefront of all practices.
The responsibility.
1. Managing and monitoring advisor and team performance to deliver KPIs, targets, quality standards and outcomes.
* Ensure the team achieves all set SLA’s, delivers a minimum 85% Quality Assurance score and that monthly 1-2-1s are had with each advisor.
* Deliver updates, participate and regularly host in our CS Operational Huddles to identify challenges and successes across the operation.
* Ensure that advisor records are kept up to date within the CS Management Hub and HR Personnel File.
1. Managing and monitoring the daily workload plan adherence to deliver optimal performance and KPI achievement
* Work closely with both your Team Manager and WFM Team, ensuring that your team are achieving business KPIs; also ensuring that individual performance targets are being met, including an adherence target of 95%.
* Support the team with handling escalated queries across all channels, ensuring that the highest standard of Customer Service is being provided.
* Promote our Goodwill Gesture structure across the operation, ensuring that the team are providing an exemplary level of Customer Service.
1. Managing and developing the performance and potential of the team
* Work closely with your direct reports to promote best practice, conducting 2 quality checks per month and delivering valuable coaching and feedback for each quality check.
* Conduct a quarterly skills matrix in line with Talent Density, with the purpose of creating a PDP for each advisor to be reviewed within each 1-2-1.
* Adhere to HR and People policies, procedures and standards and be responsible for managing your team’s adherence to these policies.
1. Providing continuous improvement support to ensure that projects and continuous improvement activities land successfully in the team
* Act as a subject matter expert in your area, identifying and recommending areas in which processes can be improved and feeding this back to your Team Manager.
* Ensure that any changes are communicated and implemented in a timely manner.
* Communicate effectively within your team, promoting engagement and escalating relevant queries with the relevant stakeholders whilst ensuring your Team Manager is always informed prior to implementation of any change within the team.
Qualifications
* Experience of managing and maximising the performance of others, actively promoting best practice within a team whilst being a team player
* 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 experience with IT systems including, but not limited to; Microsoft applications, Contact Management Systems and Workforce Management systems
Additional Information
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.