Overview
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. We elevate the retail experience for our consumers through a collection of established brands, including Sports Direct, FLANNELS, USC, Frasers, and GAME.
Our vision – we are building the world's most 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.
Our people are forward thinkers who aren’t afraid to operate outside their comfort zone to change the future of retail. To thrive here, you should live by our principles.
* Think without limits – Think fast, think fearlessly, and bring the team with you
* Own it and back yourself – Own the basics, your role and the results
* Be relevant – Relevant to our people, our partners and the planet
Are you ready to join the Fearless?
The Opportunity
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 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.
* Maintain high standards of verbal and written communication and apply an agile approach to each customer’s needs.
* Log, record and resolve customer contacts and issues efficiently across all functions within Frasers Group.
* Take ownership of customer contacts and complaints and liaise with various departments, building rapport with Store management and other Frasers Group functions to reach the best resolutions and promote best practice.
* Act on customer feedback to recover potentially lost customers and/or resolve concerns.
Qualifications
Essential Skills/Experience:
* Excellent written, verbal and presentation skills
* Passionate about providing exceptional customer service and creating positive experiences
* Excellent PC literacy and working knowledge of Microsoft packages
* Ability to work well under pressure and multitask
* Attention to detail and willingness to challenge the norm
* Ability to work independently within an established team
* Respectful and able to build strong working relationships
* Strong team player and able to gain trust from colleagues
* Enthusiastic, positive, resourceful and resilient
Additional Information
Along with your benefits package we offer a wide range of perks for our colleagues:
* Frasers Champion – a peer-nominated recognition where winners may receive a bonus for living our principles.
* Frasers Festival – a company-wide event with brand experiences, guest speakers and activities.
* CEO Sessions – quarterly sessions with our CEO and leadership team for selected employees.
* Retail Reconnect – two days in-store or in the warehouse to understand how work impacts frontline teams.
* Frasers Fit – wellbeing program including free gym classes and discounted memberships.
* Retail Trust – free access to wellbeing support, helpline, counselling and financial/legal resources.
What’s next?
Our Recruitment Team will review applications and all candidates will receive a response. Shortlisted applicants may be asked to confirm key details before a first-stage interview. If successful, there may be two further interview stages focused on behaviour, culture alignment and technical assessment.
Seniority level
* Entry level
Employment type
* Full-time
Job function
* Administrative
Industries
* Retail
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