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.
* At Frasers Group Financial Services, we are constantly evolving & transforming, and we now have an exciting and rewarding opportunity for an ambitious Contact Centre Training and Quality Manager to develop the capability of FGFS operational colleagues, designing and delivering bespoke inductions and identifying ongoing training and development needs through quality monitoring activities, building colleague competence and capabilities in a commercially viable way.
Key Responsibilities:
* Identifying and anticipating recruitment needs across the contact centre, proactively engaging with business leaders, key stakeholders, ensuring all new hire inductions are planned and delivered timely and according to business requirements
* Designing cost-effective training solutions and practices that meet needs of the learner and the business
* Designing and delivering development approaches and programmes, driving a culture of high performance, engagement, and motivation
* Supporting the business change agenda ensuring contact centre readiness to embed change
* Leading contact centre quality monitoring activities ensuring effective control assessing colleague performance against business policy, standards, and regulatory requirements.
* Leading and driving the development of the team, where the performance and potential of people is maximised
* Experience of leading and managing a training and quality function within the financial services sector
* Proven track record of successful delivery of annual training plans that meet the needs of the business and realise value add and/or agreed return on investment
* Ability to deliver in a fast-paced environment
* Ability to deliver and manage conflicting and changing priorities
* Is delivery and customer focussed
* Proven track record in stakeholder management
* Ability to manage conflict and knows when to escalate
* Self-motivated with the ability to work individually and as part of a wider team
* Attention to detail
* Excellent communication skills, both verbal and written
Frasers Group Financial Services is ambitious, the business is growing quickly with the solid foundations of the wider Frasers Group supporting it. We have a lot of experienced colleagues who will tell you they love working here because of the great people and the opportunity to develop your career.
Frasers Group Financial Services is committed to delivering a positive colleague experience and to be able to make the most of it you need to immerse yourself into delivering on our principles:
* Think without limits - Think fast, think 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
As FGFS is within a regulated environment any offer is subject to satisfactory background checks including criminal record check, credit check, and employment references.