Job at a glance
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.  Why join us?  Our vision - we are building the planet’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  At Frasers Group, we fear less and do more.
Our people are forward thinkers who are driven to operate outside of their comfort zone to change the future of retail, embracing challenges along the way. The potential to elevate your career is massive, the experience unrivalled. To be able to make the most of it you need to live and breathe our principles:  Own it and back yourself - Own the basics, own your role and own the result  Think without limits - Think, think fast, think fearlessly  Be relevant - Relevant to our people, our partners and the planet  Are you ready to join the Fearless?
Job Description Are you passionate about delivering a great customer experience whilst thriving in a fun, fast-paced environment? If you are, then why not join our team and be part of one of the fastest growing retail companies in the UK. The Role 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 other parties such as 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. Work with the highest standard of verbal and written communication and utilise an agile and nimble approach to each customer’s needs. Log, record and resolve customer contacts and issues in an efficient and professional manner across all functions within Frasers Group. Take ownership of customer contacts and complaints and liaise with various departments, creating rapport with Store management and other Frasers Group functions to reach best resolutions and through that actively promote best practice.
Take action 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, going the extra mile to create positive experiences for our valued customers Excellent PC literacy and a working knowledge of Microsoft packages Ability to work well under pressure and multitask Ability to pay close attention to detail and not scared to challenge the norm and think outside the box Natural ability to work independently within an established team Show respect to others in a positive manner and build strong working relationships Strong team player and role model, capable of gaining trust from your team and peers Enthusiastic, positive, resourceful and resilient.
Additional Information Along with your benefits package we also offer a wide range of perks for our colleagues: 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 lived the Frasers Group values.
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 one