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Customer Service Advisor

2 months ago

London, Greater London, United Kingdom SOFA Full time
This role is based within our head office customer service team and provides excellent service to customers who would like to or have purchased from us. The role requires you to be a brand ambassador, always representing at the highest level using multiple channels.

You'll be proactive, organised, with the ability to prioritise. You'll also work to target KPI's, alongside demonstrating a high level of professionalism in all communication, reflecting company standards. This role requires flexibility and is based in our Chelsea offices.

Working alongside the trade, delivery, warehouse, and store teams, the customer service team works to help our customers choose and create their perfect living space and resolve any queries pre or post delivery.

Deliver a seamless and stress-free experience whilst recognising the importance of customer care Work collaboratively with team members and other departments to deliver positive and helpful resolution of customer support questions received through e-mail, phone and social media. Provide relevant information regarding our products to enable customers to make informed decisions before purchasing Create and manage customer quotes with sales conversion targets Resolve customer queries & complaints about new or existing orders via telephone and email ·Support customers and provide information about our 3rd party consumer propositions (Consumer Finance & Customer Fabric Insurance) Maintain exceptional product knowledge of everything current and new within the business Meet target KPI's Collate and log daily statistics The Customer Service team operate across a 7-day working week, therefore Saturday & Sunday availability/flexibility is essential.

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 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. Have experience working within a customer service role Possess an excellent telephone manner and written communication skills Have experience using ticketing systems Be enthusiastic and dedicated to providing excellent customer service Be professional, friendly and approachable with a can-do attitude towards internal and external staff at all times Be a strong multi-tasker who can work to schedules and deadlines Have a proactive attitude towards resolving customer queries Work well independently and as a part of a team Experience within a luxury brand or with big ticket items