Customer Service Complaints Executive

3 months ago

Shirebrook, United Kingdom Frasers Group Full time

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 GAME, Sports Direct, FLANNELS, USC and Frasers

**Job Description**:
**The opportunity.**

As an Executive and GDPR Complaints Specialist, you will be responsible for managing and resolving escalated complaints from executives and customers related to data privacy concerns in alignment with GDPR regulations. This role requires a high level of discretion, communication skills, and a comprehensive understanding of data protection principles.

**The responsibility**

**Executive Complaints Handling**:

- Address and manage escalated complaints from executives regarding customer service, data privacy, or other sensitive issues.
- Collaborate with internal departments to investigate executive complaints thoroughly and ensure timely resolution.
- Provide executive level support and maintain a high level of professionalism and confidentiality in all interactions.

**GDPR Complaints Management**:

- Serve as the primary point of contact for GDPR related complaints and enquiries.
- Investigate complaints related to data breaches, data access requests, consent issues or other GDPR concerns.
- Coordinate with the Data Protection Officer(DPO) or legal team to ensure compliance with GDPR Regulations involving complaints.

**Personal Injury/Property Damage**
- Serve as the primary point of contact for PI/PD related complaints and enquiries.
- Compile all necessary evidence required to Investigate incident.
- Collaborate with QA Team to investigate PI/PD complaints thoroughly and ensure timely resolution.

**Fraud Returns**
- Collect and unpack returned Fraud parcels checking the enclosed paperwork.
- Locate orders and process required refunds.
- Repack and return parcels to required Warehouse.

**Documentation and Reporting**:

- Maintain detailed record of all executive and GDPR complaints, including investigations, resolutions and follow-up actions taken.
- Prepare comprehensive reports and analysis on the complaint trends, providing recommendations for process improvement.

**Policy Adherence and Training**:

- Stay Updated on GDPR regulations and ensure the company’s policies and practices comply with data protection laws.
- Provide guidance and training to internal teams on GDPR complaint and best practices in handling data-related inquiries and complaint

**Customer Advocacy**:

- Act as a liaison between customers, executives and internal departments to advocate for customer concerns and promote a customer-centric approach in resolving complaints.

**Qualifications**:

- Prior experience in handling executive level complaints or similar roles in a customer-centric environment.
- Strong analytical and problem solving skills with the ability to investigate and resolve complex complaints.
- Ability to plan and prioritise effectively to meet changing priorities and demands
- Delivery and customer focused but always able to think commercially
- Analytical, pragmatic, and systematic in approach to problem solving
- 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
- Attention to detail, Confidentiality and the ability to handle sensitive information with discretion.

Additional Information
**Benefits**
- In return for joining us at Frasers Group, you will receive:

- Staff Benefits which include.
- 20% off purchases made in our retail stores and online.
- 20% off our onsite Everlast Gym.
- Automatic entry into our world class bonus scheme - The Fearless 1000.
- Ongoing training and development with opportunities to progress your career as we continue to grow and expand.

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