Customer Service Operations Manager
2 weeks ago
We are seeking an experienced Customer Service and Complaints Operations Manager to join our team at Frasers Group. As a key member of our operations team, you will be responsible for leading and managing the successful delivery of our operational contact centre plan, ensuring that continuous improvement, quality, TCF, and regulatory standards are met while delivering customer experience goals and objectives.
Key Responsibilities- Lead and manage the operational contact centre team to achieve high levels of customer satisfaction and service quality.
- Develop and implement strategies to improve customer experience, reduce complaints, and increase customer loyalty.
- Collaborate with cross-functional teams to ensure seamless integration of customer service and complaints processes.
- Monitor and analyze customer feedback, complaints, and service metrics to identify areas for improvement.
- Develop and implement training programs to enhance customer service skills and knowledge.
- Ensure compliance with regulatory requirements, industry standards, and company policies.
- Manage and resolve complex customer complaints in a fair and timely manner.
- Provide coaching and guidance to team members to improve performance and achieve goals.
- Contribute to the development of business strategies and plans to drive customer service excellence.
- Proven experience in customer service and complaints management, preferably in a financial services or regulated environment.
- Strong leadership and management skills, with the ability to motivate and develop a high-performing team.
- Excellent communication and interpersonal skills, with the ability to build strong relationships with customers, colleagues, and stakeholders.
- Ability to analyze complex data and information to identify trends and areas for improvement.
- Strong problem-solving and decision-making skills, with the ability to work under pressure and meet deadlines.
- Knowledge of regulatory requirements, industry standards, and company policies related to customer service and complaints.
- Ability to work in a fast-paced environment, prioritizing tasks and managing multiple projects simultaneously.
Frasers Group is a dynamic and innovative company that offers a range of benefits and perks to its employees, including:
- A competitive salary and bonus structure.
- A comprehensive benefits package, including health insurance, pension scheme, and life assurance.
- Opportunities for career development and progression.
- A collaborative and supportive work environment.
- Access to training and development programs to enhance skills and knowledge.
- A range of employee recognition and reward schemes.
If you are a motivated and experienced customer service professional looking for a new challenge, please submit your application, including your CV and a cover letter, to our Recruitment Team. We look forward to hearing from you
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Customer Service Operations Manager
2 weeks ago
Clayton le Moors, Lancashire, United Kingdom Frasers Group Full timeAbout the RoleWe are seeking an experienced Customer Service and Complaints Operations Manager to join our team at Frasers Group. As a key member of our operations team, you will be responsible for leading and managing the successful delivery of our operational contact centre plan, ensuring that continuous improvement, quality, TCF, and regulatory standards...
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Customer Service Operations Manager
2 weeks ago
Clayton le Moors, Lancashire, United Kingdom Frasers Group Full timeAbout the RoleWe are seeking an experienced Customer Service and Complaints Operations Manager to join our team at Frasers Group. As a key member of our operations team, you will be responsible for leading and managing the successful delivery of our operational contact centre plan, ensuring that continuous improvement, quality, TCF, and regulatory standards...
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Customer Service Operations Manager
3 weeks ago
Clayton le Moors, Lancashire, United Kingdom Frasers Group Full timeAbout the RoleWe are seeking an experienced Customer Service and Complaints Operations Manager to join our team at Frasers Group. As a key member of our operations team, you will be responsible for leading and managing the successful delivery of our operational contact centre plan, ensuring that continuous improvement, quality, TCF, and regulatory standards...
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Customer Service Operations Manager
3 weeks ago
Clayton le Moors, Lancashire, United Kingdom Frasers Group Full timeAbout the RoleWe are seeking an experienced Customer Service and Complaints Operations Manager to join our team at Frasers Group. As a key member of our operations team, you will be responsible for leading and managing the successful delivery of our operational contact centre plan, ensuring that continuous improvement, quality, TCF, and regulatory standards...
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Customer Service Operations Manager
3 weeks ago
Clayton le Moors, Lancashire, United Kingdom Frasers Group Full timeAbout the RoleWe are seeking an experienced Customer Service and Complaints Operations Manager to join our team at Frasers Group. As a key member of our operations team, you will be responsible for leading and managing the successful delivery of our operational contact centre plan, ensuring that continuous improvement, quality, TCF, and regulatory standards...
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Customer Service Operations Manager
3 weeks ago
Clayton le Moors, Lancashire, United Kingdom Frasers Group Full timeAbout the RoleWe are seeking an experienced Customer Service and Complaints Operations Manager to join our team at Frasers Group. As a key member of our operations team, you will be responsible for leading and managing the successful delivery of our operational contact centre plan, ensuring that continuous improvement, quality, TCF, and regulatory standards...
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Customer Service and Operations Manager
1 month ago
Clayton le Moors, Lancashire, United Kingdom Frasers Group Full timeAbout the RoleWe are seeking an experienced Customer Service and Operations Manager to join our team at Frasers Group. As a key member of our leadership team, you will be responsible for leading and managing the successful delivery of our operational contact centre plan, ensuring that continuous improvement, quality, and regulatory standards are met while...
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Customer Service Operations Manager
1 week ago
Clayton le Moors, Lancashire, United Kingdom Frasers Group Full timeAbout the RoleWe are seeking an experienced Customer Service and Complaints Operations Manager to join our team at Frasers Group. As a key member of our operations team, you will be responsible for leading and managing the successful delivery of our operational contact centre plan, ensuring that continuous improvement, quality, and regulatory standards are...
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Customer Service Operations Manager
1 week ago
Clayton le Moors, Lancashire, United Kingdom Frasers Group Full timeAbout the RoleWe are seeking an experienced Customer Service and Complaints Operations Manager to join our team at Frasers Group. As a key member of our operations team, you will be responsible for leading and managing the successful delivery of our operational contact centre plan, ensuring that continuous improvement, quality, and regulatory standards are...
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Customer Service Operations Manager
7 days ago
Clayton le Moors, Lancashire, United Kingdom Frasers Group Full timeAbout UsFrasers Group is a leading retail company that's redefining the industry through digital innovation and unique customer experiences. We serve our consumers with the world's best sports, premium, and luxury brands globally.Job DescriptionWe're seeking a skilled Customer Service and Complaints Operations Manager to lead and manage the successful...
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Customer Service Operations Manager
7 days ago
Clayton le Moors, Lancashire, United Kingdom Frasers Group Full timeAbout UsFrasers Group is a leading retail company that's redefining the industry through digital innovation and unique customer experiences. We serve our consumers with the world's best sports, premium, and luxury brands globally.Job DescriptionWe're seeking a skilled Customer Service and Complaints Operations Manager to lead and manage the successful...
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Customer Service Operations Manager
3 weeks ago
Clayton le Moors, Lancashire, United Kingdom Frasers Group Full timeAbout the RoleWe are seeking an experienced Customer Service and Complaints Operations Manager to join our team at Frasers Group. As a key member of our operations team, you will be responsible for leading and managing the successful delivery of our operational contact centre plan, ensuring that continuous improvement, quality, TCF, and regulatory standards...
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Customer Service Operations Manager
4 weeks ago
Clayton le Moors, Lancashire, United Kingdom Frasers Group Full timeAbout the RoleWe are seeking an experienced Customer Service and Complaints Operations Manager to join our team at Frasers Group. As a key member of our operations team, you will be responsible for leading and managing the successful delivery of our operational contact centre plan, ensuring that continuous improvement, quality, TCF, and regulatory standards...
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Customer Service Operations Manager
3 weeks ago
Clayton le Moors, Lancashire, United Kingdom Frasers Group Full timeAbout the RoleWe are seeking an experienced Customer Service and Complaints Operations Manager to join our team at Frasers Group. As a key member of our operations team, you will be responsible for leading and managing the successful delivery of our operational contact centre plan, ensuring that continuous improvement, quality, TCF, and regulatory standards...
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Customer Service Operations Manager
4 weeks ago
Clayton le Moors, Lancashire, United Kingdom Frasers Group Full timeAbout the RoleWe are seeking an experienced Customer Service and Complaints Operations Manager to join our team at Frasers Group. As a key member of our operations team, you will be responsible for leading and managing the successful delivery of our operational contact centre plan, ensuring that continuous improvement, quality, TCF, and regulatory standards...
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Customer Service Operations Manager
3 weeks ago
Clayton le Moors, Lancashire, United Kingdom Frasers Group Full timeCompany OverviewFrasers Group is a leading retail company that is redefining the industry through digital innovation and unique customer experiences. With a portfolio of established brands, including Studio, Sports Direct, FLANNELS, USC, Frasers, and GAME, we are committed to delivering flexible and convenient ways to pay across our collection of brands.Job...
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Customer Service Operations Manager
3 weeks ago
Clayton le Moors, Lancashire, United Kingdom Frasers Group Full timeCompany OverviewFrasers Group is a leading retail company that is redefining the industry through digital innovation and unique customer experiences. With a portfolio of established brands, including Studio, Sports Direct, FLANNELS, USC, Frasers, and GAME, we are committed to delivering flexible and convenient ways to pay across our collection of brands.Job...
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Customer Service and Operations Manager
4 weeks ago
Clayton le Moors, Lancashire, United Kingdom Frasers Group Financial Services Full timeJob Title: Customer Service and Complaints Operations ManagerJoin our team as a Customer Service and Complaints Operations Manager, where you will lead and manage the successful delivery of the operational contact centre plan, maximising the performance of your teams across all channels. Your key responsibilities will include ensuring continuous improvement,...
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Customer Service and Operations Manager
4 weeks ago
Clayton le Moors, Lancashire, United Kingdom Frasers Group Financial Services Full timeJob Title: Customer Service and Complaints Operations ManagerJoin our team as a Customer Service and Complaints Operations Manager, where you will lead and manage the successful delivery of the operational contact centre plan, maximising the performance of your teams across all channels. Your key responsibilities will include ensuring continuous improvement,...
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Customer Service and Operations Manager
1 month ago
Clayton le Moors, Lancashire, United Kingdom Frasers Group Financial Services Full timeJob DescriptionJob Summary:We are seeking an experienced professional to lead and manage the successful delivery of our operational contact centre plan, maximising the performance of their teams across all channels, ensuring that continuous improvement, quality, and regulatory standards are met while delivering customer experience goals and objectives.Key...
