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Customer Service Operations Manager
2 months ago
About Us
Frasers 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 Description
We're seeking a skilled leader to manage the operational contact centre plan, ensuring the performance of their teams across all channels. The ideal candidate will have experience in financial services, delivering in a FCA regulated environment, and managing complaints functions with a full understanding of DISP.
Key Responsibilities
- Lead and manage the successful delivery of the operational contact centre plan
- Maximise the performance of teams across all channels
- Ensure continuous improvement, quality, TCF, and regulatory standards are met
- Deliver customer experience goals and objectives
Requirements
- Experience of working within financial services and delivering in a FCA regulated environment
- Experience of managing a complaints function with a full understanding of DISP
- Extensive experience of working and delivering in a contact centre environment
- Experience with standards and guidelines such as Ofcom, GDPR
- Delivery and customer-focused
- Experience of leading, managing, and maximising the performance of others
- Proven track record of consistently meeting and exceeding KPIs and targets
- Ability to generate positive team ethos and morale that delivers outcomes
- Proven track record in effectively applying consistent performance and consequence management
- Ability to plan and prioritise effectively to meet changing priorities and demands
- Ability to interpret data and information to highlight opportunities and minimise risk
- Experience of risk management
- Excellent communication and engagement skills
- Proven track record in effective facilitation and communication at multiple levels
- Is commercially astute
- Ability to engage and influence stakeholders at an appropriate level
- Is analytical, pragmatic, and systematic in approach to problem-solving
- Ability to manage conflict and knows when to escalate
