Customer Service Operations Manager
1 month 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 operational contact centre plan to maximise team performance across all channels.
- Ensure continuous improvement, quality, TCF, and regulatory standards are met while delivering customer experience goals and objectives.
- Experience in managing a complaints function with a full understanding of DISP.
- Extensive experience in working and delivering in a contact centre environment.
- Experience with standards and guidelines such as Ofcom, GDPR.
- Delivery and customer-focused approach.
- Ability to lead, manage, and maximise the performance of others.
- Proven track record of consistently meeting and exceeding KPIs and targets.
- Ability to generate a 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 in risk management.
- Excellent communication and engagement skills.
- Proven track record in effective facilitation and communication at multiple levels.
- Commercially astute.
- Ability to engage and influence stakeholders at an appropriate level.
- Analytical, pragmatic, and systematic approach to problem-solving.
- Ability to manage conflict and knows when to escalate.
About the Role
This is an exciting opportunity to join a dynamic team and contribute to the growth and success of Frasers Group. If you're a motivated and experienced professional with a passion for delivering exceptional customer experiences, we'd love to hear from you.
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Customer Service Operations Manager
1 month 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 month 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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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
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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
4 weeks 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 leader to manage the operational contact centre plan, ensuring the performance of their...
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Customer Service Operations Manager
4 weeks 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 leader to manage the operational contact centre plan, ensuring the performance of their...
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Clayton le Moors, Lancashire, United Kingdom Frasers Group Full timeAbout the RoleWe are seeking a highly skilled and 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, maximising the performance of our teams across all...
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Clayton le Moors, Lancashire, United Kingdom Frasers Group Full timeAbout the RoleWe are seeking a highly skilled and 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, maximising the performance of our teams across all...
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Clayton le Moors, Lancashire, United Kingdom Frasers Group Full timeAbout the RoleFrasers Group is seeking a highly skilled and experienced Customer Service and Complaints Operations Manager to join our team. 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, maximising the performance of our teams across all channels,...
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Clayton le Moors, Lancashire, United Kingdom Frasers Group Full timeAbout the RoleFrasers Group is seeking a highly skilled and experienced Customer Service and Complaints Operations Manager to join our team. 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, maximising the performance of our teams across all channels,...
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Clayton le Moors, Lancashire, United Kingdom Frasers Group Full timeJob DescriptionFrasers Group is seeking a highly skilled and experienced Customer Service and Complaints Operations Manager to join our team. As a key member of our operations team, you will be responsible for leading and managing the successful delivery of the operational contact centre plan, maximising the performance of your teams across all channels,...
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Clayton le Moors, Lancashire, United Kingdom Frasers Group Full timeJob DescriptionFrasers Group is seeking a highly skilled and experienced Customer Service and Complaints Operations Manager to join our team. As a key member of our operations team, you will be responsible for leading and managing the successful delivery of the operational contact centre plan, maximising the performance of your teams across all channels,...
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Clayton le Moors, Lancashire, United Kingdom Frasers Group Full timeAbout the RoleFrasers Group is redefining retail through digital innovation and unique customer experiences. As a leader in the industry, we're elevating the retail experience for our consumers by providing flexible and convenient ways to pay across our collection of established brands.We're seeking an experienced Operational Contact Centre Lead to join our...
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Clayton le Moors, Lancashire, United Kingdom Frasers Group Full timeAbout the RoleFrasers Group is redefining retail through digital innovation and unique customer experiences. As a leader in the industry, we're elevating the retail experience for our consumers by providing flexible and convenient ways to pay across our collection of established brands.We're seeking a highly skilled Operational Contact Centre Lead to join...
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