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Client Relations Specialist

3 months ago

Clayton le Moors, Lancashire, United Kingdom Frasers Group Full time

Company Overview

At Frasers Group, we are transforming the retail landscape. Through innovative digital solutions and exceptional customer interactions, we provide our clients with access to the finest sports, premium, and luxury brands worldwide. As a frontrunner in the sector, we are enhancing the shopping experience for our customers by offering flexible and convenient payment options across our diverse portfolio of established brands, including Studio, Sports Direct, FLANNELS, USC, Frasers, and GAME.

Frasers Group Financial Services represents a pivotal phase of substantial growth for our organization, delivering a variety of adaptable payment methods and loyalty incentives through a cutting-edge application. With a strong foundation in the Studio Financial Services sector, we are poised for unparalleled expansion, placing the Frasers Group customer at the core of our operations.

Operating from various locations throughout the UK, Frasers Group employs over 30,000 team members across a wide range of positions, fostering exceptional colleague experiences, many of whom have advanced their careers through opportunities within the broader organization.

Role Overview

Location: Clayton Le Moors
Available Shifts: Full-time and Part-time
Shifts available from 8am - 8pm and 8am - 4pm on Saturdays
Part-time shifts available from 9am - 3pm Monday - Friday or during evenings and weekends

We are excited to announce a rewarding opportunity for an Account Servicing Advisor to join our Financial Services customer support team based at our Clayton operation.

As an Account Servicing Advisor, your responsibilities will include:

  • Professionally managing customer inquiries, complaints, and feedback across all communication channels, ensuring an outstanding customer experience through to resolution.
  • Identifying potential fraud and mitigating losses while supporting affected customers and protecting brand integrity.
  • Adapting to individual customer circumstances to provide a personalized service.
  • Keeping accurate and current records in the relevant systems.
  • Complying with all regulatory, governance, risk, and quality standards to ensure favorable customer outcomes.
  • Upholding a high standard of customer service.

Candidate Profile

We are seeking individuals who possess:

  • Experience in the financial services industry.
  • A solid understanding of compliance and governance within the financial sector, including FCA, TCF, and Data Protection.
  • The ability to thrive in a fast-paced environment.
  • A strong focus on customer satisfaction.
  • Analytical and systematic problem-solving skills.
  • The capability to assess requirements and processes and provide constructive feedback.
  • Self-motivation and the ability to work both independently and collaboratively.
  • Attention to detail.
  • Excellent verbal and written communication skills.

Additional Information

As FGFS operates within a regulated environment, any job offer is contingent upon successful background checks, including criminal record checks, credit checks, and employment references.

Alongside a comprehensive benefits package, we offer a variety of perks for our employees:

Recognition and Rewards

Frasers Champion - Our employees are integral to our success, and we ensure that individuals are recognized monthly for their dedication. The Frasers Champion program allows peers to nominate colleagues, with eight winners receiving double their pay for a month.

Fearless 1000 – By 2025, we aim for our share price to reach £10. If achieved for 30 consecutive trading days, all employees will receive a bonus. The top 1000 performers will be eligible for significant bonuses, ranging from £50,000 to £1 million, nominated by senior leaders for their exceptional contributions.

Frasers Festival – A unique event celebrating our Head Office and Retail Staff across the UK and Europe, featuring a brand village, guest speakers, entertainment, and more.

CEO Sessions – Quarterly, 20 employees will have the opportunity to attend sessions led by our CEO and leadership team, fostering connections and discussions on key topics.

Retail Reconnect – To build a compelling brand ecosystem, all employees will spend two days in our stores or warehouses annually, gaining insights into how their roles impact frontline teams.

Employee Wellbeing

Frasers Fit – Our fitness initiative offers free gym classes and discounted memberships, promoting physical, financial, and mental wellbeing through our accessible app.

Retail Trust – Recognizing the importance of mental health, all employees have free access to support from the Retail Trust charity, including a 24-hour helpline and wellness resources.

Next Steps

Our Recruitment Team will review applications, and all candidates will receive feedback. Shortlisted candidates may be asked to confirm key details before a first-stage interview, focusing on behavioral alignment with our culture and values. Successful candidates can expect two additional interview stages with the Hiring Manager and team, which may include practical assessments to demonstrate skills.