Client Relations Specialist

4 weeks ago

Shirebrook, Derbyshire, United Kingdom Frasers Group Full time

At Frasers Group, we are transforming the retail landscape. Through innovative digital solutions and exceptional in-store experiences, we are committed to providing our customers with access to the finest sports, premium, and luxury brands worldwide. As a frontrunner in the sector, we are enhancing the retail journey for our clientele through our portfolio of renowned brands, including Sports Direct, FLANNELS, USC, Frasers, and GAME.

Why Choose Us?

Our Vision – We are dedicated to creating the most esteemed and captivating brand ecosystem in the industry.

Our Mission – We aim to enrich the lives of many by offering access to the world's premier brands and experiences.

At Frasers Group, we embrace a culture of boldness and innovation. Our team members are forward-thinking individuals who are eager to step beyond their comfort zones to redefine the future of retail, welcoming challenges along the way. The opportunity for career advancement is substantial, and the experience is unparalleled. To maximize this potential, we encourage you to embody our core principles:

  • Innovate Without Boundaries – Think swiftly, act fearlessly, and collaborate with your team.
  • Take Ownership – Be accountable for your responsibilities and the outcomes.
  • Stay Relevant – Be pertinent to our people, partners, and the environment.

Are you prepared to join the Fearless?

Do you have a passion for delivering outstanding customer service while thriving in a dynamic and engaging environment? If so, consider becoming a part of our team and contributing to one of the fastest-growing retail organizations in the UK.

The Role

Your primary responsibility will be to manage customer interactions across various platforms (Web Chat, Social Media, email, and Telephony) on behalf of Frasers Group. You will operate both autonomously and collaboratively, coordinating with other departments such as retail locations, couriers, and distribution centers to ensure that our customers' experiences with Frasers Group are exceptional.

Key Responsibilities:

  • Deliver outstanding and personable customer support to Frasers Group clients through all available channels.
  • Utilize high standards of verbal and written communication while adopting a flexible approach to meet each customer's needs.
  • Document, track, and resolve customer inquiries and issues efficiently and professionally across all functions within Frasers Group.
  • Take charge of customer inquiries and complaints, collaborating with various departments to foster strong relationships and achieve optimal resolutions while promoting best practices.
  • Act on customer feedback to recover potentially lost clients and address concerns effectively.

Essential Skills/Experience:

  • Exceptional written, verbal, and presentation skills.
  • Dedicated to providing outstanding customer service, going above and beyond to create positive experiences for our valued clients.
  • Proficient in PC usage and familiar with Microsoft applications.
  • Ability to perform well under pressure and manage multiple tasks simultaneously.
  • Strong attention to detail and a willingness to challenge the status quo and think creatively.
  • Natural ability to work independently within a cohesive team.
  • Demonstrate respect for others in a constructive manner and build strong working relationships.
  • Exemplary team player and role model, capable of earning trust from colleagues and peers.
  • Enthusiastic, positive, resourceful, and resilient.

Additional Information

Alongside your benefits package, we offer a variety of perks for our team members:

Recognition and Opportunities

Frasers Champion – Our employees are the cornerstone of our business, and we ensure that individuals are acknowledged every month for their dedication. The Frasers Champion program allows peers to nominate colleagues, with eight winners receiving double their pay for a month where they have exemplified our core values.

Fearless 1000 – We aspire for our share price to reach £10 by a specified future date. If achieved for 30 or more consecutive trading days, all employees will receive a bonus. The top 1000 performers will be recognized with significant bonuses, ranging from £50,000 to £1 million, as 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 from leading brands, evening entertainment, and more.

CEO Sessions – Quarterly, we offer 20 employees the chance to attend sessions led by our CEO and leadership team, providing opportunities to connect, network, and discuss various topics related to our business.

Retail Reconnect – To build the most admired brand ecosystem, all employees must understand our business, products, and customers. Each financial year, Head Office employees will spend two days in one of our stores or the warehouse to gain insights into how their work impacts frontline teams and to bring back ideas for improvement.

Employee Wellbeing

Frasers Fit – Our Everlast Gyms Team is dedicated to making our workforce the healthiest and fittest. We offer free gym classes and discounted memberships, along with a wellbeing program that supports colleagues' physical, financial, and mental health.

Retail Trust – Recognizing the importance of mental wellness, all employees have free access to support from the Retail Trust charity, including a 24-hour wellbeing helpline, wellness hub, counseling, and financial/legal assistance.

Next Steps

Our Recruitment Team will review applications, and all candidates will receive feedback, regardless of the outcome. Shortlisted applicants may be asked to confirm key details before being scheduled for an initial interview focused on behavioral alignment with our culture and values. Successful candidates can expect two additional interview stages with the Hiring Manager and wider team, which will be more technically oriented and may include a presentation or task to demonstrate their skills.

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