Customer Service Operations Manager
4 days 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 plan to ensure continuous improvement, quality, TCF, and regulatory standards are met.
- Maximise the performance of teams across all channels, ensuring customer experience goals and objectives are met.
- 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.
Frasers Group is a leading retail business with a portfolio of established brands, including Studio, Sports Direct, FLANNELS, USC, Frasers, and GAME. We are committed to delivering exceptional customer experiences and are seeking a talented individual to join our team.
What We OfferWe offer a competitive salary and benefits package, as well as a range of perks for our colleagues, including:
- Reward, Recognition, and Opportunities.
- Frasers Champion - Our employees are at the heart of our business and we ensure individuals are recognised every single month for their hard work.
- Fearless 1000 - By October 2025, we want our share price to hit £10. If that happens for 30 or more consecutive trading days, all colleagues across the business will receive a bonus.
- Frasers Festival - an event like no other.
- CEO Sessions - Once a quarter we offer 20 employees the opportunity to attend our "CEO Sessions" ran by our CEO and leadership team.
- Retail Reconnect - In order to build the planet's most admired and compelling brand ecosystem, all employees must understand our business, product, and customers.
- Frasers Fit - Our Everlast Gyms Team are on a mission to make our workforce the best, and fittest on the planet.
- Retail Trust - We know that it's not just about physical health, mental wellness is equally important which is why all of our employees get free access and support from the Retail Trust charity.
-
Customer Service Operations Manager
2 days 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...
-
Customer Service Operations Manager
2 days 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...
-
Customer Service and Operations Manager
2 weeks 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...
-
Customer Service and Operations Manager
2 weeks 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...
-
Customer Service and Operations Manager
2 weeks 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...
-
Customer Service and Operations Manager
2 weeks 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...
-
Customer Service and Operations Manager
2 weeks 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...
-
Customer Service and Operations Manager
2 weeks 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...
-
Customer Service and Operations Manager
2 weeks ago
Clayton le Moors, Lancashire, United Kingdom Frasers Group Full timeAbout Frasers GroupFrasers Group is a leading retail and financial services company that is redefining the retail experience 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...
-
Customer Service and Operations Manager
2 weeks ago
Clayton le Moors, Lancashire, United Kingdom Frasers Group Full timeAbout Frasers GroupFrasers Group is a leading retail and financial services company that is redefining the retail experience 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...
-
Customer Service Operations Manager
1 week ago
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, ensuring that continuous improvement, quality, TCF, and...
-
Customer Service Operations Manager
1 week ago
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, ensuring that continuous improvement, quality, TCF, and...
-
Customer Service Operations Manager
8 hours 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...
-
Customer Service Operations Manager
6 hours 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...
-
Customer Service and Operations Manager
4 days 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,...
-
Customer Service and Operations Manager
4 days 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,...
-
Customer Service and Operations Manager
2 weeks 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...
-
Customer Service and Operations Manager
2 weeks 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...
-
Customer Service Operations Manager
1 week 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...
-
Customer Service Operations Manager
1 week 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...