Customer Service Analyst

4 weeks ago

Shirebrook, Derbyshire, United Kingdom Frasers Group Full time
Job Title: Customer Service Analyst

At Frasers Group, we're rethinking retail. Through digital innovation and unique store experiences, we're serving our consumers with the world's best sports, premium, and luxury brands globally. As a leader in the industry, we're elevating the retail experience for our consumers through our collection of established brands, including Sports Direct, FLANNELS, USC, Frasers, and GAME.

Job Description

The role will be part of our Customer Service function, focusing on developing, analysing, and creating models/tools used by the business. It is vital that the candidate has an analytical mindset, strong communication skills, and can adapt to fast-paced, ever-changing business environments.

Key Responsibilities:
  • Data analysis and data manipulation
  • Business process improvement
  • Develop data analytics and other strategies to optimise efficiency and quality
  • Maintaining PowerBi dashboards and insights
  • Proactively identify trends in data and make recommendations on operational improvements
  • Support infrastructure and controls
  • Management reporting and insights
  • Business Intelligence
Requirements:
  • Degree level, or equivalent education in the areas of statistics or computer science is advantageous
  • Strong problem-solving ability
  • Commercial mindset
  • Ability to communicate with a wide range of stakeholders with various levels of technical understanding
  • Ability to demonstrate exceptional numerical and analytical skills with outstanding attention to detail
  • Ability to analyse large and complex datasets
  • Advanced Microsoft Excel knowledge
  • PowerBi knowledge
  • SQL knowledge
  • VBA knowledge
  • Any programming experience is desirable
  • Business Intelligence tools experience is desirable (Tableau, Looker etc)
What We Offer:

Along with your benefits package, we also offer a wide range of perks for our colleagues:

  • Frasers Champion - Our employees are at the heart of our business, and we ensure individuals are recognised every single month for their hard work. Frasers Champion is a peer-nominated scheme where 8 winners will receive double their pay for a month where they have thought without limits, owned it, or been relevant.
  • 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. The top 1000 performers in the company will receive unprecedented bonuses, worth from £50,000 to £1 million Senior leaders across the business nominate these performers twice a year for embodying our core values and delivering exceptional performance.
  • Frasers Festival - an event like no other. Our Frasers Festival is our celebration for Head Office and Retail Staff across the UK and Europe - hosting a MEGA brand village, guest speakers from the world's biggest brands, evening entertainment, the ultimate Frasers Fearless Fitness Challenge, and much more.
  • CEO Sessions - Once a quarter, we offer 20 employees the opportunity to attend our 'CEO Sessions' ran by our CEO and leadership team. Employees have the chance to connect, network, and submit questions around specific topics such as our Sports or Luxury business.
  • Retail Reconnect - In order to build the planet's most admired and compelling brand ecosystem, all employees must understand our business, product, and customers. Each financial year, Head Office employees will gain insights by spending two days in one of our stores or the Warehouse. The goal is to learn how the work you do impacts our teams on the frontline, and to bring ideas back to the office which will improve how we work.
  • Frasers Fit - Our Everlast Gyms Team are on a mission to make our workforce the best, and fittest on the planet. We run free gym classes for employees as well as discounted memberships to our clubs. Frasers Fit is our wellbeing programme which aims to support and improve colleagues' Physical, Financial & Mental wellbeing. The app is accessible for every employee and includes training, nutrition, and lifestyle advice - all completely free.
  • 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. This includes a 24-hour wellbeing helpline, wellness hub, counselling, and financial/legal support.

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