Customer Service Operations Manager

1 week ago

Clayton le Moors, Lancashire, United Kingdom Frasers Group Full time
About the Role

We 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 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 approach.
  • 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.
  • 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 Us

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 Offer

We 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.

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