Customer Service and Operations Manager
2 months ago
About Frasers Group
Frasers Group is a leading retail company that is 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.
Our Business
We are a leader in the retail industry, elevating the customer experience through flexible and convenient payment options across our collection of established brands, including Studio, Sports Direct, FLANNELS, USC, Frasers, and GAME.
Our Vision
We are committed to putting our customers at the heart of everything we do, delivering great colleague experiences, and providing opportunities for career growth within the wider business.
Job Description
We are seeking an experienced leader to manage the successful delivery of our operational contact centre plan, maximizing team performance across all channels. The successful candidate will ensure continuous improvement, quality, and regulatory standards are met while delivering customer experience goals and objectives.
Key Responsibilities
- 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 maximizing the performance of others.
- Proven track record of consistently meeting and exceeding KPIs and targets.
- Ability to generate a positive team ethos and morale that delivers outcomes.
- Proven track record in effectively applying consistent performance and consequence management.
- Ability to plan and prioritize effectively to meet changing priorities and demands.
- Ability to interpret data and information to highlight opportunities and minimize 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.
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Customer Service Operations Manager
4 weeks 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...
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Customer Service Operations Manager
4 weeks 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...
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Customer Service Operations Manager
4 weeks 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, and regulatory standards are...
-
Customer Service Operations Manager
4 weeks 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, and regulatory standards are...
-
Customer Service Operations Manager
4 weeks 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 Customer Service and Complaints Operations Manager to lead and manage the successful...
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Customer Service Operations Manager
4 weeks 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 Customer Service and Complaints Operations Manager to lead and manage the successful...
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Clayton le Moors, Lancashire, United Kingdom Frasers Group Full timeCompany OverviewFrasers Group is a leading retail company that is redefining the industry 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 across our collection of brands.Job...
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Customer Service Operations Manager
1 month ago
Clayton le Moors, Lancashire, United Kingdom Frasers Group Full timeCompany OverviewFrasers Group is a leading retail company that is redefining the industry 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 across our collection of brands.Job...
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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...
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Customer Service Operations Manager
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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...
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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...
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Customer Service Operations Manager
2 months 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...
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1 month 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...
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Customer Service Operations Manager
1 month 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...
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Customer Service Operations Manager
4 weeks 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
4 weeks 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...
-
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, maximising the performance of our teams across all...
-
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, maximising the performance of our teams across all...
-
Clayton le Moors, Lancashire, United Kingdom Frasers Group Full timeAbout the RoleFrasers Group is seeking a highly skilled and experienced Customer Service and Complaints Operations Manager to join our team. 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, maximising the performance of our teams across all channels,...
-
Clayton le Moors, Lancashire, United Kingdom Frasers Group Full timeAbout the RoleFrasers Group is seeking a highly skilled and experienced Customer Service and Complaints Operations Manager to join our team. 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, maximising the performance of our teams across all channels,...
