Customer Service Operations Manager

7 days ago

Clayton le Moors, Lancashire, United Kingdom Frasers Group Full time

About Us

Frasers 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 Description

We're seeking a skilled Customer Service and Complaints Operations Manager to lead and manage the successful delivery of our operational contact centre plan. This role involves maximising team performance across all channels, ensuring 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 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 the Role

This is an exciting opportunity to join a dynamic team and contribute to the growth and success of Frasers Group. If you're a motivated and experienced professional with a passion for delivering exceptional customer experiences, we'd love to hear from you.

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