Customer Service Assistant

5 hours ago

Paignton, United Kingdom Frasers Group Full time
Job Description

Lovell Sports Ltd is a leading retailer in the sports industry, specialising in offering top-quality sports equipment, apparel, and accessories. With a strong online presence, we are dedicated to providing our customers with an exceptional shopping experience. We are proud to be a part of the Frasers Group where we’re rethinking retail alongside other established brands, including Sports Direct, FLANNELS, USC, Frasers, and GAME.

Why join us?

Our mission- we are building the worlds most admired and compelling brand ecosystem

Our purpose – we are elevating the lives of the many with access to the world’s best brands and experiences

At Frasers Group, we fear less and do more. Our people are forward thinkers who are driven to operate outside of their comfort zone to change the future of retail, embracing challenges along the way. The potential to elevate your career is massive, the experience unrivalled. To be able to make the most of it you need to live and breathe our principles:

  • Think without limits - Think fast, think fearlessly, and take the team with you
  • Own it and back yourself - Own the basics, own your role and own the results
  • Be relevant - Relevant to our people, our partners and the planet

Are you ready to join the Fearless?

Job Description

As the Website Merchandiser & Customer Service Assistant, you will be responsible for managing the presentation of our products on the website, ensuring they are displayed in a way that maximizes sales and customer engagement. In addition, you will provide friendly and efficient customer service to ensure that our customers have a seamless experience from browsing to purchase.

Key Responsibilities:

Website Merchandising:

  • Update and manage product listings, including descriptions, images, and pricing on the Lovell Sports website.
  • Work closely with the marketing team to plan and execute product promotions, special offers, and seasonal campaigns.
  • Monitor website performance and analytics to optimize product placement and user experience.
  • Ensure the website is visually consistent with our brand identity and is easy to navigate for customers.

Customer Service:

  • Respond to customer queries via email and live chat, ensuring timely and accurate resolutions.
  • Assist customers with product inquiries, order statuses, and returns, providing excellent service at every touchpoint.
  • Work with the logistics team to ensure orders are processed, dispatched, and delivered smoothly.
  • Identify customer pain points and work with internal teams to improve website functionality or product offerings.
Qualifications

What we are looking for:

  • Strong organisational skills and attention to detail, with the ability to handle multiple tasks efficiently.
  • Excellent communication skills, both written and verbal, with a customer-first mindset.
  • Experience in customer service and a passion for resolving customer issues.
  • Previous experience in website merchandising, ideally within the e-commerce or retail sector.
  • Basic knowledge of Google Analytics or other website analysis tools is an advantage.
Additional Information

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

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. 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 £1million Senior leaders across the business nominate these performers twice a year for embodying our core values and delivering exceptional performance*.

*subject to terms and conditions

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 planets 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.

Employee Welfare

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 its 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.

What’s next?

Our Recruitment Team will be reviewing applications and all candidates will receive a response, whether you are successful or unsuccessful. Shortlisted applicants may be asked to confirm a few key details before being booked in for a first stage interview with the Recruiter- this will be behaviourally focussed and centred around how you align with our Culture and Values. If successful we anticipate two further interview stages with the Hiring Manager/wider team which will be more technically focussed and could include a presentation/task so we can see your skills in action.

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