Customer Account Advisors

3 weeks ago

ClaytonleMoors, United Kingdom Frasers Group Financial Services Full time
Job Description

Location- Clayton Le Moors

As a Customer Account Advisor, you will be effectively and professionally handling customer contacts across all channels, consistently delivering excellent customer experience and outcomes, meeting targets in line with quality and regulatory standards and expectations 

You'll be responsible for:

  • Effectively handling and dealing with customer enquiries across all channels, delivering excellent customer experience outcomes
  • Maintaining accurate and up to date records and systems
  • Ensuring adherence to all Studio FS policies and processes, maintaining quality and compliance standards by treating customers fairly in accordance with FCA (Financial Conduct Authority) requirement’s & TCF (Treating Customers Fairly) Principles

Qualifications

Who are we looking for?

This is a great opportunity for an ambitious individual, keen to join a business going through significant growth and transformation. The ideal candidate will have:

  • Experience of working within a customer service team, preferably in a fast-paced contact centre environment
  • Experience of effectively delivering excellent customer service and handling complaints
  • Confidence when managing conflict and knows when to escalate
  • Ability to understand & analyse customer need and use relevant processes to provide feedback
  • Self-motivation with the ability to work individually and as part of a wider team
  • Attention to detail
  • Excellent communication skills, both verbal and written
  • IT literate


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.

As FGFS is within a regulated environment any offer is subject to satisfactory background checks including criminal record check, credit check, and employment references.

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