Customer Service Advisor

2 months ago

Shirebrook, United Kingdom Frasers Group Full time

Job Description

Are you passionate about delivering a great customer experience whilst thriving in a fun, fast-paced environment? If you are, then why not join our team and be part of one of the fastest growing retail companies in the UK.

The Opportunity

To manage customer contacts through various channels (Web Chat, Social Media, email and Telephony) on behalf of Frasers Group. You will work both independently and as part of a team, liaising with other parties such as stores, couriers and the distribution warehouse to ensure that the customers’ experience with Frasers Group is the best that it can be.

Working 4 days (Friday-Monday) 8am-7pm

Key Responsibilities:

Provide excellent and personable Customer Care to Frasers Group customers through all available channels. Work with the highest standard of verbal and written communication and utilise an agile and nimble approach to each customer’s needs. Log, record and resolve customer contacts and issues in an efficient and professional manner across all functions within Frasers Group. Take ownership of customer contacts and complaints and liaise with various departments, creating rapport with Store management and other Frasers Group functions to reach best resolutions and through that actively promote best practice. Take action on customer feedback to recover potentially lost customers and/or resolve concerns.

Qualifications

Essential Skills/Experience:

Excellent written, verbal and presentation skills Passionate about providing exceptional customer service, going the extra mile to create positive experiences for our valued customers Excellent PC literacy and a working knowledge of Microsoft packages Ability to work well under pressure and multitask Ability to pay close attention to detail and not scared to challenge the norm and think outside the box Natural ability to work independently within an established team Show respect to others in a positive manner and build strong working relationships Strong team player and role model, capable of gaining trust from your team and peers Enthusiastic, positive, resourceful and resilient.

Additional Information

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 – By October , 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 performers in the company will receive unprecedented bonuses, worth from £50, 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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