Customer Service Advisor

4 months ago

Dartford, United Kingdom Frasers Group Full time

Company Description

At Frasers Group we’re rethinking retail. Through digital innovation and unique store experiences, we’re serving our consumers with the world’s best sports, premium and luxury brands globally. As a leader in the industry, we’re elevating the retail experience for our consumers through our collection of 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

Sports Directory is proud to be part of Frasers Group, and we are passionate about uniting Sports with Education. We recognise that education is more than textbooks and classrooms – it’s about building character, encouraging teamwork and nurturing physical and mental well-being. 

Our mission is to support teachers and students alike to achieve their full potential supporting teachers to cultivate an environment where physical education is valued just as highly as academic achievement. Founded in 1993, Sports Directory is the number one supplier of Sports education equipment and are specialists in education.

As a Customer Service Advisor at Sports Directory UK, you will play a crucial role in ensuring our customers receive outstanding service and support. You will be responsible for handling incoming calls, processing orders, and upselling products to enhance the customer experience. Your ability to build relationships, solve problems, and drive sales will be key to your success in this role. 

You will work closely with other team members to monitor the sales inbox daily and respond to customer inquiries via phone, web, or email, maintaining an in-depth understanding of our product range to be able to provide recommendations and upsell where appropriate. Once you have received an order you will accurately input orders into the system, follow up where needed and resolve any complaints and returns.

This is a full time role based onsite Monday - Friday

Qualifications

The right person will have: 

Effective communication skills with a passion for delivering exceptional customer service. 

Experience in a B2B customer service environment

Strong organisation skills and be detail-oriented

Previous experience in a similar role is desirable but all application will be considered. Likewise, experience using SAGE is a bonus. 

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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