Customer Service Advisor

Frasersgroup; Shirebrook; On-site; GBP 20,000 - 28,000; Full time

Benefits offered by this job

Frasers Champion

Retail Reconnect

Fearless 1200

Frasers Fit

Retail Trust

Job summary

Frasers Group is seeking a proactive Customer Care Advisor to manage customer contacts across web chat, social media, email and telephone. You will cooperate with stores, couriers and the distribution warehouse to ensure an outstanding customer experience.

You will handle inquiries with strong communication, log and resolve issues, and own complaints end-to-end. The role emphasizes teamwork, resilience and a customer-first mindset.

Qualifications

• Excellent written and verbal communication skills.
• Passionate about delivering exceptional customer service.
• Ability to handle multiple channels and tasks.
• Experience logging and resolving customer contacts.
• Ability to build rapport with internal teams to reach resolutions.

Responsibilities

• Provide excellent customer care through web chat, social media, email and telephony.
• Liaise with stores, couriers and distribution to enhance customer experience.
• Log, record and resolve customer contacts and issues promptly and professionally.
• Take ownership of customer contacts and complaints; promote best practices.
• Act on feedback to recover potentially lost customers and address concerns.

Skills

Excellent communication

Customer service

Microsoft Office

Multitasking

Attention to detail

Independent work

Team player

Positive attitude

Tools

Microsoft Office

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 Role

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.

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.

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.

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

• 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 lived the Frasers Group values.
• 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 one to 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.
• Fearless 1200 - Fearless 1200 is our way of recognising our growth. It's bold, ambitious, and designed to reward colleagues across the business for living our values and delivering impact. Fearless 1200 links how we perform to how we're rewarded - check out the video link to find out more - https://www.youtube.com/watch?v=O0qmvJofMew

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.