Customer Services Senior Advisor

Frasers Group; Upper Langwith; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a confident and driven Customer Service Senior Advisor to elevate the customer experience. In this dynamic role, you will lead your team, handle escalated queries, and foster a culture of continuous improvement. Join a forward-thinking company that values innovation and offers substantial growth opportunities. With a focus on teamwork and performance, you will play a crucial role in enhancing service standards and achieving key performance indicators. This position promises a rewarding experience in a vibrant work environment.

Benefits

20% off retail purchases

Discounted gym membership

Subsidised canteen

Entry into bonus scheme

Ongoing training and development

Qualifications

• Experience in engaging and maximizing team performance.
• Ability to manage conflict and escalate when necessary.

Responsibilities

• Lead and support a team to enhance customer experience.
• Monitor performance and drive engagement through feedback.

Skills

Team Leadership

Customer Service

Conflict Management

Analytical Skills

Communication Skills

Tools

Microsoft Applications

Contact Management Systems

Workforce Management Systems

Job description

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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.

Working hours - 8.00am -5.00pm / 11.00-8.00pm 1 in 4 weekend 9.00 - 6.00pm

Job Description

Finding the fearless.

We're looking for a confident and driven individual to join us as a Customer Service Senior Advisor. You'll bring energy, ambition, and a problem-solving mindset to support your team and elevate our customer experience.

• Be the first point of support for your team and lead by example.
• Handle escalated customer queries with confidence and care.
• Coach, support, and motivate advisors through regular feedback and live support.
• Monitor team performance and help hit KPIs like productivity, quality, and customer satisfaction.
• Lead team huddles, share updates, and drive engagement.
• Identify areas for improvement and support continuous development.
• Support task management, including escalated tickets, delivery issues, and aftercare.
• Walk the floor, check in with remote workers, and promote top-tier service standards.

Qualifications

• Be a team player, with experience of engaging with and maximising the performance of others.
• Ability to plan and prioritise effectively to meet changing priorities and demands.
• Delivery and customer-focused, but always able to think commercially.
• Ability to engage and influence stakeholders at an appropriate level.
• Analytical, pragmatic, and systematic in approach to problem solving.
• Ability to manage conflict and know when to escalate.
• Encourage a growth mindset within the team to help facilitate continuous improvement.
• Excellent communication and engagement skills with internal stakeholders and customers
• Act as a role model and be accountable within the department, and promote best practice.
• Competent and experienced with IT systems, including, but not limited to, Microsoft applications, Contact Management Systems and Workforce Management systems.

Additional Information

An opportunity like this at Frasers is for the fearless. The potential 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, 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.

The Benefits

• 20% off purchases made in our retail stores and online.
• Everlast Gym - discounted membership
• Subsidised Canteen
• Automatic entry into our world-class bonus scheme - The Fearless 1000.
• Ongoing training and development with opportunities to progress your career as we continue to grow and expand.