Customer Service Quality Advisor at Frasers Group

Mansfield Woodhouse, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

04 Jan, 26

Salary

0.0

Posted On

06 Oct, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Quality Assurance, Analytical Skills, Communication Skills, Interpersonal Skills, Problem-Solving, Attention to Detail, Microsoft Office Suite, CRM Tools, Auditing, Coaching, Data Interpretation, Compliance, Process Adherence, Performance Improvement, Reporting

Industry

Retail

Description

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 vision – 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 To stay ambitious, we need a Quality Analyst who will embrace our heritage as we look to elevate our future. We’re looking for candidates who see the possible in impossible; those who are open-minded and humble, not afraid to take a risk if it’s the best option for our business. Our people are passionate about the business and their area of expertise – whether that’s luxury fashion buying or sportswear analytics. The role will be as part of our Customer Service function, monitoring/reviewing customer contact to ensure our customer service remains robust in driving correct customer outcomes and customer satisfaction. The QA will assist the business in improving compliance to company policies and process adherence. The candidate must have the ability to identify areas for performance improvement, ensure adherence to company policies, and provide actionable insights to drive customer service excellence. As part of this role, you will work withing the Quality Assurance Team, supporting the wider Frasers Support Team in identifying opportunities to improve customer journeys, as well as monitoring internal stakeholders’ adherence to processes. Key Responsibilities: • Review end to end customer interactions across various communication channels (e.g., phone, email, chat). • Scoring customer contact against the relevant customer service scorecard. • Ensure customer service representatives adhere to company policies, service guidelines, and compliance requirements. • Identify potential risks and challenges in customer service operations and propose mitigation strategies. • Conduct monthly CTC audits on completed QA scorecards. • Identify trends, gaps, and areas for improvement and implement corrective actions as needed. • Work with cross-functional teams to review and optimise customer journeys. • Collaborate with management, providing reports and insights into customer service performance. • Conduct oversight and governance checks on the refunds given through Customer Services. • Undertake audit activities on the discount codes usage within Customer Services. Qualifications ● Preferably 3-5 years of experience in a customer service, quality assurance, or oversight role. ● Experience of auditing customer service teams. ● Familiarity with customer service software and CRM tools (e.g., Freshworks, Zendesk, Salesforce). ● Strong analytical skills with the ability to interpret data and identify actionable insights. ● Excellent communication and interpersonal skills, with the ability to coach and support colleagues. ● Sound judgment and problem-solving abilities. ● Attention to detail and the ability to work independently with minimal supervision. ● Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint) and reporting tools. 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. Frasers Festival – An event like no other! 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.

Responsibilities

The role involves monitoring and reviewing customer interactions to ensure customer service excellence and compliance with company policies. The Quality Advisor will identify areas for performance improvement and provide actionable insights to enhance customer journeys.