Customer Service Team Leader

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.

As a Customer Service Team lead, you will be supporting the team in providing flawless service to customers who would like to or have already purchased from us. The Team leader should be confident in dealing with queries and escalations in an efficient and courteous manner, whilst providing appropriate resolutions for our customers. They will also be supporting the Customer Service manager in the day to day running of the department, ensuring the team is optimised to perform in the best way, in addition to identifying further training and development requirements. The Team Leader should lead by example, and be proactive, organised, and able to prioritise their workload effectively

• Handle orders and escalations, providing outstanding Customer Service at all times
• Complete monthly quality audits for the team
• Deliver coaching sessions based on audit trends
• Work collaboratively with the CS manager to ensure the team are sufficiently staffed according to forecast.
• Manage and motivate team members to achieve team targets & KPI’s across multi-channel interactions
• Support in the management of team productivity
• Continuously identify areas of improvement
• Ensure company policies and process’ are adhered to, following HR process’ where necessary
• Lead and support onboarding and training of new starters
• Liaise with other departments to ensure a seamless experience for the customer
• Compile reports and attend meetings with various stakeholders & departments

• To have an in depth understanding of the importance of customer care & the overall customer experience
• Excellent communication skills and ability to tailor your approach to each individual/customer
• Professional, friendly and approachable with a can do attitude towards internal and external staff at all times
• Ability to use own rationale to deliver relevant solutions
• Be a multi-tasker who enjoys working to schedules and deadlines
• A motivated and proactive team player also capable of performing tasks independently and following own initiative
• 1 year of experience in a CS Team Leader or supervisor role
• Experience in aftersales or dealing with big ticket items preferrable
• Be fluent in English and have an excellent standard of written and spoken communication with a good eye for accuracy and consistency

This is a full time role, in line with the core business office hours, with weekend availability essential on a 3-4 week rota.

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 itand back yourself - Own the basics, own your role and own the results.
• Be relevant - Relevantto our people, our partners and the planet.