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    Online Customer Service Team Leader - United Kingdom - Frasers Group

    Frasers Group background
    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.

    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.

    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.

    Handle orders and escalations, providing outstanding customer service at all times
    Complete monthly quality audits for the team
    Support in the management of team productivity
    Ensure company policies and process' are adhered to, following HR process' where necessary
    Lead and support onboarding and training of new starters
    To have an in depth understanding of the importance of customer care & the overall customer experience
    ~ 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.


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