Job Description

Company DescriptionAt 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 mission- we are building the worlds most admired and compelling brand ecosystemOur purpose - we are elevating the lives of the many with access to the world's best brands and experiencesAt 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?We are looking for a talented, driven and versatile individual who relishes working collaboratively to deliver exceptional customer service to join our trade customer service team working in our Chelsea offices.
As a member of our trade team, your focus will be to provide excellent end-to-end service to some of our key customers. You will have experience in customer service dealing with large ticket items, preferably in an B2b position and ideally dealing in interiors. You will be confident in dealing with customers in an efficient and courteous manner, ensuring their queries are acknowledged and dealt with effectively. You will also need to provide aftercare and manage relationships with clients over a long period of time.You will be a brand ambassador, always representing sofa.com at the highest level.Main Duties & Responsibilities:

• Provide an end-to-end service for our design customers, from initial conversations and quoting, through to processing orders and aftercare.
• Answering customer queries regarding their orders ensuring they are informed of timelines and that you are managing expectations.
• An in depth understanding of the importance of customer care, ensuring the customers experience is stress free. Being proactive when addressing issues so they continue to feel valued and their overall experience is a positive one.
• Stay up-to-date with existing and new products within the business.
• Liaise with Retail Operations, Manufacturing and Logistic Teams to ensure best customer service and joined up customers experience.
• Office admin tasks as and when required (arranging couriers, filing, record keeping, forwarding communication, etc.)

Qualifications

• Excellent communication skills and ability to tailor approach to each individual.
• Experience in a customer service role, communicating via phone and email.
• Have a positive 'can do' and proactive attitude.
• Be fluent in English and have an excellent standard of written and spoken communication.
• Be enthusiastic and dedicated to providing excellent customer service.
• Have strong organisational skills and the ability to prioritise tasks.
• Work well on your own and as a part of a team.
• Be fully computer literate with experience using Office software

We are recruiting for full-time role, Monday-Friday 09.00-17.30.If you think you fit the bill we would love to have you join our team. Please apply with a covering letter explaining what you believe good customer service to be and why you are the perfect fit along with a copy of your CV.Additional InformationAlong with your benefits package we also offer a wide range of perks for our colleagues:Reward, Recognition and OpportunitiesFrasers 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.Fearless 1000 - By October 2025, we want our share price to hit xc2xa310. If that happens for 30 or more consecutive trading days, all colleagues across the business will receive a bonus! The top 1000 performers in the company will receive unprecedented bonuses, worth from xc2xa350,000 to xc2xa31million! Senior leaders across the business nominate these performers twice a year for embodying our core values and delivering exceptional performance*.*subject to terms and conditionsFrasers Festival - an event like no other! Our 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 WelfareFrasers 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.

Frasers Group