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