About the role

• Oversee Core Contact Centre performance by monitoring expected productivity and quality standards to ensure service levels are achieved
• Support development, implementation, and management of strategies and processes to drive customer satisfaction improvements as well as reducing cost and/or effort and minimise complaints
• Drive continuous improvement and seek opportunities for automation of processes across all contact channels to optimise resolution times
• Support the Strategic transformation agenda with supplier and internal stakeholders, representing the customer throughout
• Oversee internal and external change processes related to customer services to ensure successful implementation
• Team management. Lead, motivate and develop direct reports setting targets and objectives to drive performance
• Oversee regular quality monitoring to ensure robust and consistent delivery of fair customers outcomes in customer service
• Create an environment of continuous improvement where feedback and learning from monitoring and oversight are delivered with action plans documented and followed up
• Work closely with the wider FGH teams to achieve synergies and operational efficiencies with specific focus on simplification
• Provide and interpret MI to identify emerging trends, issues and opportunities. Providing insight and analysis relating to customer experience and contact channels to senior management when required
• Manage relationships with outsource partners to maximise operational performance and SLAs
• To review and undertake root cause analysis and where necessary improve current processes and procedure and reduce complaints
• To be committed to the fair treatment of customers at all times
• Ensure compliance with all applicable UK and local regulations, Company Policies and FCA Conduct Rules
• Demonstrate behaviours in line with our Company values
• To take reasonable care for the health and safety of yourself and other persons who may be affected by acts and omissions at work

Role Responsibilities

• Oversee Core Contact Centre performance by monitoring expected productivity and quality standards to ensure service levels are achieved
• Support development, implementation, and management of strategies and processes to drive customer satisfaction improvements as well as reducing cost and/or effort and minimise complaints
• Drive continuous improvement and seek opportunities for automation of processes across all contact channels to optimise resolution times
• Support the Strategic transformation agenda with supplier and internal stakeholders, representing the customer throughout
• Oversee internal and external change processes related to customer services to ensure successful implementation
• Team management. Lead, motivate and develop direct reports setting targets and objectives to drive performance
• Oversee regular quality monitoring to ensure robust and consistent delivery of fair customers outcomes in customer service
• Create an environment of continuous improvement where feedback and learning from monitoring and oversight are delivered with action plans documented and followed up
• Work closely with the wider FGH teams to achieve synergies and operational efficiencies with specific focus on simplification
• Provide and interpret MI to identify emerging trends, issues and opportunities. Providing insight and analysis relating to customer experience and contact channels to senior management when required
• Manage relationships with outsource partners to maximise operational performance and SLAs
• To review and undertake root cause analysis and where necessary improve current processes and procedure and reduce complaints
• To be committed to the fair treatment of customers at all times
• Ensure compliance with all applicable UK and local regulations, Company Policies and FCA Conduct Rules
• Demonstrate behaviours in line with our Company values
• To take reasonable care for the health and safety of yourself and other persons who may be affected by acts and omissions at work

About you

• Excellent communicator (both written and oral) with ability to influence at a senior level.
• Excellent organisation skills
• Enthusiastic and committed team player with flexible and adaptable approach.
• Self-motivated with ability to initiate change and take responsibility for delivering solutions.
• Hybrid working. Required to work in both Bradford and Sheffield as needed

Why FGH?

Our staff enjoy competitive benefits including staff discount, generous annual leave, healthcare cash plan together with a vibrant, colourful, creative and flexible working atmosphere. With our competitive benefits, and supportive teams our staff enjoy helping us on our mission and benefit greatly from the challenges that come with working for a successful retailer.

About us

Freemans Grattan Holdings (FGH) is based in West Yorkshire and is part of the OTTO Group – one of the world's largest online retailers.

Home to familiar brands such as Freemans, Grattan and Kaleidoscope, we have over 100 years of experience. 

We're on a mission to help our customers live their best lives through a choice of quality basics, the brands they love and credible exclusive product supported by easy and rewarding ways to pay.

We offer excellent service and delivery seven days a week, with so much going for us - why not be part of the story.

We have over 600 UK employees working for us in various functions, including Marketing and Creative, Customer Experience, Warehousing and Logistics, Financial Services, Transformation, Buying and Merchandising, IT and Support Services. 

Our values of Resilience, Empathy, Ambition, Commitment, and Honesty underpin our vibrant and dynamic culture.

We're heading for some exciting and challenging places, so why not join us and be part of our vision to create a modern, digital retailer with powerful customer brands, exciting product and compelling financial services.