Customer Service Complaints Executive

As an Executive and GDPR Complaints Specialist you will be responsible for managing and resolving escalated complaints from executives and customers related to data privacy concerns in alignment with GDPR regulations. This role requires a high level of discretion communication skills and a comprehensive understanding of data protection principles.
The responsibility

Executive Complaints Handling:

• Address and manage escalated complaints from executives regarding customer service data privacy or other sensitive issues.
• Collaborate with internal departments to investigate executive complaints thoroughly and ensure timely resolution.
• Provide executive level support and maintain a high level of professionalism and confidentiality in all interactions.

GDPR Complaints Management

• Serve as the primary point of contact for GDPR related complaints and enquiries.
• Investigate complaints related to data breaches data access requests consent issues or other GDPR concerns.
• Coordinate with the Data Protection Officer (DPO) or legal team to ensure compliance with GDPR Regulations involving complaints.

Personal Injury/Property Damage

• Serve as the primary point of contact for PI/PD related complaints and enquiries.
• Compile all necessary evidence required to Investigate incident.
• Collaborate with QA Team to investigate PI/PD complaints thoroughly and ensure timely resolution.

Fraud Returns

• Collect and unpack returned Fraud parcels checking the enclosed paperwork.
• Locate orders and process required refunds.
• Repack and return parcels to required Warehouse.

Documentation and Reporting

• Maintain detailed record of all executive and GDPR complaints including investigations resolutions and followup actions taken.
• Prepare comprehensive reports and analysis on the complaint trends providing recommendations for process improvement.

Policy Adherence and Training:

• Stay Updated on GDPR regulations and ensure the companys policies and practices comply with data protection laws.
• Provide guidance and training to internal teams on GDPR complaint and best practices in handling datarelated inquiries and complaint

Customer Advocacy:

• Act as a liaison between customers executives and internal departments to advocate for customer concerns and promote a customercentric approach in resolving complaints.

Qualifications :

    In Depth Understanding of GDPR regulations and their application within a business context.
    Prior experience in handling executive level complaints or similar roles in a customercentric environment.
    Strong analytical and problemsolving skills with the ability to investigate and resolve complex complaints.
    Ability to plan and prioritise effectively to meet changing priorities and demands
    Delivery and customer focused but always able to think commercially
    Analytical pragmatic and systematic in approach to problem solving
    Excellent communication and engagement skills with internal stakeholders and customers
    Act as a role model and be accountable within the department and promote best practice
    Attention to detail Confidentiality and the ability to handle sensitive information with discretion

Additional Information :

Along with your benefits package we also offer a wide range of perks for our colleagues:

Reward Recognition and Opportunities

Frasers 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 10. 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 50000 to 1million! Senior leaders across the business nominate these performers twice a year for embodying our core values and delivering exceptional performance*.

*subject to terms and conditions

Frasers Festival An event like no other! 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 worlds 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 Welfare

Frasers 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.

Whats 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.

Remote Work :

No

Employment Type :

Fulltime