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.
Why join us?
Our vision- we are building the worlds most admired and compelling brand ecosystem
Our purpose – we are elevating the lives of the many with access to the world’s best brands and experiences
At 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?
This is a senior leadership role responsible for managing the day to day of facilities management function across the UK retail estate. You will also be overseeing the Shirebrook, London and Clayton offices. You will ensure all stores and offices are safe, compliant, well maintained, and operationally efficient to support exceptional retail performance.
This role requires regular store visits, contractor meetings, and national travel, and developing the Facilities team.
Helpdesk Operations
- Manage the daily workload of the Facilities inhouse Helpdesk team, ensuring tickets are logged, categorised, and assigned accurately and dealt with in a timely manner.
- Oversee inbound calls and emails/teams' messages from stores, providing guidance and ensuring correct triage.
- Monitor the helpdesk dashboard to ensure SLAs and KPIs are met across response and resolution times.
- Escalate urgent or high-risk issues Head of FM as appropriate as well as keeping our H&S Management team.
- Maintain clear documentation and ensure updates are added to jobs in real time.
Team Supervision
- Supervise a small team of inhouse helpdesk advisors, supporting their development, training, and performance.
- Provide coaching and feedback, ensuring team members are knowledgeable, efficient, and customer focused.
- Lead daily briefings and keep the team informed of any changes in process, contractors or policy.
System and Process Management
- Ensure the CAFM / ticketing system is being used consistently and correctly by the team and stores.
- Identify and report system issues or patterns in calls that indicate wider problems.
- Work closely with the FM team to review recurring issues, contractor performance, or process gaps.
- Support in maintaining and updating store user guides, call scripts and FAQs.
Contractor Liaison
- Coordinate with approved contractors to issue jobs, track progress and chase outstanding works.
- Review contractor responses and flag any poor performance or non-compliance.
- Ensure all job updates are clearly communicated to stores and FM teams.
Reporting and Communication
- Provide weekly and monthly stats on helpdesk performance, open jobs, first-time fix rates, and recurring issues.
- Take ownership of ongoing issues and follow through until full resolution.
- Act as the main point of contact for the helpdesk across internal departments and external partners.
The person
We’re looking for a Supervisor of Retail Facilities Management UK — someone who thrives in a busy environment, keeps calm under pressure, and knows how to bring out the best in people. You’ll be confident managing a small but high-output team, always focused on accuracy, pace, and great service.
You’ll be resilient, hands-on, and detail-obsessed — ready to make decisions, solve problems and deliver consistent support to our store estate.
Skills and Qualifications
- 5yrs leadership experience in facilities management within a Med to large, complex retail.
- Experience running a team.
- Strong technical knowledge of hard FM, building services, and statutory compliance.
- Proven track record of managing large budgets and delivering cost efficiencies.
- Experience managing national suppliers and service contracts.
- Excellent stakeholder engagement and communication skills.
- IWFM, NEBOSH, IOSH or equivalent FM/H&S qualifications.
- Ability to thrive in a fast-paced, high-pressure retail environment.
Along with your benefits package we also offer a wide range of perks for our colleagues:
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 lived the Frasers Group values.
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 one to 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.
Fearless 1200 – Fearless 1200 is our way of recognising our growth. It’s bold, ambitious, and designed to reward colleagues across the business for living our values and delivering impact. Fearless 1200 links how we perform to how we're rewarded – check out the video link to find out more - https://www.youtube.com/watch?v=O0qmvJofMew
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.
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 one or 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.