JD Sports Fashion
Customer Care Team Manager
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Customer Care Team Manager
Customer Care Manager – JD Group
About JD Group
Founded in 1981 with a single store in the Northwest of England, JD Group has grown into a leading global omni-channel retailer of Sports Fashion, Outdoors, and Gyms. Our diverse and dedicated teams operate across multiple retail brands and international markets, delivering top-tier customer experiences.
Listed on the London Stock Exchange since 1996 and a proud member of the FTSE100 since 2019, JD Group continues to expand in the UK and globally. Our vision is to become the world’s most trusted and dynamic omni-channel retailer in the sports and outdoor industry.
Joining us allows you to shape a people-led, innovative, and customer-focused organisation built on operational excellence and continuous growth.
Role Overview
As Customer Care Team Manager at JD Sports, you will lead a team of up to 14 advisors to deliver high-quality omni-channel customer service across phone, email, and social channels.
Your role involves: ✔ Coaching & mentoring team members to develop skills and improve performance ✔ driving productivity through performance management and data analysis ✔ handling escalations and partnering with cross-functional teams to enhance the customer experience
By using performance data effectively, you’ll drive continuous improvement while fostering a positive, collaborative culture.
Key Responsibilities
Coaching & Mentoring
- Conduct regular 1:1 coaching sessions (using structured models like GROW) to support team development
- Provide real-time feedback during or immediately after customer interactions to reinforce behaviours and resolve issues
- Mentor team leads and senior agents, helping them develop leadership, decision-making confidence, and coaching skills
- Facilitate team huddles, role-play sessions, and feedback circles to build knowledge sharing and confidence
- Maintain a coaching log for each team member, tracking performance, actions, and accountability
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Performance Monitoring & Improvement
- Monitor KPIs (CSAT, AHT, FCR, QA scores, adherence, and productivity) using dashboards, workforce management tools, and CRM analytics
- Identify trends and opportunities for improvement by collaborating with QA teams
- Prepare performance reports for senior leadership, highlighting insights, risks, and recommendations
- Manage Performance Improvement Plans (PIPs) with clear goals, timelines, and measurable outcomes
Team Motivation & Engagement
- Foster a positive, inclusive, and high-performance culture through recognition programmes, incentives, and team-building activities
- Use employee feedback, engagement surveys, and listening sessions to address morale concerns
- Create a psychologically safe environment where staff can confidently share ideas and concerns
HR & Compliance
- Ensure all people management processes aligned with employment law and company policies
- Maintain confidential and accurate documentation on performance, conduct, attendance, and wellbeing
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Skills & Experience Required
🔹 Proven experience managing a customer support team 🔹 Strong track record in driving KPI performance (CSAT, response times, resolution rates) 🔹 Analytical skills to interpret data trends and guide operational decisions
Desirable Attributes
✦ Emotional intelligence – Ability to assess situations, understand team dynamics, and respond with empathy ✦ Data-driven decision-making – Comfortable using dashboards, reports, and analytics for coaching and strategy ✦ Change management expertise – Skilled at guiding teams through process, technology, and organisational changes ✦ Conflict resolution – Ability to handle interpersonal team issues and customer escalations professionally ✦ Time & priority management – Balancing coaching, operations, and strategic initiatives effectively ✦ Communication excellence – Clear, adaptable communication for team members, leadership, and cross-functional partners
Why Join JD Group?
Our colleagues make JD Sports what it is today—thrive with purpose and growth. As a thank you, we offer:
- Staff discounts on JD Group and select partner brands
- Personal development opportunities to learn and excel in your career
If you’re passionate about exceptional customer service and driving operational success, we’d love to hear from you!
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