JD Group Plc
Customer Care Team Manager
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Customer Care Team Manager
Customer Care Manager
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 in Sports Fashion, Outdoors, and Gyms. Our diverse and dedicated teams operate across a portfolio of renowned retail brands across multiple international markets.
Listed on the London Stock Exchange since 1996 and a proud member of the FTSE100 since 2019, JD Group continues to expand both in the UK and globally, driven by a commitment to innovation, excellence, and possibility.
Our vision is to become the world's most trusted and dynamic omni-channel retailer in the sports and outdoor industry. We welcome individuals from all backgrounds to join us in shaping this future. If you're passionate about contributing to an inclusive, people-first, and customer-centric organisation and are motivated by continuous growth and operational excellence, we’d love to hear from you.
Job Title & Details
Customer Care Manager Department: Customer Care Location: Kingsway Reporting To: Customer Care Operations Manager Contract Type: Permanent Closing Date: [Insert Date] Internal/External: [Internal Only / External]
Role Overview
The Customer Care Team Manager at JD Sports is responsible for supporting the day-to-day operation of an omni-channel customer support function, leading a team of up to 14 advisors to deliver high-quality service across phone, email, and social channels. The role focuses on:
- Coaching and developing team members
- Performance management against detailed targets
- Ensuring productivity standards are met consistently
- Driving continuous improvement using performance data
- Handling escalations
- Partnering with wider business teams to enhance the end-to-end customer experience
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Key Responsibilities
Coaching & Mentoring
- Deliver regular 1:1 coaching sessions using structured models (e.g. GROW) to support performance improvement and professional growth.
- Provide real-time coaching during or immediately after customer interactions to reinforce behaviours and address issues.
- Mentor team leads and senior agents to develop leadership capability, decision-making confidence, and coaching skills.
- Facilitate team huddles, role-play sessions, and feedback circles to foster confidence and knowledge-sharing.
- Maintain a coaching log for each team member, tracking progress, actions, and outcomes to ensure accountability and consistency.
Performance Monitoring
- Monitor daily, weekly, and monthly performance metrics, including:
- Customer Satisfaction (CSAT)
- Average Handling Time (AHT)
- First Contact Resolution (FCR)
- Quality Assurance (QA) scores
- Adherence and productivity
- Use dashboards, workforce-management tools, and CRM analytics to identify trends and improvement opportunities.
- Lead calibration sessions with QA teams to ensure consistent scoring and alignment with service standards.
- Prepare performance reports for senior leadership, highlighting insights, risks, and recommendations for operational improvements.
- Implement Performance Improvement Plans (PIPs) with clear goals, timelines, and measurable outcomes for underperforming team members.
Team Motivation & Engagement
- Create a positive, inclusive, and high-performance culture through recognition programs, incentives, and team-building activities.
- Engage with employee feedback, engagement surveys, and listening sessions to address morale issues and implement solutions.
- Promote a psychologically safe environment where team members feel comfortable raising concerns and contributing ideas.
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HR Management
- Collaborate with HR to ensure all people-management processes comply with employment law and company policy.
- Maintain accurate, confidential documentation regarding performance, conduct, attendance, and well-being concerns.
Skills & Experience Required
✔ Proven experience in managing a customer support team ✔ Strong track record of managing against key KPIs ✔ Strong analytical experience, with the ability to interpret data trends
Desirable Attributes
- Emotional Intelligence — Ability to understand team dynamics and respond with empathy.
- Data-Driven Decision Making — Comfortable using tools like dashboards, reports, and analytics to guide decisions.
- Change Management — Skilled at guiding teams through transitions in processes, technology, or organisation.
- Conflict Resolution — Capable of managing interpersonal issues and customer escalations calmly.
- Time & Priority Management — Balancing coaching, oversight, and strategic tasks effectively.
- Communication Excellence — Clear, concise, and adaptable communication for agents, leadership, and collaborators.
Benefits
We believe our colleagues are key to JD Sports’ success. In recognition of our teams’ dedication, we offer:
- Staff Discounts on JD Group brands and other associated products
- Personal development opportunities for continuous learning and growth
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