At a Glance
- Tasks: Lead a dynamic customer care team to deliver top-notch service across various channels.
- Company: Join JD Group, a leading global retailer in sports fashion and outdoor gear.
- Benefits: Enjoy competitive pay, career growth, and a vibrant team culture.
- Other info: Be part of an inclusive environment that values innovation and excellence.
- Why this job: Make a real impact by shaping customer experiences and developing your team's skills.
- Qualifications: Experience in managing customer support teams and strong analytical skills required.
The predicted salary is between 35000 - 45000 £ per year.
Department: Customer Care
Location: Kingsway
Reporting To: Customer Care Operations Manager
Contract Type: Permanent
Closing Date: [Insert Date]
Internal/External: [Internal Only / External]
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 in 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.
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 managing against clear and achievable targets, and ensuring productivity standards are consistently met. Through effective use of performance data, the Team Manager drives continuous improvement, handles escalations, and partners with wider business teams to enhance the end‑to‑end customer experience.
Key Responsibilities
- Coaching & Mentoring: Deliver regular 1:1 coaching sessions using structured coaching models (e.g. GROW) to support performance improvement and professional growth. Provide real‑time coaching during or immediately after customer interactions to reinforce positive behaviours and correct issues quickly. Mentor team leads and senior agents, helping them develop leadership capability, decision‑making confidence, and coaching skills of their own. Facilitate team huddles, role‑play sessions, and feedback circles to build confidence and encourage 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 CSAT, AHT, FCR, QA scores, adherence, and productivity. Use dashboards, workforce‑management tools, and CRM analytics to identify trends and opportunities for improvement. Lead calibration sessions with QA teams to ensure scoring consistency and alignment with service standards. Prepare performance reports for senior leadership, highlighting insights, risks, and recommendations for operational improvements. Manage 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 programmes, incentives, and team‑building activities. Use employee feedback, engagement surveys, and listening sessions to identify morale issues and implement solutions. Promote a psychologically safe environment where team members feel comfortable raising concerns and sharing ideas.
- HR Management: Work closely with HR to ensure all people‑management processes are compliant with employment law and company policy. Maintain accurate, confidential documentation relating to performance, conduct, attendance, and wellbeing concerns.
Skills & Experience Required
- Proven experience managing a customer support team
- Strong track record of managing against key KPIs
- Strong analytical experience with ability to interpret data trends
Desirable Attributes
- Emotional Intelligence: Ability to read situations, understand team dynamics, and respond with empathy and clarity.
- Data‑Driven Decision Making: Comfortable using dashboards, reports, and analytics tools to guide coaching and operational decisions.
- Change Management: Skilled at guiding teams through new processes, technologies, and organizational changes.
- Conflict Resolution: Capable of managing interpersonal issues within the team and resolving customer escalations calmly and effectively.
- Time & Priority Management: Able to balance coaching, operational oversight, and strategic improvement work.
- Communication Excellence: Clear, concise communicator who can adapt style for agents, leadership, and cross‑functional partners.
Customer Care Team Manager employer: JD Sports
JD Group is an exceptional employer, offering a vibrant work culture that prioritises inclusivity and employee growth. As a Customer Care Team Manager in Kingsway, you will lead a dedicated team while benefiting from comprehensive coaching programmes, performance incentives, and a commitment to operational excellence, all within a dynamic and supportive environment that encourages innovation and collaboration.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Team Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at JD Sports. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like JD Sports before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Care Team Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to JD Sports:Your cover letter is your chance to shine! Tell us why you want to work at JD Sports specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at JD Sports!
How to prepare for a job interview at JD Sports
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
