Customer Care Team Manager

Established in 1981 with a single store in the Northwest of England, the JD Group is a leading omni\-channel retailer of Sports Fashion, Outdoors and Gyms with our colleagues working in stores across several retail fascias in many markets around the world.

JD Sports Fashion Plc was listed on the London Stock Exchange in 1996 and has been a FTSE100 publicly quoted company since 2019 and continues to grow in the UK and internationally.

We want to be the leading global omnichannel retailer in the sports and outdoor industry. To be a part of this successful company and help us to achieve this you will have the desire to ingrain our strategic goals of being a people\-led, innovative and customer\-focused organisation which provides operational excellence whilst identifying new areas of growth as part of our day to day objectives.

Job Title: 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]

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 session 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 programmed, 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.

We know our colleagues work tirelessly to make JD Sports the success it is today and in turn, we offer them some amazing benefits including staff Discount On JD Group and other brands within the organisation and personal development opportunities to learn and develop at work.

Thank you for your time

\#JD

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