The Group at a glance
Established in 1981 with a single store in the North West of England, JD Sports Fashion Plc is a leading multichannel retailer of sports fashion and outdoor brands in the UK and Europe.
The Group has over 1200 stores across a number of retail fascias and is proud of the fact that it always provides its customers with the latest products from the very best brands.
The Group embraces the latest online and instore digital technology providing it with a truly multichannel, international platform for future growth.
Key Duties / Responsibilities :
Accountable for the day to day activities, guidance and successful management of your team
Conducting regular one to ones and development sessions with each of your team members, taking responsibility for implementing / overseeing personal development plans and actively supporting the team achieve goals and objectives.
Proactively manage any underperformance in accordance with HR processes and guidance.
Ensuring your team handle customer enquiries efficiently and promptly, delivering good customer outcomes and consistently performing against key performance indicators.
Responsible for creating a positive team environment fostering a spirit of teamwork with clearly defined boundaries.
Inspire team members to act with focus, discipline and a sense of urgency ensuring the reputation of the business is upheld
Work collaboratively with Team Managers both on and off-site ensuring all work streams are covered and operating within SLA’s
Act as a management escalation point for cases, take management calls and handle complaints when required
Review case work, including the quality of emails / calls, and carrying out call monitoring using a quality framework, provide coaching and utilise feedback techniques to improve team / individual performance.
Work collaboratively with the QAC Manager to ensure error rates are mitigated, the quality of responses is of a high standard to prevent rework.
Skills / Experience / Knowledge needed :
Previous experience of in working in a fast paced, demanding, and constantly changing environment.
Previous experience of managing teams in a similar customer care environment
Previous experience in coaching and staff development
A demonstrable customer-centric’ approach to work and problem solving
Strong ability to build relationships and demonstrate confident interpersonal skills with colleagues at all levels
Ability to identify and solve repeat issues, demonstrating strong attention to detail
Demonstrate excellent written and verbal communication skills with experience of adapting communication style to any given situation.
Strength of character to fit within an ambitious, challenging and fast paced team environment.
Ability to organise and prioritise own time and workload
Excellent people skills
Reporting into the operations manager