Customer Service Manager

About us

Known best as the 'Undisputed King of Trainers', JD Sports is one of the biggest and best global Sports Fashion brands across footwear and apparel.

Founded in 1981 in Greater Manchester, JD Group has achieved remarkable growth through rapid global expansion, now standing as the leading global sports fashion retailer. With over 3,400 stores worldwide, we offer unparalleled service and style to all our consumers, striving to inspire the emerging generation through a captivating connection to the universal culture of Sport, Music, and Fashion.

In 2017, JD Sports first established itself within the Australian market and has since expanded to 50+ stores in NSW, VIC, QLD, WA and SA with many more to come!

The Role

Working at JD Sports is a state of mind, an attitude and way of challenging the norm. We do not conform; we pave our own path and are elite within our field. At JD Sports, we carefully curate our products to give our customers the most exclusive ranges from the most elite brands, and we apply the same strategy to our talent. We are passionate, talented, dedicated, proud, and hungry for success and we want like-minded individuals to join the movement.

And now, we are looking for a Customer Service Manager to manage the day-to-day activity of the Customer Service team, monitoring quality, adherence and performance, acting as an escalation point where necessary. The Customer Service Manager will lead from the front and will drive the team to success through tailored coaching and development, ensuring all JD Sports customers have a positive and seamless experience.

This position is based at JD Sports Distribution Centre, located in Homebush.

As the Customer Service Manager, you will be responsible for, but not limited to:

• Managing the day-to-day activities, guidance, and successful management of the wider Customer Service team
• Ensure the Customer Service team handle customer enquiries efficiently and promptly, delivering good customer outcomes and are consistently meeting their KPIs
• Work in partnership with internal and external stakeholders, ensuring all work streams are operating within appointed SLA’s
• Act as an escalation point for customer queries and complaints where required
• De-escalate tense situations and find mutually beneficial solutions
• Regularly review the quality of the teams' emails/calls
• Regularly provide coaching and feedback techniques to improve team/individual performance
• Create and implement training programs to ensure team members are well-equipped to handle various types of customer inquiries and issues
• Recruit, mentor and develop Customer Service team members and nurture an environment where they can excel through encouragement and empowerment
• Ensure recorded information of Customer Service interactions and discussions are updated and maintained within the system
• Analyse statistics and compile accurate reports
• Keep ahead of industry development and apply best practices to areas of improvement
• Maintain and communicate an orderly workflow with the team according to priorities
• Handle weekly rosters and pay tasks
• Manage stock adjustments and keep a record of any errors
• Implement initiatives to educate customers on product/service features to reduce the number of inquiries

Who you are

• Minimum two (2) years’ experience in a similar role within a like brand or retail business
• Previous experience working within a fast paced environment
• Previous experience managing teams in a similar customer care environment
• Strong ability to build relationships and demonstrate confident interpersonal skills with colleagues at all levels
• Excellent Customer Service skills
• Strong attention to detail and problem-solving skills
• Excellent written and verbal communication skills, with the ability to adapt communication style
• Strong time management and organisational skills

What's in it for you?

• Monthly culture committee events
• Central CBD location
• Pre-pay day lunches
• Birthday leave
• Competitive Salary
• One month paid parental leave
• Referral bonus scheme
• Training and development to evolve and shape your career
• Opportunity to progress across all areas of the business including Retail, Support Office and our Distribution Centre
• Treat yourself with our attractive staff discount! This can also be used for friends and family
• Access to our Employee Assistance Program & Mental Health champions

We are passionate about connecting with skilled and dynamic individuals who are invested in their development, so that together we can evolve our brand's success, alongside evolving your career.

What are you waiting for? Apply today and kick start your JD Sports Journey.

Please note, be applying for this role you consent for us to complete a VEVO Check in order to verify your Australian Working Rights where required.