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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 over 60,000 colleagues and over 3,400 stores across several retail fascias in over 30 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.

Role Description

Role purpose and scope:

Positively represent the JD plc brand to our customers through multiple channels, by providing effective and efficient resolutions to customer escalations/complaints.

Effective complaint management is critical to customer satisfaction. This role manages High-Level Complaints escalated to the CEO and Customer Champion emails.

We take pride in providing a dedicated point of contact for customers ensuring that full accountability is taken at all times in resolving the issue and delivering fantastic Customer Service.

Responsibilities:

• Taking full ownership of any issues ensures that the right solution is reached as effectively as possible.
• Understand and empathise with a customer's viewpoints and their experiences.
• Identify the root cause of the complaint by following and documenting their journey.
• Ensure that work is managed in an efficient, effective, and timely manner.
• Ensure all agreed KPIs in line with departmental objectives are achieved.
• Writing out customer journeys to fully understand any failings to provide feedback.
• Dealing with written communication through email and post, as well as general administrative duties.
• Accurately recording reasons for customer contacts.
• Collect feedback from customers and provide recommendations for improvement to your line manager.

Person Specification:

• 6 months of experience within a customer service role is essential.
• You need to have the ability to remain calm and focused when dealing with challenging situations.
• Ability to work on own initiative and as part of a team.
• Being creative and forward-thinking in suggesting alternative solutions to resolve customer issues.
• Understands the need for confidentiality and compliance with legislation.
• Open and adaptable to change, as a fast-growing business we are constantly developing and improving our systems so the ability to quickly adapt is a must.
• Can-do attitude, accountable even when something is the outside area of responsibility.
• Ability to provide good judgment, even in pressurised situations.
• Is a self-starter and self-sufficient
• Excellent PC skills
• Positive manner
• Excellent communication skills both verbally and written.
• Strong negotiation and objection handling skills.
• Excellent attention to detail.

Flexibility to cover 5 out of 7 days a week between 8am and 8pm.

We know our employees work tirelessly to make JD Sports the success it is today and in turn, we offer them some amazing benefits:

• 24 hour subsidised canteen
• Access to the staff shop with discounted employee pricing
• Casual dress
• Employee discount
• Discounted Gym Membership
• Hybrid/office working model - Subject to meeting performance criteria
• Continuous development opportunities
• Company pension
• On site parking
• Bus and tram links and just off the M62
• Learning and Development

Due to the high volumes of applications our opportunities attract, it takes time to review them all. If you don't hear back within two weeks of you applying, please consider your application to have been unsuccessful on this occasion

Applications that meet the skills criteria will be contacted for a 1st stage meeting with the talent team. Shortlisted candidates will then be invited to interview with the hiring manager.

Thank you again for your time.