Job Description

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.



JD Gyms Assistant Contact Centre Manager

Based at our offices in Kirkstall, Leeds

Full Time 40 hours per week

The Role:

As Assistant Contact Centre Manager for JD Gyms, you'll play a key role in supporting the Contact Centre Manager in the day-to-day running of our operation. You'll act as a coach, mentor, and performance partner to our Team Leaders -- empowering them to lead their teams effectively, manage workloads, and deliver consistently high levels of service.

You'll help shape the team culture, drive continuous improvement, and ensure our operation runs smoothly and efficiently -- all while keeping people and members at the heart of what we do.

Key Responsibilities:

Support and coach Team Leaders to deliver exceptional leadership and performance management within their teams. Work closely with the Contact Centre Manager to ensure operational targets, SLAs, and KPIs are met across all channels. Monitor team performance data, helping Team Leaders identify trends and take proactive action. Provide coaching, feedback, and development support to build confidence and capability within the team. Support resource planning and scheduling, ensuring the right coverage and balance across shifts. Act as a key point of escalation for complex or sensitive member issues, supporting Team Leaders with guidance and resolution. Collaborate with other departments -- including Marketing, Sales, and Gym Operations -- to improve the overall member journey. Drive engagement, recognition, and motivation across the Contact Centre through positive leadership and team culture. Contribute to process improvement and change initiatives to enhance efficiency and the member experience.

About You:

Experience: At least 2 years in a contact centre environment. Leadership focus: Experienced in managing or developing Team Leaders; skilled in coaching, mentoring, and performance management. Operational understanding: Strong grasp of contact centre metrics, workflows, and customer service best practices. People-driven: Passionate about developing others and building an empowered, high-performing culture. Collaborative: Works effectively across teams and departments to achieve shared goals. Culture fit: Energetic, positive, and aligned with JD Gyms' commitment to motivating and supporting our members and staff alike.

Benefits:

Free JD Gyms membership. JD Group staff discounts. Company pension scheme. Wellbeing support & employee discount programme. On-site parking.

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



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