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

ROLE:

Contact Centre Team Leader

REPORTING TO:

Contact Centre Manager

BASED:

JD Gyms Contact Centre - Leeds Kirkstall Road, LS4 2AZ

Purpose of the Role:

To lead, support, and motivate a team of Advisors to deliver outstanding member service, drive performance, and ensure an efficient, high-quality experience across all communication channels.

Key Responsibilities:

Lead, coach, and develop a team of advisors to achieve performance targets and service standards. Manage team workload, resource planning, and daily operational performance. Provide ongoing feedback, 1:1 coaching, and performance reviews to support advisor development. Assist with escalated member queries, ensuring timely and effective resolution. Monitor quality and compliance across all channels. Analyse performance data to identify trends, opportunities, and improvement areas. Support the onboarding and training of new starters to the contact centre. Promote JD Gyms values and foster a positive, member-focused team culture.

Essential Skills and Experience:

Experience in a contact centre or customer service leadership role. Strong coaching and people-management skills with the ability to motivate teams. Excellent communication, problem-solving, and decision-making abilities. Ability to work in a fast-paced, target-driven environment. Confident using contact centre systems, reporting tools, and CRM platforms. A strong commitment to delivering exceptional customer experience.

Proposed Measures of Success:

Achievement of team KPIs (quality, productivity, response times, and member satisfaction). Improved team engagement, development, and retention levels. Consistent delivery of high customer satisfaction and reduced complaint escalations. Effective coaching evidenced through skills growth and advisor performance. Smooth and reliable day-to-day operations with minimal service disruption.

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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