Customer Service Manager

About the role

We are looking for an experienced Customer Service Manager to lead our JD Sports support function. In this hands‑on leadership role you will ensure SLA adherence, quality control, and operational stability while scaling a customer‑centric team.

Key responsibilities

• Manage daily ticket volumes and monitor backlog and SLA performance.
• Conduct QA reviews, coach agents and schedule staffing within business hours.
• Produce weekly performance reports and analyse contact drivers to identify trends and risks.
• Maintain Freshdesk ticket fields, adjust simple automations and monitor SLA triggers.
• Create and update SOPs, align FAQs with policies and drive process improvements.
• Own operational governance and provide insights to brand leadership.

Required profile

• 4–7 years of experience in customer support.
• 2+ years in a team‑lead or similar leadership role.
• Strong written communication skills.
• Experience building or stabilising support functions.

Required skills

• Freshdesk
• CRM platforms (basic configuration)

What we offer

• Opportunity to shape a leading omni‑channel retail experience.
• Collaborative office environment with flexibility to work where you perform best.
• Access to tools and resources that support professional growth.