· Job Title – Centre Of Excellence Lead- Customer Service Relationship · Location – JD Group Head Office · Working hours – 40 Hours What You'll Be Doing: The CoE Lead - Customer Service Relationship is pivotal and is responsible for managing and resolving technical queries originating from customer service related to single client issues.
This role will also oversee the contract management of an outsourced company that handles day-to-day technical queries for customer service (CS) tech issues.
As the point of escalation, you will ensure that technical issues are addressed promptly and effectively, maintaining high customer service standards.
Responsibilities include overseeing query resolution, managing contracts with third-party providers, ensuring adherence to service level agreements (SLAs), and serving as the point of escalation for technical issues.
The ideal candidate will have strong technical expertise, excellent leadership skills, and the ability to drive continuous improvement in customer service processes.
Key Duties/Responsibilities: Technical Query Management: Own and manage technical queries from customer service, focusing on single-client issues.
Ensure timely and accurate resolution of technical queries, maintaining high customer service standards.
Collaborate with internal and external teams to address and resolve technical issues.
Outsourced Company Management: Oversee the contract management of an outsourced company responsible for the day-to-day management of tech queries.
Ensure adherence to SLAs and key performance indicators (KPIs) outlined in the contracts.
Monitor vendor performance and manage relationships to ensure high-quality service delivery.
Serve as the escalation point for technical issues that the outsourced company cannot resolve.
Escalation Handling: Act as the primary point of contact for escalated technical queries from customer service.
Coordinate with internal and external stakeholders to resolve escalated issues promptly.
Develop and implement processes for effective escalation management.
Process Improvement: Continuously evaluate and improve processes for managing technical queries and escalations.
Identify trends in technical issues and provide feedback to internal teams to prevent future occurrences.
Implement best practices and innovative solutions to enhance customer service efficiency and effectiveness.
Reporting and Analysis: Generate reports on technical query performance, trends, and metrics to analyse data and identify opportunities for improvement.
Present findings to senior management and stakeholders, providing recommendations for process enhancements.
Ensure transparency and accountability in all aspects of technical query management.
Leadership and Collaboration: Lead and develop a high-performing team, fostering a culture of excellence and continuous improvement.
Collaborate with other IT and business leaders to align technical query management activities with organisational goals.
Promote a customer-centric approach within the team and across the organisation.
Skills / Experience / Knowledge needed : Strong technical background with experience in managing and resolving customer service-related technical queries.
Knowledge of customer service technologies and systems.
Familiarity with ITIL processes and best practices.
Minimum of 3-5 years of experience in customer service or technical support management.
Proven track record of successfully managing complex technical queries in a large organisation.
Experience in managing third-party providers and contract management.
Excellent leadership and people management skills, with the ability to inspire and motivate teams.
Strong analytical and problem-solving skills, with a focus on continuous improvement.
Exceptional communication and interpersonal skills, with the ability to build strong stakeholder relationships.
Proficiency in IT service management tools and technologies.
Bachelor's degree in information technology, computer science, business administration, or a related field desirable or experience working for a retail company managing single account technical queries.
Relevant certifications (e.g., ITIL, PMP) are desirable.
The Company: The JD Group is a leading omnichannel retailer of Sports Fashion, Street & Premium Fashion, Outdoors and Gyms with over 60,000 colleagues over 3,400 stores across several retail fascia's in over 30 markets around the world.
We are an equal opportunities employer who embraces and values differences.
We recognise the importance of an inclusive workplace culture in which everyone can thrive irrespective of their background or identity.
To be a part of this successful and continuously growing company, you will have the desire to ingrain our strategic goals of being a people first, a digital leader and customer focused organisation which provides operational excellence and is continuous with identifying new areas of growth into our day-to-day.
We know our employees work tirelessly to make JD Sports the success it is today and in turn, we offer them some amazing benefits: Incremental Holiday Allowance Staff Discount on qualifying purchases across Group retail stores and online Exclusive Colleague Bike Discount scheme Discounted Gym membership Personal development opportunities to learn and develop at work Access to Apprenticeships and accredited qualifications Interested?
If you are interested in this position, then press the Apply Now button .
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 your application, 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.