Overview
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 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. The company aims to be the leading global omnichannel retailer in the sports and outdoor industry. To be a part of this successful company 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 day-to-day objectives.
Responsibilities
* Design and deliver innovative learning solutions across an omni-channel Customer Care environment, including system-based modules, interactive workshops, and digital learning tools.
* Ensure compliance with regulatory standards (GDPR, PCI DSS) and support continuous improvement through data-driven insights.
* Collaborate with stakeholders to align training with business objectives and foster a culture of continuous learning and best practice sharing.
* Design and develop Customer Care training programs and materials; develop system training modules for new tools and platforms.
* Conduct training sessions for new and existing staff; create interactive workshops, role-playing scenarios, and simulations.
* Deliver both in-person and virtual training sessions; integrate microlearning and video-based content for quick skill reinforcement.
* Curriculum & Content Management: develop training manuals, guides, and e-learning modules; update content based on policies and best practices; create assessment tools and quizzes; maintain training documentation and resources.
* Collaborate with IT and Operations to ensure training content reflects system updates and process changes; implement Learning Management System (LMS) for tracking and reporting.
* Skills Development: train staff on communication, active listening, empathy; teach conflict resolution and de-escalation techniques; provide product knowledge training.
* Coach employees on using Customer Care software and tools; coach on omni-channel communication strategies (voice, email, chat, social); embed digital literacy and system navigation skills.
* Performance Monitoring: assess trainee progress and provide feedback; monitor customer service metrics and identify training needs; conduct follow-up sessions and refresher training; evaluate training effectiveness and report ROI.
* Use analytics from LMS and performance dashboards to identify skill gaps; share findings with leadership.
* Quality Assurance: ensure training aligns with company standards and values; monitor call quality and provide coaching recommendations; support staff with ongoing development strategies; maintain compliance with GDPR and PCI DSS.
* Outsource Partner Support: train Outsourced Customer Care Teams on company standards, processes, and brand values; ensure Outsource Partners maintain the same service quality as in-house; conduct periodic assessments; share product updates and new procedures with partner teams.
* Travel to Outsource partner locations to conduct face-to-face training; develop scalable training frameworks for global partners; create cultural sensitivity modules for cross-border teams.
Qualifications / Skills
* Ability to work effectively across different cultures and time zones; adapt to different working styles and business practices.
* Create standardized processes that work across multiple locations.
* Strong knowledge of instructional design principles and adult learning theory.
* Experience with e-learning authoring tools (Articulate, Captivate) and LMS platforms.
* Ability to analyse training impact using data and KPIs.
* Project management skills for coordinating multi-location rollouts.
* Provide support to Customer Care on calls and emails during busy periods or upon request.
* Any other ad hoc tasks requested by Management.
Benefits
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 #JD
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