We're Pentland Brands; a dynamic, global family business, and proud owners and licensees of many iconic active and footwear brands. With a community of over 1,300 team members worldwide, we embrace diversity and inclusion, and champion growth and development. Our success is built on teamwork, courage, innovation, and an unwavering commitment to excellence.
WHAT'S THE MISSION FOR THIS ROLE?
This detail-oriented and proactive role to be the first point of contact for a fast-growing e‑commerce business for incoming support requests relating to our Digital e‑commerce systems, processes, and customer‑facing platforms. Responsible for triaging incoming tickets, resolving issues where possible, and escalating complex cases to the appropriate teams to both internal and external functions/partners.
With excellent problem‑solving skills, a customer‑first mindset, and a passion for driving process improvements, you will play a key role in maintaining a seamless e‑commerce experience for both internal teams and end‑users by identifying recurring issues, spotting training gaps, and building a robust knowledge base for self‑service.
WHAT DOES THIS ROLE DO?
As our Digital Support Desk Specialist, you will be responsible for:
* Ticket Management & Resolution
o First line support for all digital tickets and enquiries
o Triage, prioritise and categorise tickets to ensure efficient resolution
o Resolve issues following or creating documented procedures, escalating to relevant teams both internally and externally through to completion
* Knowledge Management & Training
o Create and maintain a comprehensive knowledge base, including FAQs, troubleshooting guides, and SOPs
o Root Cause analysis to prevent reoccurring incidents
o Identify training gaps and process failures within the business working to design and delivery targeted training
o Educate internal teams on best practice for using systems and tools
* Collaboration & Continuous Improvement
o Collaborate closely with cross‑functional teams such as Customer Service, Ecommerce Managers, Finance, User Experience, Marketing, IT, and Operations to ensure seamless ticket handovers and resolutions Sub‑responsibility
o Analyse ticket trends to identify process improvement and automated opportunities.
o Provide insights and recommendations to leadership to improve overall efficiency and reduce friction points
o Assist with system updates, testing, and rollouts by providing frontline feedback and documentation
WHAT DO I BRING TO THE ROLE?
* Excellent written and verbal communication skills
* Able to translate technical issues in actionable steps for non‑technical stakeholders
* Problem solving & critical thinking skills
* Understanding of digital platforms eg Shopify or similar
* Familiarity with ticketing systems such as Zendesk, Jira, Freshdesk
* Strong Microsoft skills for reporting and trend analysis
* Organisational skills, handling multiple tickets and deadlines
WHAT'S IN IT FOR ME?
* Competitive salary + discretionary bonus
* 25 Days Holiday: Increases with length of service and the option to purchase additional days to suit your needs.
* Discounts: Brand discounts (including friends and family and JD Sports), Sample Sales, and other retail discounts and perks.
* Family‑Friendly Benefits: Generous enhanced parental leave policies
* Health Perks: Choose from a variety of health‑related perks including medical cash plan, critical illness cover, life assurance, gym and fitness discounts, dental insurance, eye care, and health screening to maintain your wellbeing.
* Travel Perks: Take advantage of our season ticket loan, cycle to work schemes, electric car schemes, and discounts on home charging units to support eco‑friendly commuting.
* Flexible Working: We offer hybrid working and flexible working hours, allowing you to start your day earlier or later to help with commute costs or personal commitments.
* Chance to join our Charity, D& I and Sustainability employee networks.
As an equal opportunity employer, we're committed to fostering diversity and creating an inclusive culture across our business, stores, and office environment.
We warmly welcome your application.
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