Digital Support Lead

WHO WE ARE   

Known best as the 'Undisputed King of Trainers', JD Sports is one of the biggest and best global Sports Fashion brands across footwear and apparel.   

Founded in 1981 in Greater Manchester, JD Group has achieved remarkable growth through rapid global expansion, now standing as the leading global sports fashion retailer. With over 3,400 stores worldwide, we offer unparalleled service and style to all our consumers, striving to inspire the emerging generation through a captivating connection to the universal culture of Sport, Music, and Fashion.   

In 2017, JD Sports first established itself within the Australian market and has since expanded to 60+ stores in NSW, VIC, QLD, WA, SA & TAS with many more to come!   

THE ROLE 

JD Sports is on the lookout for a Digital Support Lead to join our growing Digital team! The Support Lead is a crucial member of our dynamic Digital technology team. Responsible for efficient and effective delivery of technical support services, maintaining high levels of customer satisfaction. The Digital Support Lead plays a crucial role in managing day-to-day support operations, resolving complex technical issues, and continuously improving support processes. 

Reporting into the Head of Technology, Digital APAC, this role will be responsible for, but not limited to:  

Issue & Change Management

• Oversee the resolution of technical issues and ensure timely responses
• Handle escalated business issues and provide advanced technical solutions
• Maintain high standards of customer service and satisfaction
• Act as a liaison between the support team, other departments, and management
• Communicate effectively with business stakeholders, providing clear and concise information
• Provide regular updates to management on team performance and support related issues

Crisis Management

• Lead the support team during high-pressure situations or crises
• Ensure clear communication and swift resolution during incidents
• Implement monitoring tools and systems to detect early signs of potential crises. This includes monitoring system performance, security alerts, and customer feedback
• Establish clear mechanisms for quickly alerting the support team and relevant stakeholders when a potential crisis is detected. This can include automated alerts, instant messaging, or emergency hotlines
• Mobilise the necessary resources, including additional support staff, technical experts, and communication tools, to manage the crisis effectively
• Lead the efforts to diagnose and resolve the underlying issues causing the crisis. Collaborate with technical experts, product teams, and external vendors as needed
• Conduct a thorough post-crisis analysis to understand the root causes, response effectiveness, and areas for improvement. Document the findings and lessons learned
• Prepare detailed incident reports that document the crisis, response actions, resolution, and outcomes. Share these reports with relevant stakeholders and management

Reporting & Documentation

• Prepare and present regular reports on support metrics and team performance
• Perform and document root cause analyses for major incidents, identifying the underlying issues and steps taken to prevent recurrence
• Develop and maintain a comprehensive knowledge base with articles on common issues, troubleshooting steps, and best practices. Ensure this is regularly updated and accessible to the support team and customers
• Track KPI's such as response time, resolution time, first contact resolution rate and ticket volume. Regularly analyse these metrics to identify trends and areas for improvement
• Develop and maintain SOP's for all support processes, ensuring they are clear, detailed, and easily accessible to the team

Team Management

• Identify and develop talent via coaching, mentoring and the implementation of individual Team Member learning plans
• Conduct training sessions to enhance the team's skills and knowledge in integration technologies
• Team Management and delegation
• Completion of regular and annual performance reviews

WHO YOU ARE 

• 1-2 years' minimum experience in a similar role  
• Experience using Microsoft Navision System is preferred  
• Intermediate computer literacy with Microsoft Excel  
• Strong attention to detail and high level of accuracy  
• Proven ability to work towards tight deadlines  
• Exceptional verbal and written communication skills  
• Ability to effectively deal with difficult situations and problem solve  

WHAT’S IN IT FOR YOU? 

• Monthly culture committee events 
• Central CBD location 
• Pre-pay day lunches 
• Birthday leave 
• Competitive Salary 
• One month paid parental leave 
• Referral bonus scheme 
• Training and development to evolve and shape your career  
• Opportunity to progress across all areas of the business including Retail, Support Office and our Distribution Centre  
• Treat yourself with our attractive staff discount! This can also be used for friends and family  
• Access to our Employee Assistance Program & Mental Health champions 

We are passionate about connecting with driven and skilled individuals who are invested in their development, so that together we can evolve our brand's success, alongside evolving your career. 

JD values diversity and inclusion and champions a culture where everyone feels, valued, included, and celebrated. 

What are you waiting for? Apply today and kick start your JD Sports Journey.

Please note, by applying for this role, you consent to us completing a Work Rights check to verify your working rights where required.