What’s the role about?

‘Living in a happy and comfortable home’ is a key mission for John Lewis Partnership as we look to a future of diversifying our services. As part of this mission John Lewis Home Solutions have created a tailored home improvements department, which offers bespoke conversions and extensions to customers within the London area. Within this small friendly team, the exciting opportunity to join as a Customer Consultant has become available. As a consultant you will be the key account manager for customers enquiring about a home improvement project and managing their journey end to end, by always delivering excellent customer service. You will also liaise and support other departments such as the Home Design Team, Sale Surveyor’s with sales support and  project coordination for the Field Team through the build process, to ensure all are aligned and able to effectively complete projects to time-frame.

As a Partner within the business, the successful candidate will also support our Partnership purpose and democratic principles, by constructively participating in co-ownership, and demonstrating to customers and each other that it is a better way of doing business. They will also actively share knowledge, experiences, ideas and opinions to improve the Partnership, always speaking honestly and frequently. 

What will you be doing?

• Responding and triaging customer enquiries

• Communicating with customers throughout their projects,  to ensure any changes are agreed, signed off and paid for by the customer with their account correctly updated

• Respond to customer enquiries to understand the nature of their project and then plan a home survey visit for the sales surveyor​

• Own the customer journey from triage through to sales completion and warranty issue within agreed SLA’s

• Ensuring all necessary administration and records are kept up to date in a timely manner

• Managing the customer project queries day to day ensuring conformance to process is met

• Project Management support, ensuring that the project runs smoothly through execution, providing project coordination to support  the Project Managers in the field 

Why do our Customer Consultants love working for us?

 

We are a small independent team who support and develop each other to learn and grow within our roles. We offer flexible as well as home blended working, which also supports a strong work/life balance across the team. 

What you\'ll have:

• Customer service experience

• Time management skills and organisational skills - delivering projects on time

• Problem solving skills and resourcefulness

• Effective, confident communicator (verbal and written) to a high standard

What else could you bring?

• Project management support and coordination

• Positivity

• A people person

• Empathetic to customer and business needs 

• An interest in home improvement

Creating a Business of Diversity & Inclusion.

We have a number of different ways to work flexibly so at your interview feel free to talk about what flexibility means to you. There are no guarantees, however, it may open the door to not only a new role but a new way of working.

Additional Information:

We occasionally close vacancies early in the event that we receive a high volume of applications. Therefore we recommend you apply as soon as possible.

The application form consists of a CV upload, an online test followed by application questions. Please ensure you refresh the page each time you complete a task to ensure you complete everything that you need to in time.