Customer Experience Partner

At John Lewis & Partners, we\'re more than employees - we\'re owners. That\'s why we\'re all called Partners. And that\'s why we all go above and beyond to offer quality products and outstanding service to the people who matter most, our customers. Because for us, it\'s personal.

What will you be doing?

As one of our Customer Experience Partners, you’ll work across a wide range of platforms (telephone, e-mail, chat messaging and social media), responding to customer questions, concerns and complaints. You’ll be playing an intrinsic part in their shopping journey ensuring they’re responded to professionally, quickly and efficiently, upholding the exceptional customer experience levels we’re renowned for. 

The role can be demanding and you’ll be required to demonstrate a passion and determination for resolving a wide variety of complex queries. At times, these will involve challenging conversations where excellent communication skills (and sometimes negotiation skills) are necessary. Selling skills will also be required as you use these opportunities to maximise profitability.

You’ll be looking to build strong brand loyalty through your customers whether it be through single interactions or longer term relationships. Just as valuable will be those relationships that you build with other Partners and a range of stakeholders in our business whose expertise and support you’ll rely upon to make things happen. 

Please visit our JLPJobs page to learn more about the role of a our Customer Experience Partners -

https://www.jlpjobs.com/john-lewis-and-partners/contact-centres/

Where will I be working? 

This role is home-based.

To work from home effectively we will need you to have the following-

• A home broadband speed of more than 15mbs (This can be checked via www.speedtest.net)
• A working landline connection (does not need to have an outbound call functionality),that is accessible within 1.5 metres of your working space. If it is further away than 1.5 metres, you would need your own extension cable and any subsequent splitters/adapters
• A WIRED connection to your broadband router either via an ethernet cable directly to the router (class to be provided) or via a LAN over Power adapter set Access to a webcam or camera on laptop/desktop which will be necessary for assessment /interview
• A suitable, safe, private and comfortable working environment to work from home

Will I receive training?

When you join us, our friendly and engaged Partners will ensure you have all the training and support you need to excel in the role. The training experience is one that is blended with videos, facilitator led training, and plenty of time for discussion to consolidate your learning. 

You’ll need to be available for full-time training for 4 weeks from your start date, Mon-Fri 09:00-17:00. For this reason, we require no holidays to be taken within this time.

Pay and Benefits

The pay range for this role is £ 17,800pa - £21,900pa for a 36.25 hour week and £ 19,641pa - £ 24,165pa for a 40 hour week.

After completion of Earning Membership you’ll be entitled to;

• 20% Discount at Waitrose & Partners on majority of goods

• 25% Discount at John Lewis & Partners on majority of goods

• 12% Discount at john Lewis & Partners on electrical & white goods 

• Discounts across many restaurants and bars across the UK

• 22 days holiday (rising to 25 days after three years service) + public and bank holidays

• Ability to purchase 5 additional days holiday

• Competitive Pension scheme options

• Subsidised Dining Facilities, Sports Clubs and Social Societies

 

Hours and Contracts

 

We’re offering fixed term contracts which end in Jan 2022. with the following different full-time rotational shifts-

F1- 36.25 hours (5 x 8.5 hours) between 08:00 and 20:00

This rota includes 1 in 3 weekends (Saturday or Sunday)

This contract will start on 13/09/21, 20/09/21 or 11/10/21

F13 - 36.25 hours (5 x 8.5 hours) between 06:30 and 22:00

This rota includes 1 in 3 weekends (Saturday or Sunday)

This contract will start on 20/09/21

F40- 40 hours (5 x 9.25 hours) between 08:00 and 21:00.

This rota includes and 1 in 3 weekends (Saturday or Sunday).

This contract will start on 01/11/21

These hours are unfortunately non-flexible.

During your interview, you’ll be able to discuss this further with the hiring managers.

Required Essential Experience, Skills & Qualifications

• Educated to GCSE or similar standard

• Interpersonal & Communications Skills

• Ability to communicate well across multiple channels primarily telephone & email

• Time management and organisational skills.

Desirable Experience, Skills & Qualifications

• Previous Contact Centre experience or similar

• Digital awareness & capability to work effectively with technology

• Motivated to drive your own development

Additional Information

• This role is subject to the following pre-employment screening: Basic disclosure.

• We occasionally close vacancies early in the event we receive a high volume of applications. Therefore, we recommend you apply early.

• Print off the job description now if you require it.

• Ensure you have an up-to-date CV.

Duties and Responsibilities

The John Lewis Contact Centres are a vibrant, dynamic and growing area of The Partnership, and the role they play is essential to our delivery of outstanding customer service. The centre must deliver excellent support and service to our customers, whilst operating at the most cost effective level.