What is the role about?

We are recruiting for a Secondment (Fixed Term) contract.

Please be aware that the location for these positions is the Hamilton Contact Centre in Scotland.

There will be flexible working arrangements, with onsite and home working required.

This is a People management role, leading a team of Partners in a Customer Care Contact Centre to deliver world class customer service. You will create an environment in which Partners deliver business objectives, demonstrate the responsibilities of ownership and achieve personal fulfilment. You will operate as part of the wider Customer Care team and contribute to the leadership and success of the operation.

You will play a critical part in communicating and supporting the delivery of the Customer Care Service Ambitions, supporting Partners in sharing the voice of our Customers, along with a keen focus on continuous improvement - working collaboratively with others to make things happen and delivering success.

What will you be doing?

You will be responsible for leading a team of up to 16 Partners, providing Customer Service to John Lewis & Waitrose Customers.  This role involves a substantial amount of change in a busy Contact Centre environment, so your ability to drive performance,  inspire, motivate and develop a team of Partners through change is key to the role.

You will monitor, enhance and support improvements to Customer Satisfaction using the Customer Care quality framework, supporting and driving Partner Ideas through to completion.

You will play a critical part in ensuring your Partners voices are heard, and that their wellbeing needs are supported.  
 

You will work closely with your Operational Leadership Team and support functions to drive operational performance and service levels, focusing on first point resolution, Customer Satisfaction and Partner engagement, working flexibly with a ‘One Team’ mentality

What you will have (essential)

- Experience of leading a team of Partners/People

- Knowledge of Disciplinary, Grievance and Sickness Management policy

- Coaching Experience

- Experience background in Customer Service

- Strong communication skills

- Strong  organisational skills

- Strong performance management skills

- Flexible approach to Change

What else could you bring? (desirable)

- Experience of working in a Contact Centre

- Coaching qualifications

- Background in Retail

Pay and Benefits

The pay range for this role is Â£27,000 - £41,100.

​Hours and Contracts

Customer Resolution Dept

Mon, Tue, Wed 17:00 - 21:00 Saturday 08:00 - 18:30 ( rotational start times )

19.25 hours a week

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.

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