Customer Experience Partner, Contact Handling Didsbury (Level 9)

Job Type Call Centres
Region Northern England
Location Didsbury
Preferred Hours Full Time
Partnership Level
09
Closing Date 29/2/2020
Vacancy Type
Short Term Temporary (13 weeks or less)
Salary £10.28 - £13.47 (£21,382.40 - £28,017.60 per annum based on 40 hrs per week)
Salary Frequency per hour
Hours of Work
We are operational Monday through to Sunday and offer various rotational shifts up to 40 hours per week, including 1 in 3 weekend shifts. These hours will be discussed at interview.

Duties & Responsibilities

At John Lewis and 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.

John Lewis is a unique business brand and our loyal customers demand the very best experience at all times.

You will be at the forefront of their Customer Journey in a demanding customer centric role delivering an exceptional customer experience in which you will be required to demonstrate a passion and determination for resolving a wide variety of complex queries. At times, these will involve challenging conversations where it goes without saying you should have excellent communication and at times negotiation skills. Selling skills will be key as you also use opportunities to maximise profitability.

In today's multi communication channel environment, you will be required to do this professionally across a wide range of platforms which may include Telephone, Email, Chat and Social Media.

Job Requirements

Please visit our JLPjobs page to learn more about the role of a Customer Experience Partner - https://www.jlpjobs.com/john-lewis-and-partners/contact-centres/

This role would ideally suit someone who is obsessive about delivering exceptional customer service, is resilient and enjoys variety within a fast paced Contact Centre environment.

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

The role will require an escalated level of decision making with a high degree of commerciality. You should expect to be an escalation point for other Partners for advice, support and expertise.

Reward & Benefits

- Eligibility for Annual Bonus where we distribute a proportion of profits to our Partners as a percentage of their salary
- Once Partners have been with us for three months, they are entitled to discount on shopping in John Lewis & Partners and Waitrose & Partners. The discount rates in John Lewis & Partners are 25% (12% on electrical goods). In Waitrose & Partners you'll receive a 15% discount
- 22 days holiday (rising to 25 days after three years service) + public and bank holidays and the ability to purchase 5 additional days
- Competitive Pension scheme options
- Subsidised Dining Facilities, Sports Clubs and Social Societies
- A fantastic working environment in the John Lewis & Partners Customer Contact Centre at the Towers Business Park in Didsbury. A modern efficient building set in a beautifully landscaped environment. The park is excellently located for rapid access to the city centre, motorway network and the airport. Located in the trendy South Manchester suburb of Didsbury, which is lively and vibrant with an abundance of coffee shops, bars, and independent retailers to enjoy

Required essential experience skills and qualifications

-Educated to GCSE or similar standard

-Previous customer facing experience

-Ability to work with multiple applications and systems

-Interpersonal and communication skills at an enhanced level

-Ability to communicate well across multiple channels primarily Telephone & email

-Time management and organisational skills

-Previous Stakeholder Management Skills

-Balanced approach to Decision Making

Required desirable experience skills and qualifications

-Digital awareness and capability to work effectively with technology

-Motivated to drive your own development
Please click here for Job Description  

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