Customer Experience Partner Level 10 (Home Worker or Office Based)

Job Type Customer Service
Location Didsbury
Additional Locations Hamilton
London - Home Worker
Partnership Level 10
Closing Date 24/01/2022
Vacancy Type Temporary
Hours of Work 36.25 hours per week, see job description for details

Description

Here in John Lewis & Partners, our Partners' happiness, well-being and sense of belonging in the workplace are vitally important to us.

What will you be doing?

The John Lewis & Partners Contact Centres are based in Lanarkshire, Manchester and Bracknell. We've been here since 2010 and as one of our Customer Experience Partners you will be working at the very heart of the Partnership.
We offer a fun, energetic and diverse environments where we celebrate and reward Partners who are passionate about delivering outstanding customer service to our customers.

Like so many others we’re currently operating in distributed work conditions.
Some of our Partners work in the office. Some work from home. And some do a mixture of both when it is safe to do so.
But regardless of where we are working, we work together to make sure that work feels welcoming and is a happy place to be.

Our Contact Centres deliver excellent support and service to our customers, whilst operating at the most cost effective level.
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 will play an intrinsic part in their customer experience journey ensuring they are responded to professionally, quickly and efficiently, upholding the exceptional customer experience levels we are renowned for.

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

You’ll 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.

Where will I be working? 

This role can be home based or on-site (barring change in government Covid policy advice) in our offices in Didsbury (Manchester).

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

Pay and Benefits

The pay range for this role is £17,800pa - £21,900pa for a 36.25 hour week.

This pay range is currently under review, any changes will be confirmed by April 2022.

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 6 month fixed term contracts (secondments for internal partners) starting from early/mid March at the earliest with the following hours:

F1 Shift (home based)-

36.25 hours per week (5 x 8.5 hours) between 08:00 and 18:00.

This rota includes 1 in 3 weekends (Saturday 08:00-18:30 or Sunday 10:00-19:00).

F13 Shift (home based)-

36.25 hours per week (5 x 8.5 hours) between 06:30 and 21:00.

This rota includes 1 in 3 weekends (Saturday 06:30-18:30).

F1 Shift (Manchester office based)-

36.25 hours per week (5 x 8.5 hours) between 08:00 and 21:00.

This rota includes 1 in 3 weekends (Saturday 08:00-18:00 or Sunday 10:00-18:00).

These hours are unfortunately non-flexible.

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

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.

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.

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

We positively celebrate Diversity & Inclusion in the John Lewis Partnership. Our aim is to become the UK’s most inclusive business - for our Partners and for our customers, reflecting and connecting with the diverse communities that we serve. We want people from all walks of life to feel valued for their individuality, thrive in our business and share a sense of belonging. To find out more about D&I in the John Lewis Partnership visit this site - https://www.jlpjobs.com/about/diversityandinclusion/ 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.

Attachment: Customer Experience Partner Level 10.pdf 

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