Customer Experience Partner Level 9 (Home Worker or Office Based)

Job Type Customer Service
Location Didsbury
Additional Locations Hamilton
London - Home Worker
London - Home Worker
Partnership Level 9
Closing Date 16/01/2022
Vacancy Type Temporary
Hours of Work 36.25 hours per week - see job description for details

Description

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 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 £ 21,500pa - £28,500pa for a 36.25 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 6 month fixed term contracts (secondments for internal partners) starting from the end of January at the earliest with the following hours:

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

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

These hours are unfortunately non-flexible.

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

Interviews will take place starting in the w/c 10/01/2022.

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

  • 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 and email

  • Time management and organisational skills

  • Previous Stakeholder Management Skills

  • A balanced approach to decision making

Desirable Experience, Skills & Qualifications

  • 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 9.pdf 

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