John Lewis Contact Centre, Customer Experience Partner Level 10 - Full Time

Job Type Call Centres
Region Scotland
Location Hamilton
Preferred Hours Full Time
Partnership Level
10
Closing Date 24/7/2019
Vacancy Type
Permanent
Salary £9.20 - £11.43
Salary Frequency per hour
Hours of Work
We are operational Monday through to Sunday and offer various rotational shifts up to 36.25 hours per week.

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

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 a range of Stakeholders in our business whose expertise and support you will rely upon to make things happen. The role will also require a balanced approach to commerciality.

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 Hamilton International Technology Park. A modern spacious building positioned in the heart of Scotland's central belt with excellent access to the motorway network - M74, M8 and M77. One of Scotland's most successful business park locations with an extensive range of on-site and adjacent amenities including a: nursery, pharmacy, dental surgery, newsagents, coffee and sandwich shops

Required essential experience skills and qualifications

-Educated to National 5 or similar standard

-Interpersonal and communication skills

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

-Time management and organisational skills

Required desirable experience skills and qualifications

-Previous Contact Centre experience or similar

-Digital awareness and capability to work effectively with technology

-Motivated to drive your own development
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