John Lewis Contact Centre Furniture Aftercare Partner

Job Type Call Centres
Region Scotland
Location Hamilton
Preferred Hours Full and Part Time
Partnership Level
Closing Date 26/5/2019
Vacancy Type
Salary £10.28 - £13.47(£19,441 - £25,473 per annum based on full time)
Salary Frequency per hour
Hours of Work
Full time - 36.25 hours weekly across 5 shifts between 8am and 8pm hours.
Weekend and late shifts worked on rotation

Part time - 16.5 hours weekly Wednesday, Thursday, Friday 5pm to 8pm and Saturday 8am to 4pm
13 hours weekly Monday, Tuesday 5pm to 8pm and Sunday 10am to 6pm.

Duties & Responsibilities

As a contact handling support function the role holder will be responsible for dealing with complex and (escalated customer) enquiries. The role requires the ability to case manage, prioritise workload and be accurate in the application of financial processes.

The role will suit someone who is patient, has self control and is resilient in resolving complex issues (to a customer's expectation) The role holder will be required to undertake a variety of different tasks and must have high levels of stamina to be successful during busy periods. Practical application and navigation of systems and processes is required to maximise productivity.

The role holder will support the achievement of the departmental service level agreements by working as efficiently and productively as possible. Demonstrates a flexible and positive approach to tasks and uses skills and knowledge to support and develop colleagues. Works in other departments as requested by management.

Takes responsibility for own learning and self development and plays an active role in department activity.

Job Requirements

To effectively manage Customer Furniture Aftersales queries and complaints to reach a successful resolution, through taking ownership and offering outstanding service over the telephone, via electronic mail and by letter.

Please refer to the attached job description.

Required essential experience skills and qualifications

Strong PC skills.
Problem Solving.
Application of judgement.

Required desirable experience skills and qualifications

Contact Centre Customer Service environment.
Furniture Aftercare JD  


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