John Lewis Contact Centres Director Relations Case Manager

Job Type Call Centres
Region Scotland
Location Hamilton
Preferred Hours Full Time
Partnership Level
Closing Date 24/7/2019
Vacancy Type
Salary £10.28 to £13.47
Salary Frequency per hour
Hours of Work
Full Time shift working 36.25 per week between 8am and 8pm.
Weekend and evenings worked on rotation.

Duties & Responsibilities

This is an operational role working in the John Lewis Contact Centre with responsibility for effectively case managing escalated customer complaints to achieve successful resolutions. You will be dealing with complex and escalated customer enquiries. You will be expected to support the achievement of the departmental service level agreements by working as efficiently and productively as possible. Identifying and communicating opportunities for continuous improvement and greater efficiency. You will also be expected to work in other departments as requested by management. Demonstrating a flexible and positive approach to tasks and using your skills and knowledge to support and develop colleagues.

Job Requirements

Candidates will have the ability to case manage, prioritise workload and be accurate in the application of financial processes. This role will suit someone who is patient, has self-control and is resilient in resolving complex issues to a customer's expectation. At peak times candidates will require high levels of stamina to be successful during busy periods. Those applying for this role will enjoy working across a variety of different tasks and areas, whilst working to agreed targets and service levels. This role is subject to the following pre-employment screening: Basic Disclosure.

Required essential experience skills and qualifications

Competent in dealing with multiple systems. Previous experience of the creation of bespoke customer focused emails and letters.

Required desirable experience skills and qualifications

Experience of working in a Contact Handling environment. Experience of customer relations case management
Director Case Manager JD  


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