Customer Experience Partner, Contact Centres

5 days ago


Didsbury, United Kingdom John Lewis Full time

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.
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?**

To work from home effectively we will need you to have the following:

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 £18,800pa - £22,600pa 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 permanent contracts starting from mid April at the earliest with the following hours:
F1 OSO Shift
- 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).

F1 CDR Shift
- 36.25 hours per week (5 x 8.5 hours) between 08:00 and 20:00.

This rota includes 1 in 3 weekends (Saturday 08:00 - 16:30 or 09:30 - 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- 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**-
- Print off the job description now if you require it.



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