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Customer Experience Partner

4 weeks ago

Hamilton, United Kingdom John Lewis Full time

**At a glance**

**Role Title**:Various Customer Experience Partner Roles Available:

- Omni Supplier Direct Assistant (OSO)
- Customer Support Advisor (R&R)

**Position**: This is a Permanent position

**Hours of Work**:Full Time, 36.25 hours per week. Various hours available during opening hours, you will work 5 days a week and 1 in 3 weekends based on business needs.
- ** R&R **hours of operation are Monday to Friday, 08:00 am-21:00 pm. With 1in 3 weekends ( Saturday 0800-1800 and Sunday 10.00-1800) based on business needs.
- ** OSO** **hours of operation are: Monday to Friday 08:00 am - 20:00 pm. With 1 in 3 weekend days (Saturdays 08:00 am - 18:30 pm or Sundays 10:00 am - 18:00 pm) based on business needs.

**Primary Location: Remote**

**Salary**: The salary range for this role is set at £21,850 - £24,300 Annual.

The John Lewis Customer Contact Centres play an essential role in our delivery of outstanding customer service. Our Partners must deliver high-quality support and service to our customers and stakeholders, whilst operating at the most cost-effective level.

**About the roles**

**Omni Supplier Direct Assistant in the OSO Team**

Omni Supplier Orders (OSO) is a specialist department who manage the Customer journey for Fashion, Electrical and Home orders being delivered direct from our extensive range of Suppliers.

**Customer Support Advisors in the R&R Team**

As a Customer Experience Partner in Returns and Refunds you will be at the forefront of the Customer Journey in a demanding customer centric role delivering an exceptional customer service in which you will be required to demonstrate a passion and determination for resolving a wide variety of complex queries. These can vary from issues relating to deliveries, returns, refunds and gift cards.

**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

**Essential skills you’ll need**
- Experience working with various IT systems
- Interpersonal and communication skills
- Time management and organisational skills.

**Benefits of the Partnership and the Role**- Remote Working.- Full-Time working holiday entitlement 22 days holiday, plus public and bank holidays (this is prorated for part-time hours).- Great work-life balance, including a focus on well-being and flexible working and our equal parenthood leave Policy- Defined Contribution pension scheme where your contributions will be matched by the Partnership (up to 8% of pay) and, after three years’ service, you’ll receive an additional Partnership contribution of 4% of pay, regardless of whether you pay in or not- You’ll get a Partnership discount in-store and online once you complete your Earning Membership period. That’s 25% off in John Lewis (12% off electrical products, some exclusions apply) and 20% in Waitrose (some exclusions apply) You’ll also be able to nominate someone you live with to share your discount.- We’re proud of our exclusive hotels based in some of Britain’s most stunning areas and once you’ve been with us for three months, you’re welcome to explore them

Find out more about the extensive range of exciting benefits that you could enjoy when you join us on our website under About the Partnership; Benefits.

**Additional Information**:
Please be aware that the training is full time virtual training.

The training hours are Monday to Friday 9am to 5.30pm for 4 weeks (12/08/24 to 06/09/24).

No holidays are permitted during training.

You'll be asked about any adjustments you might need to support the recruitment process. Let us know, and we'll be sure to discuss it with you.

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