Overview
As a Customer Support Partner, you'll feel inspired and empowered to seek out every opportunity to achieve the right outcomes for our customers. Ensuring our difference is felt through the Partner-led service our competitors just can't compete with.
Your tasks will be varied, ranging from supporting with JL Money services and/or Partnership Credit Card applications, serving in our Bureau de Change to dealing with lost property and a wide range of other customer queries and sometimes, complaints.
In addition to your contractual pay, any time worked between 22:00 - 06:00 will attract Night Premium at a rate of £3.75 per hour. This will also apply to existing Partners who have enrolled onto Enhanced Hours Premium arrangements. Approach work with a friendly, welcoming andself‑motivated attitude to provide the best possible customer experience.
Responsibilities
* Resolve customer queries and complaints as a first point of resolution respectfully and compassionately.
* Be an ambassador for the John Lewis brand and its reputation as a trusted company.
* Support the wider shop when required and coach Partners on our services and how to handle customer queries or complaints.
* Work with attention to detail when handling currency, following agreed procedures to prevent fraud and minimise business risk.
* Promote our services at in-store events.
Qualifications
Excellent customer service skills.
* Great computer skills with the ability to work with multiple software programs.
* Strong admin/organisational skills, whilst paying close attention to detail and compliance.
* Excellent communication skills with a logical approach.
Desirable skills/experience you may have
Previous experience of working in a customer‑facing role is welcomed. However, we’ll provide all the training you need so that you can perform at your best, every day.
Diversity & Inclusion Networks
* Faith & Belief – FAB is aimed at educating, celebrating and increasing awareness of all faiths and beliefs.
* Gender Equality – Promoting gender equality, empowering Partners to overcome barriers and be more involved in topics outside of their day job.
* Linkages – Our intergenerational or age network aiming to build awareness of the benefits and opportunities of an intergenerational workforce.
* Pride – Our first network that we developed. Designed to support the LGBTQ+ community and their allies.
* Working Parents – Our Working Parents' Network supports and inspires working parents throughout their parenting journey.
* Care Experience – Providing a safe and supportive community for Partners with experience in the care system.
* Carers Network – The network aims to raise awareness and support Partners who are carers, and their allies.
* Ability – Championing workplace disability inclusion by creating a supportive environment and offering peer communities for those with diverse needs.
Benefits
We want all of our Partners to have a good work‑life balance and we support flexible working. This might mean flexible or compressed hours, job sharing or shorter hour contracts, where possible. Please discuss this further with the hiring manager during your interview.
Leisure Learning – Enjoy learning a new skill or hobby even more by claiming up to £200 towards certain tutored courses (applies to courses which you pay for in advance yourself).
Partner Discount – 25% off at John Lewis and 20% at Waitrose (some exclusions apply; partner discount is only available following successful completion of your 90‑day Earning Membership period once you have started).
Clubs & Societies – From arts & crafts to fishing, from skiing to running, we have so many clubs and societies bringing Partners with shared interests together.
Holiday & Leave – Enjoy a generous holiday provision. Plenty of time for some rest and relaxation (the amount of holiday you’ll get depends on your role and working hours; it increases over time).
Pension & Life Assurance – Secure your future with our comprehensive pension scheme and life assurance.
Location
Welwyn Garden City (John Lewis)
Bridge Road
Hertfordshire, AL8 6TP
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