About the role
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.
At a glance
* Role: Customer Support Partner, Bureau de Change
* Position: This is a 6‑Month Fixed‑Term position
* Hours of work: Full‑time, 37.5 hours per week. Working 5 out of 7 days on a 4‑week rotating shift pattern, including alternate weekends
* Location: Welwyn Garden City, Hertfordshire
* Age requirement: 18 years or older
Key responsibilities
* Approach work with a friendly, welcoming and self‑motivated attitude to provide the best possible customer experience.
* 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.
Essential skills/experience you'll need
* 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.
Why apply for this role?
As a Customer Support Partner, you will feel inspired and empowered to seek out every opportunity to achieve the right outcomes for our customers. You will ensure our difference is felt through your dedicated Partner‑led service.
This role offers a fantastic level of autonomy, allowing you to self‑manage your time and workload while responding dynamically to customer needs. It is an exceptional opportunity to learn high‑value new skills, gain experience with currency handling and financial compliance, and become an expert in anti‑fraud procedures. Working within a supportive team, you will learn to tackle complex complaints and build a strong foundation for your career.
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