Job Overview
As a Technical Support Partner, you will be the first point of contact for customers purchasing electrical products in John Lewis. You will diagnose and troubleshoot product‑related issues, liaise with repairers and suppliers to resolve problems quickly, and deliver the exceptional customer service the brand is known for.
Hours between 22:00 and 06:00 attract a Night Premium of £4.25 per hour. This applies to all partners enrolled on the Enhanced Hours Premium arrangement.
Key Responsibilities
* Offer exceptional customer service and demonstrate empathy with customers’ product issues.
* Keep customers up to date with the status of product repairs.
* Adhere to business systems and processes to minimise loss and protect profitability.
* Triculate technical issues as the first point of resolution where possible.
* Support the wider shop team with general shop‑keeping tasks and customer service.
Qualifications & Experience
* Good communication skills for engaging with 3rd‑party suppliers and internal stakeholders.
* High level of product knowledge and technical support experience.
* Experience in a customer‑facing retail environment is desirable.
* Ability to troubleshoot product‑related issues.
Benefits
* Night Premium of £4.25 per hour for work between 22:00 and 06:00.
* Generous holiday provision that increases over time.
* Comprehensive pension scheme and life assurance.
* Partner discount: 25 % off at John Lewis and 20 % off at Waitrose (after 90‑day Earning Membership).
* Leisure learning support: up to £200 towards selected tutored courses.
* Access to clubs and societies covering a wide range of interests.
* Supportive networks for diversity and inclusion, including BAME, Faith & Belief, Gender Equality, Linkages, Pride, Working Parents, Carers, Ability and Unity.
Location
Cambridge – John Lewis, Grand Arcade, Cambridgeshire, CB2 3DS (commute information available).
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