Customer Experience Partner Level 10

Job description

Job Type

Customer Service

Location

Didsbury

Partnership Level

10

Closing Date

17/02/2021

Vacancy Type

Permanent

Hours of Work

We offer a full-time rotational shift of 40 hours (5 x 9.25 hours) between 08:00 and 21:00. The rota will include 1 in 3 late shifts and 1 in 3 weekends (Saturday or Sunday). Details will be discussed at interview.

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Each April, we review our pay ranges taking into account market movement. Therefore the pay range for this role may change from the 1 st April 2021. For any Partners starting prior to the 15 th February 2021 you will have your pay reviewed as part of this annual pay review. Your People Manager will discuss this with you. For any Partners starting on or after the 15th February 2021 your starting pay rate offer will be inclusive of this review.

Description

Duties & Responsibilities

At John Lewis and Partners, we're more than employees - we're owners. That's why we're all called Partners. And that's why we all go above and beyond to offer quality products and outstanding service to the people who matter most, our customers. Because for us, it's personal.

John Lewis is a unique business brand and our loyal customers demand the very best experience at all times.

You will be at the forefront of their Customer Journey in a demanding customer-centric role delivering an exceptional customer experience in which you will be required to demonstrate a passion and determination for resolving a wide variety of complex queries. At times, these will involve challenging conversations where it goes without saying you should have excellent communication and at times negotiation skills. Selling skills will be key as you also use opportunities to maximise profitability.

In today’s multi communication channel environment, you will be required to do this professionally across a wide range of platforms which will includetelephone, Email, Chat and Social Media.

Please visit our JLPJobs page to learn more about the role of a Customer Experience Partner -
https://www.jlpjobs.com/john-lewis-and-partners/contact-centres/

The pay range for this role based on a 40 hour week is £19,641.37 - £24,165.51, inclusive of the 2021 pay review.

Job Requirements

This role would ideally suit someone who is obsessive about delivering exceptional customer service, is resilient and enjoys variety within a fast paced Contact Centre environment.

You will be looking to 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 will rely upon to make things happen. The role will also require a balanced approach to commerciality.

Please note-
This role is office based at our Customer Contact Centre in Didsbury, Manchester. Please only apply for this position, if you are able to travel to this location. There will also be some requirement for you to work from home.

Benefits

·  Eligibility for Annual Bonus where we distribute a proportion of profits to our Partners as a percentage of their salary
·  Once Partners have been with us for three months, they are entitled to discount on shopping in John Lewis & Partners and Waitrose & Partners. The discount rates in John Lewis & Partners are 25% (12% on electrical goods). In Waitrose & Partners you’ll receive a 20% discount
·  22 days holiday (rising to 25 days after three years service) + public and bank holidays and the ability to purchase 5 additional days
·  Competitive Pension scheme options
·  Subsidised Dining Facilities, Sports Clubs and Social Societies
·  A fantastic working environment in the John Lewis & Partners Customer Contact Centre at the Towers Business Park in Didsbury. A modern efficient building set in a beautifully landscaped environment. The park is excellently located for rapid access to the city centre, motorway network and the airport. Located in the trendy South Manchester suburb of Didsbury, which is lively and vibrant with an abundance of coffee shops, bars, and independent retailers to enjoy

Required Essential Experience, Skills & Qualifications

·  Educated to GCSE or similar standard
·  Interpersonal & Communications Skills
·  Ability to communicate well across multiple channels primarily telephone & email
·  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

Home Working

Due to the requirements to work at home we will need you to have the
following to work effectively:

·  A home broadband speed of more than 15mbs (This can be checked via  www.speedtest.net )
·  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

Training

You will need to be available for full-time training within the following dates and times- 06/04/21 to 23/04/21, Mon-Fri 09:00-17:30 with no holidays within this time.

Additional Information

Please consider the following when making your application - this role is subject to the following pre-employment screening: Basic disclosure.

We occasionally close vacancies early in the event we receive a high volume of applications. Therefore, we recommend you apply early.

Print off the job description now if you require it.

Ensure you have an up-to-date CV.

Duties and Responsibilities

The John Lewis Contact Centres are a vibrant, dynamic and growing area of the Partnership, and the role they play is essential to our delivery of outstanding customer service. The centre must deliver excellent support and service to our customers, whilst operating at the most cost effective level.

We positively celebrate Diversity & Inclusion in the John Lewis Partnership. Our aim is to become the UK’s most inclusive business - for our Partners and for our customers, reflecting and connecting with the diverse communities that we serve. We want people from all walks of life to feel valued for their individuality, thrive in our business and share a sense of belonging. To find out more about D&I in the John Lewis Partnership click here .
Attachment: Customer Experience Partner Level 10 (FINAL) .pdf 

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