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Customer Experience Partner Level 9

Posted: 18 Feb 2021 Closes: 27 Feb 2021
Didsbury Competitive
Permanent & Full-time JLP_wJAJRFlab5S6


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 include Telephone, Email, Chat and Social Media.

Please visit our JLPJobs page to learn more about the role of a Customer Exerience Partner -

The pay range for this role based on a 40 hour week is £23,724.13 - £31,448.27, 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 is through single interactions or longer term relationships. Just as valuable will be those relationships that you build with other Partners and an expected broad range of Stakeholders in our business whose expertise and support you will rely upon to make things happen.

The role will require an escalated level of decision making with a high degree of commerciality.

You should expect to be an escalation point for other partners for advice, support, and expertise.

Please note-

Whilst this role is currently home-based as a result of Covid-19, this is an office-based role and we expect to return to this way of working when it is safe to do so. As a result, applicants should be within a reasonable travel distance fromour Customer Contact Centre in Didsbury, Manchester.

  • 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
Whilst we will endeavour to consider your preferred department choice, this cannot always be guaranteed as numbers required in certain departments are limited.

Required Essential Experience
  • Educated to GCSE or similar standard
  • Previous customer-facing experience
  • Ability to work with multiple applications and systems. Interpersonal and communication skills at an enhanced level
  • Ability to communicate well across multiple channels primarily telephone and email
  • Time management and organisational skills
  • Previous Stakeholder Management Skills
  • A balanced approach to decision making
Required Desirable Skills
  • Digital awareness and 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
  • 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

You will need to be available for full-time training within the following dates and times- 06/04/21 to 23/04/21 OR 19/04/21 to 07/05/21, 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 9 (FINAL) .pdf

John Lewis Partnership

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