Duties & 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 Omni channel support to our customers, whilst operating at the most cost effective level.
With this in mind. we are looking for Partners to join our Customer Delivery Resolution team. The role is a customer facing role based in the John Lewis Contact Centres, providing first point resolution for 2 man delivery related queries. To provide outstanding customer experience and quickly solving customer problems. Effectively link with the wider John Lewis business, supporting all internal and external stakeholders. To add value to the efficient and profitable running of the operation in order to achieve your business and personal objectives, along with those of your team and the function.
- Primary purpose of the role is to provide timely and effective resolution of customer queries and problems related to delivery, which can range from issues such as tracking and booking Supplier Direct orders, re-booking cancelled deliveries, tracking and resolving missing / mis-delivered items. All of this is to ensure ‘On Time and In Full’ deliveries for our customers.
- Administer and maintain daily reports to a high accurate standard. These could be report ready for the warehouse operation and customer delivery Partners, reports on individual Customer Delivery Hub performance down to individual driver level, or ad hoc reports for internal / external stakeholders.
- Maintain a consistent level of excellent service, across both email, letter or phone to ensure the John Lewis brand is protected when dealing with external customers, and internal stakeholders are provided with accurate reliable information