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Returns and Refunds, Omni Support Team

Company John Lewis Partnership Location Manchester
Contract Permanent Position Salary £8.93 - £11.16 This will increase to £9.20 - £11.43 after 1st April 2019
Sector(s) Customer Service & Call Centre

Job Description

Duties & Responsibilities

The fundamental purpose of this role is to protect brand loyalty, secure future sales through issue resolution and surpassing the expectations of our customers resulting in a positive impact on the commercial success of the Partnership. 

Working collaboratively as part of a team of Customer Support Advisors you will add value to the efficient and profitable running of your department in order to achieve your business and personal objectives and in turn, unlocking your potential. 

The ideal candidate will thrive in a fast paced working environment, have an unrelenting focus on providing the best customer service possible and be able to support and share success with fellow Partners. 

Successful candidates will not only be joining our Contact Centre is Didsbury, but they will also be joining a unique business - The John Lewis Partnership. Not only do we share the responsibility of co-ownership and democracy we also reap the benefits. 

> You will be eligible for the Partnership Bonus where you will receive a percentage of your annual salary every year. 
> You have access to £250 learning and training subsidy every year, this includes any qualifications you wish to take 
> After 3 months service you’ll get your Discount Card entitling you to 25% the majority of goods in John Lewis and 15% off the majority of goods in Waitrose (exclusions apply) 
> 22 days holiday on joining and an ability to purchase 5 more days 
> Access to our PartnerChoice our online hub of exclusive offers, including discounts at local restaurants, reduced rates on holidays and free days out! 

All this, and so much more is available when you join the Partnership - please visit our Benefits page on 

Job Requirements

The requirements for this role include but are not limited to: 

Maintains a flexible skill-set, ensuring ability to support a variety of work streams in the department 
Flexibility to react to customer demand promptly, recognising change required to support the customer journey 
Delivers a seamless and personalised service experience that exceeds the customer’s expectation while supporting the delivery of sales and profit growth 
Resolve customer issues promptly, working closely with internal and external stakeholders. 
Demonstrates competence and compliance with the processes and operating procedures required in their function 
Champions continuous improvement to drive efficiency and productivity through recognising areas of potential improvements to enable a more efficient way of working 

Required essential experience skills and qualifications

For full details relating to this role, please see the attached job description. 
Excellent time management 
Confident and articulate 
Good at problem solving and conflict handling 
Good listening skills 
Good telephone manner and written word skills 
Keen to learn, ask questions and contribute to a team culture 
Flexible with a positive can do attitude 
Reactive to change 

How to Apply

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