At a glance Role Title: Various Customer Experience Partner Roles Available: Omni Supplier Direct Assistant (OSO) Customer Support Advisor (R&R) Position: This is a Permanent position Hours of Work: Full Time, 36.25 hours per week. Various hours available during opening hours, you will work 5 days a week and 1 in 3 weekends based on business needs. R&R hours of operation are Monday to Friday, 08:00 am-21:00 pm. With 1in 3 weekends ( Saturday 0800-1800 and Sunday 10.00-1800) based on business needs. OSO hours of operation are: Monday to Friday 08:00 am - 20:00 pm. With 1 in 3 weekend days (Saturdays 08:00 am - 18:30 pm or Sundays 10:00 am - 18:00 pm) based on business needs. Primary Location: Remote Salary: The salary range for this role is set at £21,850 - £24,300 Annual. The John Lewis Customer Contact Centres play an essential role in our delivery of outstanding customer service. Our Partners must deliver high-quality support and service to our customers and stakeholders, whilst operating at the most cost-effective level. About the roles Omni Supplier Direct Assistant in the OSO Team Omni Supplier Orders (OSO) is a specialist department who manage the Customer journey for Fashion, Electrical and Home orders being delivered direct from our extensive range of Suppliers. Customer Support Advisors in the R&R Team As a Customer Experience Partner in Returns and Refunds you will be at the forefront of the Customer Journey in a demanding customer centric role delivering an exceptional customer service in which you will be required to demonstrate a passion and determination for resolving a wide variety of complex queries. These can vary from issues relating to deliveries, returns, refunds and gift cards. You will be expected to maintain a consistent level of excellent service in a multi communication channel environment which will include, email, letter and phone, to ensure the John Lewis & Partners brand is protected when dealing with external customers, and that internal stakeholders are provided with accurate and credible information. Where will I be working? This role is home based. If you are applying to work from home you must be resident in the UK while working for us. To work from home effectively we will need you to have the following: 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 Please see the full details and the key accountabilities about the role in the Job Outline attached below. For current Partners only - Please view the job outline here using your internal Partnership email address: (Link-> https://drive.google.com/file/d/1z7JsLcjtNhXrN0YEOeZYFBnZQrFfe2xc/view) Essential skills you’ll need Experience working with various IT systems Interpersonal and communication skills Time management and organisational skills. Ability to communicate well across multiple channels primarily telephone & email Benefits of the Partnership and the Role 💚- Remote Working. 💚- Full-Time working holiday entitlement 22 days holiday, plus public and bank holidays (this is prorated for part-time hours). 💚- Great work-life balance, including a focus on well-being and flexible working and our equal parenthood leave Policy 💚- Defined Contribution pension scheme where your contributions will be matched by the Partnership (up to 8% of pay) and, after three years’ service, you’ll receive an additional Partnership contribution of 4% of pay, regardless of whether you pay in or not 💚- You’ll get a Partnership discount in-store and online once you complete your Earning Membership period. That’s 25% off in John Lewis (12% off electrical products, some exclusions apply) and 20% in Waitrose (some exclusions apply) You’ll also be able to nominate someone you live with to share your discount. 💚- We’re proud of our exclusive hotels based in some of Britain’s most stunning areas and once you’ve been with us for three months, you’re welcome to explore them Find out more about the extensive range of exciting benefits that you could enjoy when you join us on our website under About the Partnership; Benefits. (Link-> https://www.jlpjobs.com/about/benefits/) Additional Information: The application form consists of a CV upload followed by application questions. Please ensure you refresh the page each time you complete a task to ensure you complete everything that you need to in time. (If internal, check your Workday notifications and see further guidance on the PDW under "Internal application process"). We occasionally close vacancies early in the event we receive a high volume of applications. Therefore, we recommend you apply early Once you've submitted an application the next steps of the process, if successful, are likely to include a 1 stage virtual interviews commencing w/c 17/06/24 Please be aware that the training is full time virtual training. The training hours are Monday to Friday 9am to 5.30pm for 4 weeks (12/08/24 to 06/09/24). No holidays are permitted during training. You'll be asked about any adjustments you might need to support the recruitment process. Let us know, and we'll be sure to discuss it with you. Please be aware that due to the nature and activities of this role, all successful candidates will have a DBS check carried out on them through a 3rd party registered body. For more details on DBS checks and what these entail, please visit the (Link-> https://www.gov.uk/criminal-record-checks-apply-role). 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