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This is an operational role working in the John Lewis Contact Centre with responsibility for effectively case managing escalated customer complaints to achieve successful resolutions. You will be dealing with complex and escalated customer enquiries. You will be expected to support the achievement of the departmental service level agreements by working as efficiently and productively as possible. Identifying and communicating opportunities for continuous improvement and greater efficiency. You will also be expected to work in other departments as requested by management. Demonstrating a flexible and positive approach to tasks and using your skills and knowledge to support and develop colleagues. Candidates will have the ability to case manage, prioritise workload and be accurate in the application of financial processes. This role will suit someone who is patient, has self-control and is resilient in resolving complex issues to a customer's expectation. At peak times candidates will require high levels of stamina to be successful during busy periods. Those applying for this role will enjoy working across a variety of different tasks and areas, whilst working to agreed targets and service levels. This role is subject to the following pre-employment screening: 3 year reference check, Basic Disclosure and 5 year financial probity.
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