At a Glance
- Tasks: Lead a team to deliver exceptional customer service and enhance the John Lewis experience.
- Company: Join the iconic John Lewis brand known for its commitment to quality and service.
- Benefits: Earn £14.58 per hour with additional night premium and flexible working hours.
- Other info: Opportunities for career growth and development within a supportive team.
- Why this job: Shape customer experiences and build lasting relationships in a dynamic retail environment.
- Qualifications: Proven customer service skills and leadership experience in a retail setting.
About the Role
As a Team Leader within one of our John Lewis shops, you are integral to delivering the unique John Lewis difference. You will lead Partners in providing the distinctive service and passion for products that our competitors cannot match. Your commitment to going the extra mile for both customers and Partners is vital. You will be instrumental in shaping the customer impression of the John Lewis brand, cultivating lifelong trust and loyalty that encourages repeat visits, all while maximising sales and profit.
In addition to your contractual pay, any time worked between 22:00 - 06:00 will attract Night Premium at a rate of £3.75 per hour. This will also apply to existing Partners who have enrolled onto Enhanced Hours Premium arrangements.
Key Responsibilities
- Driving a great customer experience by ensuring that every customer has a positive interaction with a Partner on their visit.
- Ensuring all operational tasks are completed with a "heads-up approach," guaranteeing that Partners are always looking out for customers and their needs.
- Effective utilisation of the systems, tools and resources to deploy labour resource to match customer and operational requirements.
- Championing our key differentiators by ensuring Partners are actively sharing their knowledge with each other and our customers.
- Inspiring, encouraging, and guiding Partners, clearly communicating expectations and building robust relationships based on honesty and respect.
- Driving the delivery of excellent in-store standards, including efficient recovery, visual merchandising, shop cleanliness, accurate ticketing, and product availability.
- Supporting the shop's leadership team with operational tasks and collaborating with all shop areas to effectively meet dynamic customer demand.
- Ensuring all Partners operate in a safe and legal manner.
Essential Skills and Experience
- Evidence of consistently delivering amazing customer service personally.
- Demonstrable people and leadership skills.
- Experience working in a customer-facing environment.
- A strong understanding of retail and how to maximise commercial success.
- Effective stakeholder management skills when working with third parties and the wider John Lewis Partnership.
Desirable Experience
- Duty Manager Training (Internal Partners only).
Additional Information
- Closing Date: June 28, 2026
- Pay: £14.58 Hourly
- Contract Type: Permanent
- Hours of Work: Various Hours Available up to 36.5 hours per week, including early starts, late finishes and weekends.
- Job Level: Partnership Level 10
- Location: Edinburgh (John Lewis & Partners), 60 Leith Street, Edinburgh, EH1 3SP
- Pre-employment vetting may include DBS checks and financial probity checks. Please discuss flexible or compressed hours, job sharing or shorter hour contracts if applicable.
Customer Assistant, Team Leader employer: John Lewis plc
At John Lewis, we pride ourselves on being an exceptional employer, offering a vibrant work culture that values collaboration and personal growth. As a Team Leader in our Edinburgh shop, you will not only lead a passionate team dedicated to delivering outstanding customer service but also benefit from competitive pay, including a Night Premium, and opportunities for career advancement within the renowned John Lewis Partnership. Join us to be part of a company that champions trust, loyalty, and a commitment to excellence in every customer interaction.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Assistant, Team Leader
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at John Lewis plc. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like John Lewis plc before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Assistant, Team Leader
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to John Lewis plc:Your cover letter is your chance to shine! Tell us why you want to work at John Lewis plc specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at John Lewis plc!
How to prepare for a job interview at John Lewis plc
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
