Customer Facing Technical Support (in store)

John Lewis Partnership; Chichester; On-site; GBP 40,000 - 60,000; Part time

Job summary

Join John Lewis Partnership as a part-time Technical Support Partner, providing exceptional customer service and technical expertise on electrical products. You'll troubleshoot product issues, manage repairs, and support the shop team, all in a customer-facing role that emphasizes empathy and quality service.

Qualifications

• Good communication skills to engage with third-party suppliers and internal stakeholders.
• High level of product knowledge and technical expertise.
• Experience in technical support.

Responsibilities

• Providing exceptional customer service regarding product issues.
• Troubleshooting technical issues as the first point of resolution when possible.
• Keeping customers informed about product repairs.

Skills

Communication

Product Knowledge

Technical Expertise

Job description

About the role

Please Note: This is a part-time position, 15 hours per week, including Saturday and Sunday work.

As a Technical Support Partner, you will be customer-facing and serve as the first point of contact, providing technical expertise on electrical products sold at John Lewis. Your role involves resolving technical queries with the high-quality service we are known for.

You will diagnose and troubleshoot product issues and liaise with repairers and suppliers to ensure quick resolution for customers.

Key Responsibilities

This is a fast-paced, customer-facing role. Your daily tasks will include:

• Providing exceptional customer service with empathy regarding their product issues.
• Keeping customers informed about product repairs.
• Following business systems and processes to minimize loss and protect profitability.
• Troubleshooting technical issues as the first point of resolution when possible.
• Supporting the shop team with general shop-keeping and customer service tasks.

Essential Skills and Experience

• Good communication skills to engage with third-party suppliers and internal stakeholders.
• High level of product knowledge and technical expertise.
• Experience in technical support.

Desirable Skills and Experience

• Experience in a customer-facing retail environment.
• Ability to troubleshoot product-related issues.

About The Partnership

We are the largest employee-owned business in the UK, home to John Lewis and Waitrose. We are driven by our purpose to build a happier world. As Partners, we share ownership and responsibility, working together with kindness and respect. We embrace diversity and foster an environment where everyone can thrive.

Important Points to Note:

• Some roles may require pre-employment vetting, including DBS checks. If so, you will be informed during the recruitment process.
• Apply promptly, as vacancies may close early due to high application volumes.
• We support flexible working arrangements, such as flexible hours, job sharing, or shorter contracts. Discuss these options with the hiring manager during your interview.