Service and Selling Coach

John Lewis Partnership; Chelmsford; On-site; GBP 25,000 - 35,000; Full time

Job summary

Join a leading retail company as a Service & Selling Coach to enhance customer service excellence through innovative training and development. In this role, you'll work closely with Partners, delivering tailored coaching sessions, managing training resources, and ensuring that customer service standards reflect the values of the John Lewis brand. Ideal candidates will possess strong communication skills and a background in customer service within a retail environment.

Qualifications

• Confident in coaching and training in different styles.
• Experience in a customer-facing retail environment.
• Ability to manage time and workload effectively.

Responsibilities

• Conduct engaging training and coaching sessions for Partners.
• Provide constructive feedback to support personal development.
• Plan and deliver inductions for new Partners.

Skills

Customer Service Skills

Coaching

Training Delivery

Time Management

Computer Skills

Tools

Workday

One Place Learning

PDW

Job description

About the role

As a Service & Selling Coach in one of our John Lewis shops, you'll help deliver a unique customer service experience that sets us apart.

You will use your expertise to train and coach Partners, equipping them with the tools to provide the exceptional service John Lewis is known for, fostering customer loyalty and trust.

Key Responsibilities

• Conduct engaging training and coaching sessions for Partners, both in groups and individually, to enhance their service and selling skills.
• Provide constructive feedback to support Partners' personal development.
• Innovatively deliver training tailored to different learning styles.
• Plan and deliver inductions for new Partners.
• Support technical training related to shopfloor tools such as headsets, devices, apps, and learning platforms.
• Keep your own knowledge up to date to champion excellent service aligned with the John Lewis brand.

Essential skills/experience

• Confident in delivering coaching and training in various styles, including peer-to-peer feedback.
• Good computer skills to facilitate and produce training content across systems.
• Excellent customer service skills.
• Experience in a customer-facing retail environment.
• Ability to manage your time and workload effectively.

Desirable skills/experience

• Previous team working experience.
• Knowledge of learning platforms such as Workday, One Place Learning, and PDW.
• Stakeholder management skills for building relationships with colleagues and subject matter experts.

About The Partnership

We’re the largest employee-owned business in the UK, home to John Lewis and Waitrose. We’re committed to building a happier world, with a focus on retail excellence, innovation, and diversification.

As Partners, we share ownership, responsibility, and success, working together with kindness and respect, embracing diversity, and fostering an environment where everyone can thrive.

Important points to note:

• Some roles may require pre-employment vetting, including DBS checks and financial probity checks, conducted by registered bodies.
• Apply promptly, as vacancies may close early due to high application volumes.
• We support flexible working arrangements to promote work-life balance; discuss options with the hiring manager during your interview.