Customer Support Partner reference: R-194490

ABOUT THE ROLE As a Customer Support Partner, you'll feel inspired and empowered to seek out every opportunity to achieve the right outcomes for our customers. Ensuring our difference is felt through the Partner-led service our competitors just can't compete with. Your tasks will be varied, ranging from supporting with JL Money services and/or Partnership Credit Card applications, serving in our Bureau de Change to dealing with lost property and a wide range of other customer queries and sometimes, complaints. In addition to your contractual pay, any time worked between 22:00 - 06:00 will attract Night Premium at a rate of £3.50 per hour. This will also apply to existing Partners who have enrolled onto Enhanced Hours Premium arrangements. Due to its nature and financial legislation, you need to be 18-years or older to work in this role. Key Responsibilities - Approach work with a friendly, welcoming and self-motivated attitude to provide the best possible customer experience. - Resolve customer queries and complaints as a first point resolution in a respectful and compassionate manner. - Be an ambassador for the John Lewis brand and it's reputation as a trusted company. - Support the wider shop when required and coach Partners on our services and how to handle customer queries/complaints. - Promote our services at in-store events. Essential skills/experience you'll need - Excellent customer service skills. - Great computer skills with the ability to work with multiple softwares. - Strong admin/organisational skills, whilst paying close attention to detail and compliance. - Excellent communication skills with a logical approach Desirable skills/experience you may have - Previous experience of working in a customer facing role is welcomed. However, we'll provide all the training you need so that you can perform at your best, everyday. Closing Date: January 20, 2026 Pay: £12.40 Hourly Contract Type: Permanent Hours of Work: Varied part time hours (24 or 36 hours per week), including early starts, late finishes and weekends. Job Level: Partnership Level 10 Where You'll Be Working: Edinburgh (John Lewis & Partners), 60 Leith Street, Edinburgh, , EH1 3SP ABOUT THE PARTNERSHIP We’re the largest employee owned business in the UK and home of our cherished brands, John Lewis and Waitrose. We’re not just employees, we’re Partners, driven by our purpose to build a happier world. As we look to our future, there never been a more exciting time to join us. We’re ruthlessly focused on being brilliant at retail. We continue to innovate, adapt and diversify. Never Knowingly Undersold on price, quality and service in John Lewis and passionately serving food-lovers in Waitrose. As Partners we all share the responsibility of ownership and in its rewards. We use our voices to contribute to our success, working together through the good and challenging times, holding true to our behaviours and treating everyone with kindness and respect. We all own making the Partnership somewhere we belong. Embracing our differences and creating an environment where we’re free to be ourselves and can THRIVE. Growing ourselves individually, and as a collective. As Partners, we make all the difference. And, we all own it. Important points to note: It important to note that some of our roles are subject to pre-employment vetting (which may include DBS checks for successful candidates). If required, you’ll be informed and provided with information about vetting during the recruitment process and we encourage you to complete any vetting documents quickly to avoid delays. Any DBS checks required will be carried out by a third-party registered body and financial probity checks may also be required for some of our roles. We also recommend that you apply as soon as possible as vacancies can close early if we see a high number of applicants. We want all of our Partners to have a good work-life balance and we support flexible working. This might mean flexible or compressed hours, job sharing or shorter hour contracts, where possible. Please discuss this further with the hiring manager during your interview. At the John Lewis Partnership we’re not just employees; we’re co-owners, and that why we’re called Partners. Being a Partner means not only do we all collectively share the responsibilities of being the UK largest employee-owned business, but we also share in its rewards and successes. It this ownership model that makes the Partnership a very unique place to work.