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At a glance

This is a blended working role, therefore your time will primarily be split between working from home and Magna Park NDC. However, there will also be an expectation to visit other locations as the need arises.

• Salary range - The salary range for this role is set at £22,300 - £29,100.

• Contract type - There are four secondments / fixed term contracts.

About the role

As a Support Desk Advisor, you enable Partners delivering the front-line operation by resolving operational issues as quickly as possible. You will support Partners working in Operations and Customer Service within the Partnership with any queries or issues and will act as the first point of contact, escalating issues as appropriate. You will manage cases through to resolution (first point resolution wherever possible), taking responsibility and using your initiative to investigate and close.

Key responsibilities of the role are:

• Acting as the first point of contact and manage a variety of queries from a number of channels from all areas of Operations and from shops, providing first point resolution wherever possible
• Providing a point of contact for the Distribution network for timely and accurate
• Distribution related communications to and from operational business units and head office departments
• Using own initiative to investigate and take responsibility for cases and suggesting
• solutions and recommendations to prevent reoccurrence
• Ensuring line managers are kept informed of any current and outstanding issues
• that may affect service levels, KPIs or performance
• Providing as required ad hoc operational support for Partners in response to
• incident and crisis management - being point of contact

Essential skills you’ll need:

• Strong verbal and written communication skills to enable clear and effective communication when responding to calls and emails
• Previous stakeholder management, demonstrating the ability to work effectively with a variety of stakeholders including customers, peers, managers
• Knowledge of Google/Microsoft systems

Desirable skills:

• Working knowledge of Partnership systems such as WorkForce Management, OCCO, WMS etc.
• A good understanding of John Lewis PartnershipSupply Chain or Retail operations
• Team Player
• Confident in planning and prioritisation of workload effectively
• Ability to build relationships

Benefits of the Partnership and the role:

• Hybrid Working and excellent work life balance, including focus on well being and flexible working and our market leading equal parenthood leave Policy

️ - Full time working holiday entitlement of 22 days holiday, plus bank holidays

• Defined Contribution pension scheme where your contributions will be matched by the Partnership (up to 8% of pay). After three years’ service, you’ll receive an additional Partnership contribution of 4% of pay, regardless of whether you pay in or not

• You’ll get Partnership discount in store and online once you complete Earning Membership. That’s 25% off in John Lewis & Partners (12% off electrical products) and 20% in Waitrose & Partners. You’ll also be able to nominate someone you live with to share your discount

• Simple cycle to work support scheme

• We’re really proud of our exclusive hotels based in some of Britain’s most beautiful areas and once you’ve been with us for three months, you’re welcome to explore them

- To learn more about our Benefits, please visit - https://www.jlpjobs.com/about/benefits/

Find out more about the extensive range of exciting benefits that you could enjoy when you join us on our website under About the Partnership; Benefits.

Next Steps

• The application form consists of a CV upload followed by application questions. Please ensure you refresh the page each time you complete a task to ensure you complete everything that you need to in time. (If internal, check your Workday notifications and see further guidance on the PDW under "Internal application process").

• Once you've submitted an application the next steps of the process, if successful, are likely to include a face to face interview at Magna Park w/c w/c 16th October.

• You'll be asked about any adjustments you might need to support the recruitment process. Let us know, and we'll be sure to discuss it with you.

• Thanks for your patience in the meantime and for showing an interest in joining JLP.

We occasionally close vacancies early in the event that we receive a high volume of applications. Therefore, we recommend that you apply early.

For internal partners only - Please view the job outline here using your internal email address.

For external candidates - Please find a copy of the job outline attached to this advert.

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