You will play an integral role in managing complex service improvements and performance in a matrixed business model, alongside investigating issues from customers and partners to improve and achieve the highest level of customer satisfaction at every stage of their journey.
You will also identify and implement strategic improvements to enhance our overall service proposition and collaborate with suppliers to ensure they deliver on time and to expectations.
Additionally, you will perform complex and extensive data analysis and insights to ensure we are delivering outcomes in line with our brand commitments.
This role will provide you the opportunity to develop and stretch personally and professionally to achieve your potential.
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Expected salary - £50,500 - £55,000 (dependent on experience).
Contract type - This position is a Secondment/Fixed Term contract until 31st August 2026
Working pattern/flexible working - The Partnership has adopted a hybrid working approach, meaning you'll be able to work a mixture between the office and home based upon your personal needs whilst balancing the needs of the business. The team aim is for around twice per month in the office to connect and on a more ad-hoc basis to attend key meetings. You will also be required to visit our branches on average once a week
Location - This role is based at our Pimlico Head Office.
Key responsibilities
You will
Work with change delivery teams to ensure effective implementation of new servicing, improvements and features, taking responsibility for the Customers, Partners and Bureaus.
Understand the regulatory and control landscape. Design, implement and test relevant controls within our processes to ensure they operate effectively
Be responsible for high profile complaint management - working in liaison between the JLP Exec Office and Providers to ensure the swift and appropriate resolution of customer complaints
Have strong interpersonal and stakeholder management skills working with multiple organisations and teams internally & with external suppliers.
Work with John Lewis and Waitrose Retail to ensure that the best support is provided.
Be responsible for bringing the John Lewis Partnership brand to ‘life’ - working with our provider to ensure practices are robust, and teams are passionate about delivering the John Lewis customer experience
Responsible for devising, reviewing and delivering the brand & experience training within our providers’ operation
Essential skills/experience you’ll need
FCA and PRA regulatory knowledge
Proven experience within the FX industry
Demonstrable experience in effective internal and external stakeholder management across all levels
Proven experience in managing issues from identification to solution delivery
Proven experience in using analytical software such as Tableau, Google sheets, Excel
Experience in project management.
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Closing Date:
June 29, 2025
Pay:
Contract Type:
Hours of Work:
Job Level:
Where You'll Be Working:
London Central Office, 1 Drummond Gate, London, , SW1V 2QQABOUT THE PARTNERSHIPWe’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’s 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’s 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.
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What We Do
Working in Partnership for a happier world.
Our Partnership is an ongoing experiment to find happier, more trusted ways of doing business, for the benefit of us all. We work together to create a successful business and a fairer, more sustainable future for Partners, customers, suppliers and communities.
Our Partnership is owned entirely in trust by Partners which means we are more than employees; we share knowledge, power and profit.
Our Purpose inspires our principles, drives our decisions and acts as our guide.
Visit www.jlpjobs.com directly to view our current opportunities.
