Technical Support Partner at John Lewis Partnership

Oxford, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

04 Sep, 26

Salary

35700.0

Posted On

06 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, Troubleshooting, Customer Service, Product Knowledge, Communication Skills, Stakeholder Management, Diagnosis, Retail Operations

Industry

Retail

Description

ABOUT THE ROLE As a Technical Support Partner, you’ll be the first point of contact in delivering technical expertise to our customers on electrical products sold in John Lewis and help resolve their technical related queries with the distinctive service we're known for. You'll use your expertise in order to diagnose and troubleshoot product related issues and then, if required, liaise with repairers and suppliers ensuring product issues are resolved quickly for our customers. In addition to your contractual pay, any time worked between 22:00 - 06:00 will attract Night Premium at a rate of £4.25 per hour. This will also apply to existing Partners who have enrolled onto Enhanced Hours Premium arrangements. Key Responsibilities It is a fast paced role, particularly during busy periods and your day-to-day responsibilities will include: - Offering exceptional customer service to our customers by showing empathy with their product related issue. - Keeping the customer up to date with product repairs. - Adhering to the business systems and processes to minimise loss and protect profitability. - Troubleshooting technical issues as a first point of resolution where possible. - Supporting the wider shop team with general shop-keeping tasks and customer service. Essential skills/experience you'll need - Good communication skills to be able to engage with 3rd party suppliers and internal stakeholders. - High level of product knowledge and expertise. - Technical support experience. Desirable skills/experience you may have - Experience in a customer facing retail environment. - Ability to troubleshoot product related issues. Closing Date: June 10, 2026 Pay: £29,400.00 - £35,700.00 Annual Contract Type: Permanent Hours of Work: Various full-time hours required between 09:50 and 19:10 including every other weekend Job Level: Partnership Level 9 Where You'll Be Working: Oxford (John Lewis & Partners), 101 The Westgate, Oxfordshire, Oxfordshire, OX1 1PB 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’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. At the John Lewis Partnership we’re not just employees; we’re co-owners, and that’s why we’re called Partners. Being a Partner means not only do we all collectively share the responsibilities of being the UK’s largest employee-owned business, but we also share in its rewards and successes. It’s this ownership model that makes the Partnership a very unique place to work.

Responsibilities

Act as the first point of contact for technical queries regarding electrical products and diagnose issues to resolve them. Liaise with suppliers and repairers to ensure customer product issues are settled quickly.