John Lewis is one of the UK’s most trusted and beloved retail brands, and the Contact Centre Agent role is a crucial part of delivering the customer-first service the company is known for. As the voice of the brand, a Contact Centre Agent handles a wide range of enquiries—everything from product questions and delivery tracking to complaint resolution and technical support.
The job demands excellent communication skills, patience, empathy, and the ability to remain calm under pressure. This role offers an exciting opportunity for those passionate about customer service and looking for a solid career foundation in retail support.
John Lewis Contact Centre Agent Salary and Benefits
On average, the salary for a Contact Centre Agent at John Lewis ranges from £21,000 to £25,000 annually, depending on experience and location. The company also offers generous benefits including staff discounts, annual bonuses, and opportunities for career development within the John Lewis Partnership.
Top 20 Interview Questions and Answers
1. Tell me about yourself.
I’m a highly motivated communicator with experience in customer-facing roles. I enjoy solving problems and providing positive experiences for customers. My background in retail has helped me build resilience and understand the importance of delivering consistent service.
2. Why do you want to work at John Lewis?
I admire John Lewis for its reputation in customer service and its employee-owned structure. I want to be part of a company that values its staff and is committed to delivering exceptional experiences.
3. What do you know about the John Lewis Partnership?
The John Lewis Partnership is unique in being employee-owned, meaning every staff member is a partner. This creates a shared responsibility for success and encourages a culture of collaboration and commitment to service excellence.
4. How would you handle a difficult customer?
I would stay calm, listen carefully, and empathise with their concern. I’d aim to resolve the issue by following policy and escalating if necessary. My goal is to turn a negative experience into a positive one.
5. Describe a time you went above and beyond for a customer.
At my previous role, a customer was upset about a delayed delivery. I followed up directly with the courier, arranged a free replacement, and sent a personal apology note. The customer thanked me and left a positive review.
6. How do you prioritise tasks in a busy environment?
I focus on urgent enquiries first and manage time by setting small, achievable goals. I also communicate with team members to ensure everything is being handled efficiently.
7. What would you do if you didn’t know how to help a customer?
I would let the customer know I’ll find the answer and get back to them quickly. I’d check internal resources or ask a supervisor, ensuring the customer gets accurate information.
8. How do you deal with pressure or stress?
I stay focused on the task and take short breaks if needed. I also try to maintain perspective, remembering that staying calm helps me think clearly and serve the customer better.
9. What customer service tools or software have you used?
I’ve used CRM platforms like Salesforce and Zendesk to log enquiries, track customer history, and resolve issues efficiently. I’m comfortable learning new systems quickly.
10. What would you do if a customer insisted on something against company policy?
I would respectfully explain the policy and why it’s in place. If possible, I’d offer an alternative solution that meets their needs while staying within guidelines.
11. Are you comfortable with handling high volumes of calls?
Yes, I’m used to fast-paced environments and can manage time well between calls. I also keep a positive attitude to maintain energy throughout the shift.
12. How would you handle a call where the customer is shouting at you?
I would stay calm and not take it personally. I’d acknowledge their frustration, try to de-escalate the situation, and work to resolve their issue quickly and respectfully.
13. Describe your ideal team environment.
Supportive, communicative, and respectful. I thrive in teams where everyone works towards a common goal and supports each other during busy periods.
14. Have you ever made a mistake at work? What did you learn?
Yes, I once gave a customer the wrong tracking info. I apologised, corrected it quickly, and followed up to ensure they received their item. It taught me the importance of double-checking details.
15. What’s your approach to learning new systems or policies?
I’m a quick learner and like to take notes, ask questions, and practise until I feel confident. I also revisit training materials to reinforce knowledge.
16. What does good customer service mean to you?
It means being helpful, polite, and solving problems efficiently. It’s about leaving the customer feeling heard and valued.
17. How do you stay motivated during repetitive tasks?
I set small goals, focus on helping each customer individually, and remind myself of the value my role adds to the customer experience.
18. What would you do if you noticed a colleague giving incorrect information?
I would politely mention it to them privately and suggest checking with a supervisor. It’s important to support one another while maintaining accurate service.
19. Are you flexible with working shifts, evenings, or weekends?
Yes, I understand that flexibility is important in this role and I’m willing to work a variety of shifts to support the team.
20. Do you have any questions for us?
Yes—can you tell me more about the training process and opportunities for growth within the company?
Final Interview Coaching Tips
Interviewing for a customer-facing role like this is about showing your personality, patience, and professionalism. Be ready with real-life examples of how you’ve helped others, stayed calm under pressure, or handled difficult situations. Make eye contact, speak clearly, and always be honest if you don’t know something.
Remember: confidence comes from preparation.
• Practice out loud
• Research the company values
• Arrive early (if in person) or check tech early (if virtual)
• Dress smartly, even for phone or video interviews
• Ask questions—it shows interest!
You’ve got this—good luck!
