Working as a Customer Assistant at John Lewis is more than just a retail job—it’s a gateway into one of the UK’s most respected employee-owned retailers. Customer Assistants play a critical role in delivering exceptional service, supporting customers with purchases, answering queries, handling stock, and maintaining the overall shopping experience. This position demands great communication skills, a helpful attitude, and a keen eye for detail.
The average salary for a John Lewis Customer Assistant ranges between £10.50 and £12.00 per hour, depending on experience and location, with generous staff discounts and benefits. With the right preparation, this can be the first step in a rewarding career within the John Lewis Partnership.
Top 20 Interview Questions and Answers for John Lewis Customer Assistant Role
1. Why do you want to work at John Lewis?
I admire the employee-owned structure and commitment to customer satisfaction. John Lewis has a strong reputation for ethical business and excellent service, and I want to be part of a team that shares those values.
2. What do you know about the John Lewis Partnership?
It’s a unique business model where employees are Partners, which fosters a collaborative culture. The company prioritises quality, sustainability, and customer service.
3. Describe a time you provided excellent customer service.
At my previous retail job, a customer was frustrated about a missing item. I listened, apologised, and offered to check stock at nearby stores. I called them back with a solution within an hour, which they appreciated.
4. How would you deal with a difficult customer?
I would stay calm, listen actively to their concern, show empathy, and try to resolve the issue efficiently or escalate it appropriately.
5. How do you handle working under pressure?
I prioritise tasks, stay organised, and remain calm. I view pressure as a motivator to stay focused and efficient.
6. What does great customer service mean to you?
It means going above expectations—being attentive, friendly, solving problems quickly, and making every customer feel valued.
7. How would you sell a product to an undecided customer?
I’d ask open-ended questions to understand their needs, highlight the product’s benefits that match those needs, and build confidence in their decision.
8. How do you handle multitasking during busy times?
I keep track of priorities, break tasks down, and stay composed. I use downtime to prep ahead, so I’m more effective when it’s busy.
9. Are you comfortable working in a team?
Absolutely. Teamwork is essential in retail. I enjoy collaborating and supporting colleagues to ensure customers have a smooth experience.
10. What do you do if you don’t know the answer to a customer’s question?
I’d be honest, but proactive. I’d let them know I’ll find the answer, then check with a colleague or the appropriate system, and follow up quickly.
11. What are your strengths?
I’m empathetic, reliable, and great at communication. I genuinely enjoy helping people and solving problems.
12. What is your biggest weakness?
I can be overly detail-oriented, but I’ve learned to balance accuracy with efficiency in fast-paced settings.
13. How do you handle feedback?
I see feedback as an opportunity to improve. I listen carefully, reflect, and make changes where needed.
14. Tell me about a time you worked as part of a team.
During the holiday rush at my last job, we coordinated tasks to keep lines moving and shelves stocked. Communication and mutual support made it a success.
15. How would you describe your communication skills?
I’m a clear, respectful communicator. I adapt my tone depending on the situation, always aiming for clarity and kindness.
16. Describe a situation where you had to be flexible.
When a colleague was off sick unexpectedly, I covered their section and adjusted my duties to maintain overall service quality.
17. How do you stay motivated in repetitive tasks?
I focus on doing each task well and think about the bigger picture—contributing to a positive customer experience.
18. Can you work weekends and holidays?
Yes, I understand retail requires flexibility, and I’m happy to work during peak times.
19. What would you do if a customer asked for a refund outside the return policy?
I’d explain the policy kindly but firmly, offering alternative solutions where possible, such as store credit or manager assistance.
20. Why should we hire you?
I’m enthusiastic, reliable, and passionate about delivering top-tier service. I align with John Lewis values and am ready to contribute from day one.
Final Tips and Encouragement for Your Interview
Preparing for your John Lewis Customer Assistant interview is all about demonstrating your understanding of customer service, teamwork, and the company’s values. Review the company website, rehearse your answers, and dress professionally—even for virtual interviews.
Bonus tips:
Use the STAR method (Situation, Task, Action, Result) for behavioural questions.
Research the store’s layout and current promotions.
Bring a smile—it goes a long way in retail!
Be authentic and let your enthusiasm for helping people shine through.
With preparation, confidence, and a customer-first mindset, you’ll be well on your way to securing a rewarding role with John Lewis. Good luck!
