Landing a John Lewis Team Manager role is an exciting opportunity to take the lead in one of the UK’s most respected and employee-owned retail partnerships. As a Team Manager, you’ll oversee a department, lead and motivate Partners (employees), maintain operational standards, and ensure excellent customer service delivery. This role combines leadership, strategy, and daily operational execution.
Typical responsibilities include managing rotas, mentoring team members, handling escalated customer issues, monitoring KPIs, and aligning department goals with company values. Salaries generally range from £28,000 to £40,000 per annum, depending on experience and location, with potential bonuses and excellent benefits including store discounts, profit-sharing, and more.
Whether you’re applying internally or coming from a different company, being prepared for the interview is essential to stand out. Below are the top 20 interview questions and expert sample answers to help you ace the John Lewis Team Manager interview.
1. Tell us about yourself.
This is your chance to deliver a concise, career-focused summary of your background.
Sample Answer:
I’ve spent the last six years in retail leadership roles, where I’ve consistently exceeded sales targets, improved team engagement, and created customer-focused environments. Most recently, I led a team of 15 at a department store, introducing new rota management software that improved shift coverage by 30%. I’m passionate about mentoring teams to grow while aligning with the brand’s core values.
2. Why do you want to work for John Lewis?
Show knowledge of the brand and enthusiasm for its values.
Sample Answer:
John Lewis’s commitment to employee ownership and customer satisfaction really resonates with me. I admire the Partnership model and the trust placed in employees. I want to be part of a team where my leadership contributes to both employee development and customer loyalty.
3. What makes a great team manager at John Lewis?
Focus on leadership, empathy, and performance.
Sample Answer:
A great team manager is someone who leads with empathy, supports Partner development, and drives operational excellence. They balance people management with business goals while embodying the company’s values of integrity, respect, and innovation.
4. How do you handle conflict within your team?
John Lewis values respectful communication.
Sample Answer:
I address conflicts early by speaking privately with the individuals involved, understanding both sides, and facilitating a solution. I aim to create a culture of openness where issues can be resolved constructively.
5. How would you motivate a team during a busy trading period?
Highlight leadership during high-pressure times.
Sample Answer:
I’d boost morale with clear communication, small daily goals, and public recognition of wins. I’d rotate tasks to avoid burnout and remain present to support the team on the floor.
6. Describe a time you improved a process at work.
Use the STAR method (Situation, Task, Action, Result).
Sample Answer:
At my last role, I noticed frequent checkout bottlenecks. I introduced a mobile till solution during peak hours, reducing queue time by 40% and increasing customer satisfaction scores.
7. How do you manage KPIs and team performance?
Show data-driven and human-focused management.
Sample Answer:
I regularly review KPIs with the team in one-on-ones and weekly huddles, setting achievable goals and providing real-time feedback. Under my leadership, sales targets were exceeded for four consecutive quarters.
8. How would you deal with underperformance?
Balance support and accountability.
Sample Answer:
I’d have a private conversation, identify the root cause, and agree on an improvement plan with SMART goals. I’d follow up regularly and offer coaching or additional training as needed.
9. What does customer service excellence mean to you?
Tailor to John Lewis’s high standards.
Sample Answer:
It means understanding and anticipating customer needs, providing seamless experiences, and resolving issues quickly. It’s about treating every customer as a guest and every interaction as an opportunity to build loyalty.
10. How do you handle change in the workplace?
Retail is fast-paced—show adaptability.
Sample Answer:
I embrace change by staying informed and involving the team in transitions. When our store implemented a new POS system, I created quick-reference guides and trained my team, resulting in a smoother rollout.
11. How do you support diversity and inclusion?
John Lewis values inclusive leadership.
Sample Answer:
I promote inclusive hiring practices, encourage open dialogue, and ensure everyone feels valued. I also celebrate cultural awareness days to foster a sense of belonging within the team.
12. How do you prioritize tasks during a busy shift?
Demonstrate time and team management.
Sample Answer:
I use a priority matrix and delegate based on strengths. I also check in frequently, adapting as needed. Communication is key to ensuring nothing critical falls through the cracks.
13. What are your strengths as a leader?
Keep it relevant and authentic.
Sample Answer:
My strengths include clear communication, emotional intelligence, and the ability to inspire through leading by example. I’m known for being approachable yet results-driven.
14. Tell us about a time you exceeded expectations.
Show initiative and outcomes.
Sample Answer:
When our visual merchandiser was on leave, I volunteered to step in. I reorganized displays and created a promotional hotspot area that increased basket size by 15% during the campaign period.
15. How do you ensure consistent customer service from your team?
Talk about setting expectations and leading by example.
Sample Answer:
I set clear standards and reinforce them through training, spot-checks, and live coaching. I also reward great service publicly, which encourages consistent performance.
16. Describe a difficult leadership challenge you faced.
Reveal problem-solving under pressure.
Sample Answer:
I once inherited a team with low morale and high turnover. I scheduled 1:1s, reset team goals, and held weekly feedback sessions. Over 6 months, turnover dropped by 40% and team NPS rose by 25 points.
17. How would you handle a customer complaint about a team member?
Protect the brand and the team with empathy.
Sample Answer:
I’d thank the customer for the feedback, apologize, and resolve the issue promptly. I’d then follow up privately with the Partner involved to understand their perspective and coach if needed.
18. How do you stay updated with retail trends?
Stay sharp and aware.
Sample Answer:
I follow retail blogs, attend webinars, and actively seek feedback from customers and Partners. I believe in learning from both data and real-world experience.
19. What would your previous team say about you?
This reveals your leadership perception.
Sample Answer:
They’d say I’m supportive, fair, and calm under pressure. I’ve often been told I bring structure and clarity, even during peak trading periods.
20. Why should we hire you for this Team Manager role?
Confidently summarize your fit.
Sample Answer:
I bring proven leadership, a passion for people development, and an unwavering focus on delivering excellence. I align with John Lewis’s values and am excited to drive results while nurturing a positive team culture.
Final interview tips and encouragement
Preparing for a Team Manager interview at John Lewis means going beyond your CV. Understand the company’s values, be ready with real-life examples, and let your leadership qualities shine through. Practice answering questions out loud, research the specific store or department you’re applying to, and bring thoughtful questions for the interviewer.
Most importantly, be yourself. John Lewis looks for leaders who are authentic, customer-focused, and passionate about making a difference.
You’ve got this—best of luck in your interview journey!
