Retail Digital Experience Advisor

In this role, you’ll be the warm, welcoming presence that sets the tone for each customer’s experience. You’ll help guide people seamlessly through our instore journey while encouraging them to explore and feel confident using our digital tools. Your support helps customers feel understood, empowered, and in control of their services. 

You’ll also play an important part in connecting our physical and digital worlds—listening to customers, noticing what works well, and sharing insights that help us continually improve. Your ability to spot opportunities, reduce friction, and escalate issues when needed makes a meaningful difference to how customers experience JT. 

This role is ideal for someone who wants to grow. You’ll build confidence, strengthen your communication skills, and develop a modern digital skillset that will benefit you throughout your career. If you’re looking for a role where you can genuinely help people, grow personally and professionally, and be part of shaping the future customer experience, this is a place where you can thrive. 

JT is committed to building a diverse and inclusive working environment and JT Family. We will ensure that all individuals are provided reasonable accommodation to participate in job applications, interviews, onboarding processes and beyond. Should you require any support or assistance in making your application, please contact us at hrinbox@jtglobal.com. 

•  Be responsible for greeting customers wanting to be served and ensuring they join the Virtual Queue system through the in-store kiosk. 
• Own the kiosk & Virtual Queue system, reporting any issues, customer feedback, or improvement ideas to Retail Management.   
• Reduce the number of customers waiting for an advisor by proactively resolving queries through the MyJT App, assisting with self-serve options, and showing customers how to log faults, add services, and manage their accounts digitally.  
• Actively promote the MyJT App in store, including sign-up, offering live demonstrations of key features and benefits. 
• Be the first point of contact for customers using the Click & Collect service for online shop orders, acting as a liaison between the digital/online teams and in store customers. 
• Proactively gather and record feedback from customers about their digital journey, the queue system, and online interactions. 
• Escalate potentially serious service issues/complaints to the appropriate escalation point in a timely manner. 

• Educated to GCSE level English and Maths at Grade C or above, or equivalent. 
• Previous experience in a customer facing environment with proven track record in good/excellent customer experience. 
• Multitasking skills and good organisational abilities. 
• In depth understanding of all devices / services under JT’s control, whilst keeping a working knowledge of discontinued products. 
• Customer communication skills and experience in managing expectations in relation to faults, problems / incidents. 
• Computer literate with the ability to operate several applications/computer systems. 
• Establish and maintain knowledge of JT’s consumer products and services. 
• Strong listening and problem-solving skills, highly organised with the ability to utilise active listening and open questioning to make relevant product recommendations..  

• 24 days holiday 
• Health & Dental Insurance 
• Pension Scheme 
• Bonus Scheme 
• Fully discounted staff services or cash allowance in lieu  
• Professional Development  
• Recharge Days 

JT provide colleagues with an opportunity to embrace flexibility to work the hours that suit them in a location of their choice – office, home or further afield under our Hybrid Working guidelines.

Through our hybrid working initiative we have diversified the ways in which we recruit, which also means that we are now able to support posts in major global locations. The benefits that are listed above are an example of those that we provide in our key locations, if you are applying from outside of these areas, please note that your compensation package might look a little different.  
 
Our main priority is colleague wellbeing, and we hope this offers greater opportunity for a work life balance. We aim to offer this approach to all colleagues across the business, but we recognise that there are certain roles that will need to work in a specific way due to their nature, such as our colleagues working in engineering, our contact centres and our retail outlets. We are actively working with our management teams to increase flexibility wherever we can.