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John Lewis Case Study: Supporting Colleague Wellbeing and Resilience

  • Future of Customer Contact Conference
  • Ray Biggs, Head of Customer Care, John Lewis

In this on-demand video, John Lewis’ Head of Customer Care Ray Biggs revealed how the organisation is supporting its frontline agents by introducing wellbeing timeouts, virtual lunches, and wellbeing aids. Ray explained what John Lewis focused on during the pandemic and how it is now adjusting its initiatives to cater to the changing needs of employees. More specifically, he revealed that John Lewis is now focusing on supporting staff through the cost-of-living crisis and cultivating a sense of ‘belonging’.

Ray Biggs

Ray Biggs

John Lewis & Waitrose Head of Customer Care
Ray has worked in contact centres for over 25 years, and is one of the few senior leaders in our industry that started ‘on the phones’. Ray has a unique CV working across operations, strategy, transformation and technology. An authentic and passionate leader who enjoys being an agitator in the boardroom but happiest on the floor with his teams and his customers This is likely to be Rays last outing wearing his John Lewis badge before Joining Ventrica as Chief Operations Officer in May. 

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