Customer Service Advisor

Have a read through the exciting opportunity below to join our Customer Service Team! To stay close to customers, our support teams are in the office 3 days a week as we believe that skills are developed through collaboration, and that spending time together makes us more creative and connected.

Summary

At M&S we want our customers to have an incredible experience whether shopping in store or online. We are looking for Contact Centre Advisors to serve our customers brilliantly every time, by being a brand ambassador for our products and services. We encourage applications from candidates with previous experience in resolving escalated customer queries regardless of your industry – if you enjoy building relationships with customers, we can teach the rest!

Customers are welcome to contact us at M&S in a number of different ways, from telephone queries and emails to social media. Therefore, you may be required to support across several different platforms in our Contact Centre to deliver a best in town experience for our customers.

We are passionate about nurturing a growth culture here at M&S and want to give our colleagues the tools and support needed to grow their own careers. Our Contact Centre Advisor role is a great opportunity to kick start your career at M&S!

What’s in it for you

Being a part of M&S is exactly that – playing your part to bring the magic of M&S to our customers every day. We’re an inclusive, dynamic, exciting, and ever evolving business built on doing the right thing and bringing exceptional quality, value, service to every customer, whenever, wherever and however they want to shop with us.

Here are some of the benefits we offer that make working for M&S just that little bit more special…

20% colleague discount across all M&S products and many of our third-party brands for you and a member of your household. Competitive holiday entitlement with the potential to buy extra holiday days! Discretionary bonus schemes awarded based on how you achieve your personal objectives and our performance as a business. A generous Defined Contribution Pension Scheme and Life Assurance. A dedicated welcome to our teams with a tailored induction and a wide range of training programmes to develop your skills. Amazing perks and discounts via our M&S Choices portal to maximise your financial and personal wellbeing. Industry-leading parental, adoption and neonatal policies, providing support and flexibility for your family. Access to a fantastic range of wellbeing support for all colleagues including access to our 24/7 Virtual GP and PAM Assist to support you and your family. A charity volunteer day to support a charity or cause you're passionate about through a dedicated day away from work.

What you’ll do

Your key accountabilities will include

Delivering outstanding quality standards when communicating with customers via telephone, email or social media. Working with a team of experts, collaborating closely with our stores, suppliers and wider business teams to resolve complex queries and complaints, with the freedom and support to do the right thing. Providing accurate data, giving insight into the reasons for customer contact – this is instrumental in helping to influence business decisions Working collaboratively to support customers, stores, outsourced operations, and all areas of the M&S business - acting as a role model for service Keeping your promise to the customer every time, with a goal of first-time resolution. Responding to customer queries through different channels such as telephone, e-mail and web chat Identifying potentially brand damaging situations and ensuring that relevant departments/individuals are engaged and consulted until issues are resolved

Who you are

Your skills and experience will include

Strong written & verbal communication skills Experience working with customers, within any industry, with the ability to manage difficult conversations if required Digitally savvy and curious to learn more A can do attitude, and give anything a go A good listener who is passionate about helping others

Everyone’s welcome

We are ambitious about the future of retail. We’re disrupting, innovating and leading the industry into a more conscientious, inspiring digital era. We’re transforming how we work together and offering our most exciting opportunities yet. Marks & Spencer strives to be an inclusive organisation, trusted and admired by our colleagues, customers and suppliers. Join us and make change happen.

We are committed to building diverse and representative teams, where everyone can bring their whole selves to work and be at their best. We support each other and work together to win together.

If you feel you'd benefit from any support or reasonable adjustments during any stage of the recruitment process, please don’t hesitate to let us know when completing your application. This information will be picked up by our team, so we can try and put steps in place to help you be at your best through this process.

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