Quality & Complaints Manager

Join our team at M&S as a Quality and Complaints Manager and help us set new standards in service excellence. In this role, you will partner with the Operational Excellence Lead to drive our quality assurance framework and champion a seamless, end-to-end complaints process for The People Hub. You’ll have the exciting opportunity to refine our service delivery, ensuring that every colleague’s feedback is heard, addressed, and transformed into continuous improvement. To stay close to customers, our support teams are in the office four days a week as we believe that skills are developed through collaboration, and that spending time together makes us more creative and connected.

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…

After completing your probationary period, you’ll receive 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:

Develop and implement quality assurance processes to ensure our processes follow company standards and legal requirements Handle and resolve colleague complaints, ensuring a fair and transparent process Provide data and analysis to the relevant teams to support the updating of HR policies and procedures to improve quality and address recurring issues Develop and provide training to be delivered, through managers, to the People Hub teams on quality assurance and complaint management processes Monitor and evaluate the performance of all People Hub teams, identifying areas for improvement and delivering insight from complaint data to drive meaningful action

Who you are

Your skills and experience will include:

Experience in HR controls and audits Attention to detail and strong organizational skills Ability to balance multiple tasks and prioritise effectively Proven leadership and team management skills Ability to work independently and as part of a team Strong data analytical skills

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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