Customer Service Advisor

At M&S, we aim to be the most trusted customer service team, doing the right thing for our customers, with quality service at the heart of everything we do. We are looking for contact centre advisers to serve and delight our customers brilliantly every time they contact us.
Customers are welcome to contact us at M&S in a number of different ways, from telephone calls and emails to web chat and social media. Therefore, you will 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 adviser role is a great opportunity to kick start your career in 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

• You’ll be empowered to take ownership of our escalated customer queries from start to finish, keeping your promise to the customer every time, with a goal of first-time resolution. You’ll chat to our customers over the phone and by email with the freedom to help them in a way you too would like to be helped
• Utilise our digital tools to provide insight into why our customers are contacting us to influence and drive positive business change.
• Consistently playing your part in a high performing team culture, taking action to solve for the customer
• Working collaboratively to support customers, stores, outsourced operations, and all areas of the M&S business - acting as a role model for service

Who you are

Your skills and experience will include

• Strong communication skills both verbally and written
• Experience working with customers, with the ability and confidence in handling complex queries via phone and email.
• Digitally savvy and curious to learn more
• 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.