Customer Service Advisor - Chester Support Centre

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 in M&S!

What you’ll do:

Your key accountabilities will include:

• 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
• Delivering outstanding quality standards when communicating with customers
• 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.