Colleague Comms

4 weeks ago

Chester Cheshire, United Kingdom Marks and Spencer Full time

All the details

This is an excellent opportunity to join us here at M&S as a Colleague Comms & Knowledge Partner.

Please note that this role is based in our Chester Support Centre, three days per week.

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:

  • Own and design a comms cadence which aligns to the M&S brand.
  • Create digital, interactive and engaging content which sets the standard
  • Drive colleague engagement across all our in-house & 3rd party sites to ensure our colleagues are connected to the brand and deliver exceptional service for our customers.
  • Lead and maintain a knowledge framework which supports our customers to serve our customers
  • Lead a team to create, review and update email templates, knowledge articles, training and processes across Chester and Capita
  • Ensure consistency in handwriting and tone across all of our communications
  • Create / write knowledge, operational, change and transformation related communications across all our sites
  • Tell the story across the contact centres to amplify and drive colleague engagement and advocacy.
  • Own end-to-end customer service communications and engagement process
  • Create and manage the communications critical path (short and long term) in line with business priorities
  • Manage the overall volume of communications to allow colleagues to spend more time with the customer
  • Create world-class engaging communications that give the customer service teams the tools they need to be customer first and deliver customer service priorities
  • Review, edit and sign off communications to ensure they are clear, engaging and right first time
  • Deliver communications in line with the communications framework - to the right audience at the right time
  • React to trade and business priorities, supporting ad hoc and critical communications in the most effective method
  • Build great relationships with stakeholders in support centres and 3rd party and drive collaboration across Customer Services and wider business.
  • Act as a brand champion and maintain the Customer Service tone of voice' in line with Brand Guidelines
  • Work with the wider Activity and Communication Team to deliver engagement events and conferences
  • Manage budget associated to BU communications / guidelines / VTs / engagements
  • Coordinate and manage digital content on Customer Service channels including news stories and knowledge libraries and digital screens.

Who you are

Your skills and experience will include

  • Experience in a previous communications role
  • Digital Design Skills
  • Excellent written communication skills (copy writing and editing) and attention to detail
  • Excellent working knowledge of Microsoft applications including Excel, Word and PowerPoint
  • Knowledge of Retail and Customer Services
  • Excellent stakeholder management
  • Effective project management skills and working to critical paths across a number of projects
  • Agile and acts with pace to deliver high standards on time

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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