Colleague Services Advisor

2 weeks ago

Salford, Salford, United Kingdom Marks & Spencer Full time

We know it's our people make us who we are Our colleagues are extraordinary, that's why we have an outstanding and passionate 'Colleague Services Team to make sure we deliver a forward-thinking people proposition.


M&S is going through rapid change, and here in Colleague Services it's our time to really make an impact through Cloud technology with our new MyHR Oracle implementation.

Your naturally curious nature will ensure you think ahead, anticipating and predicting to get the right solutions for our colleagues and the business.


As a member of the Colleague Services Team, you could be supporting colleagues by responding to colleague queries relating to all things pay, recruitment, discount and MyHR via the phone calls or resolving and replying to their queries in writing via service requests (written messages within MyHR).


This role would be ideal for someone who has worked within a customer facing or administrative role previously and would like to learn new skills working in an office environment.

We offer all our new colleagues 2 weeks of substantial training to help you have the best start to your new career

Working Pattern
Our Colleague Services Support Centre is open Monday to Friday, 8am - 6pm.

A full-time contract will see you working 37.5 hours a week and covering a rotating shift pattern (8am - 4pm and 10am - 6pm).

There will be a requirement for you to work some bank holidays and weekends but these will be shared evenly with the rest of your team.


Our weekend working rota operates on a 1 every 4 week basis when you would be expected to work either a Saturday or Sunday that week.

Both Saturday and Sundays we operate 9-5pm.

Any days scheduled for the weekend means you would get a day off in lieu during the week.


We operate a hybrid working model of 2 days in the office (usually a Wednesday & Friday each week), then the rest from home.

There is sometimes the need to work from the office during busier pay weeks and this is usually 3-4 days per week however, you will be given notice of this.


What You'll Be Doing

  • Responding to queries from colleagues and line managers over the phone and also those raised via service requests
  • Completing administration tasks, either in system or offline
  • Supporting the Team Leaders and Senior Advisors in delivering an excellent colleague experience by handling your workload to deliver daily services and ensure a high quality as standard
  • Identifying and implementing workable solutions to any risks and raising those as appropriate
  • Sharing queries insight with Managers to drive operational improvements and identify training needs for yourself and the team.
  • Collaborate with peer group to ensure queries are responded to within the appropriate team.
  • Drive your development and utilise available resources to improve and maintain knowledge in all areas of pay, including legislation and compliance.

What Makes You Remarkable

  • Customer service skills and understand the importance of providing an excellent experience
  • The ability to use Microsoft (MS) office, including Excel

Working for Us Means

  • Hybrid Working
  • Competitive holiday allowance
  • 20% discount on M&S products
  • A range of wellbeing support (including free counselling and a virtual GP for you and immediate family)
  • Access to 'My Choices' and the wide range of discounts
LI-FD1

M&S is ready to push boundaries to lead the retail industry into a greener, speedier, more inspiring digital era. That's why we're revolutionising how we work and offering our most exciting opportunities yet. There's never been a better time to be part of our team. Marks & Spencer aims to be an inclusive organisation, trusted and admired by our colleagues, customers and suppliers. Join us and make an immediate impact.


We are committed to an active Inclusion, Diversity and Equal Opportunities Policy, which starts with our recruitment and selection process, and we are happy to talk flexible working.

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