Customer Tone of Voice Specialist

6 months ago

Chester, United Kingdom M&S Full time

**All the details**

**Summary**

To own the tone of voice for our Chester Support Contact Centre (CSC) to ensure our colleagues craft exceptional responses to our customers.

Driving focus and improvement in the quality of customer responses, setting the standard and helping to consistently deliver recognisably M&S service.

**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
- Drive focus and improvement in the quality of customer written responses, setting the standard and helping our support centre to consistently deliver recognisably M&S service.
- Edit and proofread copy to ensure accuracy and consistency for high profile/risk contacts.
- Work closely with the Learning & Development team to raise the bar on response writing.
- Be the critical link between External Communications and CSC to ensure appropriate and timely responses to high profile and sensitive customer facing issues.
- Ensure consistent brand positioning across customer facing communication on the issues our customers care about.
- Work closely with the External Communications team - and engage with Public Affairs - to ensure detailed understanding of core positions.
- Ensure customers service teams are appropriately briefed on the corporate positions on key reputational issues.
- Provide consultancy and support to customer service team on management and responses to issues with potential reputational impact.
- Liaise with business units to influence action in response to customer feedback/concerns in relation to high profile issues.
- Work with Customer Service and External Comms leadership teams to help drive continual improvement to escalation and response process.
- As a trusted partner to the Chairman’s and CEO office, provide support and consultancy on appropriate responses.
- Work with CEO Comms manager and External Communications team in drafting appropriate responses to high profile contacts to the Chairman and CEO office e.g, Councillors, NGOs, media and other public figures.
- Be responsible for the wider tone of voice across CSC including automated responses through CSC systems.
- Develop a digital solution to create efficiencies and an improved customer response.
- Conduct research to gather information and generate ideas for content.
- Stay up to date with industry trends and best practices.
- Consider the impact on customers in all decision-making.

**Who you are**

Your skills and experience will include
- Previous copy writer / press office experience.
- Proven ability to write clear, concise, and grammatically correct copy for various customer responses and materials.
- Experience working in a fast-paced environment with customer demands.
- Demonstrable experience of working with customer service channels.
- Knowledge of improving capability of responses through technology.

**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.

LI-MM1

  • Customer Relationship Management Executive

    2 weeks ago

    Chester, United Kingdom Succeed Recruitment Solutions Full time

    Were looking for an experienced CRM Executive to join a leading Tour Operator for a 12-month fixed-term maternity cover.This is an exciting opportunity to join our client and play a key role during this period .The successful candidate will work closely with the CRM Manager and Head of Marketing, taking over key responsibilities and ensuring a smooth...

  • Customer Relationship Management Executive

    4 weeks ago

    Chester, United Kingdom Succeed Recruitment Solutions Full time

    We're looking for an experienced CRM Executive to join a leading Tour Operator for a 12-month fixed-term maternity cover. This is an exciting opportunity to join our client and play a key role during this period.The successful candidate will work closely with the CRM Manager and Head of Marketing, taking over key responsibilities and ensuring a smooth...

  • Customer Relationship Management Executive

    4 weeks ago

    Chester, United Kingdom Succeed Recruitment Solutions Full time

    Job Description We're looking for an experienced CRM Executive to join a leading Tour Operator for a 12-month fixed-term maternity cover. This is an exciting opportunity to join our client and play a key role during this period . The successful candidate will work closely with the CRM Manager and Head of Marketing, taking over key responsibilities and...

  • Customer Service

    6 months ago

    Chester, United Kingdom Specialist Motor Finance Limited Full time

    **Customer Service Advisor - up to £24,000 - Hybrid working - Monday - Friday 9am - 5pm** Specialist Motor Finance offer hire purchase agreements to customers who are not accepted by the mainstream lenders through a panel of motor introducers. **About the role** In addition to general and varied customer requests the customer service team also have...

  • Customer Service Ambassador

    3 weeks ago

    Chester, Cheshire, United Kingdom Sytner Group Full time

    About the RoleWe are seeking a highly motivated and enthusiastic Customer Service Ambassador to join our team. As a key member of our Welcome team, you will be responsible for delivering exceptional customer experiences from the moment they walk through our doors.As a Customer Service Ambassador, you will be the first point of contact for customers,...

  • Customer Brand Marketing Executive

    6 months ago

    Chester-le-Street, United Kingdom McGregor Recruitment Full time

    **Overview** A super opportunity for a Customer / Brand Marketing Executive with consumer goods experience to join a vibrant and dynamic international distribution business. **The Role**: The position will suit an experienced consumer goods Customer Marketing Manager to pro-actively plan, create and execute both on and off line retail activity to drive...

  • Customer Service Advisor

    6 months ago

    Chester, United Kingdom Specialist Motor Finance Limited Full time

    **Customer Service Advisor - up to £24,000 - Hybrid working - Monday - Friday 9am - 5pm** Specialist Motor Finance offer hire purchase agreements to customers who are not accepted by the mainstream lenders through a panel of motor introducers. **About the role** In addition to general and varied customer requests the customer service team also have...

  • Customer Service Specialist

    6 months ago

    Chester, United Kingdom ShortList Full time

    **Customer Service Specialist** **£25,000** **Chester Shortlist Recruitment are looking for a Customer Service Specialist to join a dynamic financial services business. You will be responsible for: - Continuously expand your knowledge about the range of savings products and services to address inquiries effectively. - Maintain the accuracy and currency...

  • Senior CRM Executive

    3 weeks ago

    Chester, Cheshire, United Kingdom Adaptable Recruitment Full time €30,000

    Adaptable Recruitment are delighted to be partnering with a growing travel organisation who are looking for a CRM Executive to join the organisation for a 12-month FTC. This opportunity is ideal for an immediately available CRM Executive who is looking for a new opportunity. 22 days holiday plus bank holidays ~09:00 - 17:00 Monday to Friday Support...

  • Customer Experience Specialist

    6 days ago

    Chester, Cheshire, United Kingdom Stokers Limited Full time

    Career Opportunity: Customer Experience SpecialistWe are seeking an experienced Customer Experience Specialist to join our sales team at Stokers Limited. This exciting opportunity comes with a competitive annual salary of £30,000 and the chance to develop your skills in a dynamic and supportive environment.About UsAs a family-run business, we pride...

  • Administrative Support Specialist

    3 weeks ago

    Chester, Cheshire, United Kingdom Specialist Motor Finance Full time

    Job DescriptionWe are seeking a skilled Administrative Support Specialist to join our team at Specialist Motor Finance.About the RoleThe successful candidate will provide administrative support to our HR department, ensuring seamless day-to-day operations.Key Responsibilities:Manage and maintain accurate records, including employee information and company...

  • Customer Resolution Team Leader

    6 months ago

    Chester, United Kingdom Specialist Motor Finance Limited Full time

    Specialist Motor Finance offer hire purchase agreements to customers who are not accepted by the mainstream lenders through a panel of motor introducers **The purpose of the role**: Reporting to the Customer Resolution & Onboarding Manager, the Customer Resolution Team Leader role is responsible for managing and motivating a team of Customer Resolution...

  • Customer Relationship Specialist

    4 days ago

    Chester, Cheshire, United Kingdom Matcher Technologies Ltd Full time

    Job Title: Customer Relationship SpecialistMatcher Technologies Ltd is seeking a highly motivated Customer Relationship Specialist to join our team. As a key member of our sales team, you will be responsible for identifying sales opportunities within our existing customer base and building strong relationships with our clients.In this role, you will work...

  • Customer Account Specialist

    1 month ago

    Chester, United Kingdom HAYS Full time

    Customer Account Specialist | Attractive Salary | Excellent Benefits Your new company A large UK manufacturer and leader in their field, is currently on the lookout for a Customer Account Specialist to join their busy team based in the Chester Business Park. Working as part of the Customer Service team, you will be responsible for providing high quality...

  • Customer Assistant

    6 months ago

    Chester, United Kingdom M&S Full time

    **All the details** Work Pattern: Sunday 0800 - 1200 Monday 0600 - 1000 **Purpose** To deliver a great shopping experience for our customers, we are looking for colleagues who put customers before tasks every time whilst championing and promoting our brilliant products. As the face of the business, you will be the voice of our customers helping us to...

  • Customer Assistant

    6 months ago

    Chester, United Kingdom M&S Full time

    **All the details** The work pattern for this vacancy is: Sun 1300-1700 Wed 1400-1800 Sat 1200-1600 **Purpose** To deliver a great shopping experience for our customers, we are looking for colleagues who put customers before tasks every time whilst championing and promoting our brilliant products. As the face of the business, you will be the voice of...

  • Customer Assistant

    6 months ago

    Chester, United Kingdom M&S Full time

    **All the details** The work pattern for this vacancy is: Sun 1200-1600 Mon 1400-1800 Fri 1400-1800 **Purpose** To deliver a great shopping experience for our customers, we are looking for colleagues who put customers before tasks every time whilst championing and promoting our brilliant products. As the face of the business, you will be the voice of our...

  • Customer Assistant

    6 months ago

    Chester, United Kingdom M&S Full time

    **All the details** Work Pattern: Sunday 0800 - 1200 Tuesday 0600 - 1000 **Purpose** To deliver a great shopping experience for our customers, we are looking for colleagues who put customers before tasks every time whilst championing and promoting our brilliant products. As the face of the business, you will be the voice of our customers helping us to...

  • Customer Financial Support Team Leader

    6 months ago

    Chester, United Kingdom Specialist Motor Finance Limited Full time

    Specialist Motor Finance offer hire purchase agreements to customers who are not accepted by the mainstream lenders through a panel of motor introducers. **About the role** The Customer Financial Support Team Leader provides support for all members of the CFS team. They will drive the performance of the team to ensure they maximize results. The Team Leader...

  • Customer Account Specialist

    2 weeks ago

    Chester, United Kingdom HAYS Full time

    Customer Account Specialist | Attractive Salary | Excellent Benefits Your new company A large UK manufacturer and leader in their field, is currently on the lookout for a Customer Account Specialist to join their busy team based in the Chester Business Park. Working as part of the Customer Service team, you will be responsible for providing high quality...