Senior Customer Service Coordinator

4 weeks ago


Southampton, Southampton, United Kingdom Marks & Spencer Plc Full time

About the Role



We are seeking an experienced and customer-focused Store Support Team Lead to join our Marks & Spencer Plc team. As a key member of our store leadership, you will play a vital role in delivering exceptional customer service and driving business results.



Key Responsibilities


  • Duty Management: In the absence of the next level leader, you will assume responsibility for managing the store and ensuring seamless operations.
  • Championing Change: You will promote new ways of working within the store, fostering an open-minded and positive attitude among colleagues.
  • Task Prioritization: You will lead colleagues in prioritizing tasks, focusing on delivering excellent customer service and meeting KPIs.
  • Delivery and Quality: You will plan, allocate, and follow through on task delivery, maintaining consistent quality standards across the store.
  • Productivity and Performance: You will drive on-the-job productivity and use data insights to take action and improve performance.
  • Colleague Development: You will support colleague growth through coaching and feedback, helping them develop their skills and confidence.
  • Safety and Compliance: You will maintain a safe and legal work environment for colleagues and customers, adhering to all relevant regulations.
  • Visual Merchandising: You will support the delivery of inspiring visual displays, contributing to an excellent customer experience.


Additional Responsibilities




  • Customer Feedback: You will act on customer feedback to drive improvements and ensure we meet their expectations.
  • Operational Excellence: You will deliver operational excellence by following processes, maintaining high presentation standards, and meeting deadlines.
  • Team Collaboration: You will work closely with colleagues to achieve shared goals, providing regular and timely feedback to support their performance.
  • Continuous Improvement: You will identify opportunities for improvement and contribute to ongoing development initiatives.
  • Flexibility and Adaptability: You will demonstrate flexibility and adaptability in response to changing priorities and store needs.


Requirements and Qualifications




  • Candidate Profile: You should be an experienced retail professional with a strong background in customer service, duty management, and team leadership.
  • Skills and Qualities: Excellent communication and interpersonal skills, ability to work under pressure, and a commitment to delivering exceptional customer experiences.
  • Technical Skills: Proficiency in Microsoft Office, familiarity with digital tools and platforms, and basic knowledge of commercial operations and visual merchandising principles.


Benefits and Compensation



As a Store Support Team Lead at Marks & Spencer Plc, you can expect a competitive salary range of £30,000 - £35,000 per annum, depending on your experience and qualifications. We also offer a comprehensive benefits package, including annual leave, pension scheme, and training opportunities.



About Us



Marks & Spencer Plc is a leading UK retailer committed to delivering exceptional customer experiences and driving business growth. Our stores offer a wide range of products, from clothing and home goods to food and beauty items. We are passionate about building a diverse and inclusive workplace culture that supports the development of our colleagues and contributes to the success of our business.



Location



This role is based in our London store location, with opportunities for career progression and professional development within our organization.



How to Apply



If you are a motivated and customer-focused individual with a passion for retail and team leadership, please submit your application, including your CV and a cover letter outlining your qualifications and experience.



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