Customer Service Advisor

**All the details**

**Summary**

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’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
- Keeping your promise to the customer every time, with a goal of first-time resolution and effective case management
- 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
- Identifying potentially brand damaging situations - proactively highlighting and managing them.
- Working collaboratively to embed a team & community culture with the flexibility for hybrid working. Requirements include working 3 days in the support centre and the option to work 2 days remotely.

**Who you are**

Your skills and experience will include
- A customer first mindset and the passion to provide a remarkable experience for our customers.
- Digitally confident to enhance the customer experience and your work life.
- Strong written & verbal communicator with the ability to adapt to different situations to ensure our customers feel valued.
- Always aiming higher, curious to learn & strong organisation
- Resilience to thrive in a fast-paced environment

**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.