Customer Tone of Voice Specialist

**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.

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