At a Glance
- Tasks: Help customers resolve queries and complaints with care and expertise.
- Company: Join the dynamic team at M&S, a leader in retail innovation.
- Benefits: Enjoy a 20% discount, competitive holidays, and wellness support.
- Other info: Be part of an inclusive team that values diversity and personal growth.
- Why this job: Make a real difference by solving customer issues and enhancing their experience.
- Qualifications: Strong communication skills and a passion for helping others.
The predicted salary is between 30000 - 40000 £ per year.
At M&S, our customers contact us when something matters to them. As a Customer Resolution Advisor, you'll step in when a query or complaint has already been escalated and needs careful investigation, clear ownership and a thoughtful response. You’ll spend a significant amount of your time speaking with customers on the phone, understanding concerns, gathering information and helping to reach the right outcome.
You’ll bring together information from customers, stores, suppliers and wider business teams to understand what has happened and help reach the right outcome. This is a high-volume, fast-paced role where no two cases are the same. It will suit someone who enjoys problem solving, writing clear customer responses and staying calm when conversations are sensitive or complex.
If you’re looking for a quiet role with simple, scripted enquiries, this probably won’t be the right fit. But if you’re resilient, curious and motivated by doing the right thing for customers, we’d love to hear from you.
Due to high interest, this role may close earlier than advertised. We recommend applying as soon as possible.
What you’ll do:
- 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.
- Delivering outstanding quality standards when communicating with customers.
- Working collaboratively to support customers, stores, outsourced operations, and all areas of the M&S business - acting as a role model for service.
- Keeping your promise to the customer every time, with a goal of first-time resolution. Responding to customer queries through different channels such as telephone, e-mail and web chat.
- Identifying potentially brand damaging situations and ensuring that relevant departments/individuals are engaged and consulted until issues are resolved.
Who you are:
- Strong written & verbal communication skills.
- Experience working with customers, within any industry, with the ability to manage difficult conversations if required.
- Digitally savvy and curious to learn more.
- A can do attitude, and give anything a go.
- A good listener who is passionate about helping others.
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.
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.
If you feel you'd benefit from any support or reasonable adjustments during any stage of the recruitment process, please don’t hesitate to let us know when completing your application. This information will be picked up by our team, so we can try and put steps in place to help you be at your best through this process.
To avoid missing out, please apply early, we may close applications sooner if there’s strong interest. Take your Marks, apply today!
Customer Resolution Advisor - Chester Support Centre employer: Marks & Spencer
Marks & Spencer is an exceptional employer that prioritises inclusivity and employee growth, making it a fantastic place for those looking to thrive in the retail sector. With flexible working hours and a commitment to personal development, employees are encouraged to take ownership of their roles while contributing to a dynamic and supportive work culture. Join us in shaping a greener, more inspiring future in retail, where your contributions truly matter.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Resolution Advisor - Chester Support Centre
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Marks & Spencer. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Marks & Spencer before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Resolution Advisor - Chester Support Centre
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Marks & Spencer:Your cover letter is your chance to shine! Tell us why you want to work at Marks & Spencer specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Marks & Spencer!
How to prepare for a job interview at Marks & Spencer
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
