At a Glance
- Tasks: Resolve customer complaints with empathy and clear communication.
- Company: Join M&S, a leading retail brand focused on quality and service.
- Benefits: Enjoy a 20% discount, competitive holidays, and wellbeing support.
- Other info: Be part of an inclusive team that values diversity and growth.
- Why this job: Make a real difference by helping customers and improving their experience.
- Qualifications: Strong communication skills and a knack for problem-solving required.
The predicted salary is between 26120 - 31924 £ per year.
Description
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
Your key accountabilities will include
- Take ownership of complex and escalated customer complaints through to resolution, keeping customers informed and balancing pace with quality.
- Investigate customer issues using information from multiple systems, teams and stakeholders to understand root causes and agree the right next step.
- Write clear, empathetic and accurate customer responses, including sensitive or high-risk complaint outcomes where judgement matters.
- Work closely with stores, suppliers, outsourced operations and wider business teams to resolve customer issues and protect the M&S brand.
- Spot themes in complaints and customer feedback, sharing insight that helps improve processes, service and the customer experience.
Who you are
Your skills and experience will include
- You have strong written communication skills and can explain decisions clearly, professionally and with empathy.
- You’re resilient and comfortable handling high volumes, complex complaints and customers who may already be frustrated.
- You’re a natural problem solver who can investigate detail, use sound judgement and make balanced decisions within guidelines.
- You can build effective relationships across different teams and confidently follow up with stakeholders to get answers.
- You’re organised, digitally confident and able to manage multiple cases accurately without losing sight of the customer.
What’s in it for you?
Working at M&S means being part of something bigger - helping to deliver quality, value and service to millions of customers every day.
We’re inclusive, fast-moving and always evolving, with a strong sense of purpose and a focus on doing the right thing.
- Here are just a few of the benefits that make working here even more rewarding:
- 20% colleague discount on all M&S products and many third-party brands for you and someone in your household, available once you’ve completed your probation
- Competitive holiday allowance with the option to buy more
- Strong pension and life assurance to help plan for the future
- Tailored induction and training to support your development from day one
- Exclusive perks and savings through our M&S Choices portal
- Market-leading family policies, including parental, adoption and neonatal leave
- 24/7 wellbeing support, including virtual GP access and mental health services
- One paid volunteer day a year to support a cause that matters to you
- 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.
Customer Resolutions Advisor employer: Marks & Spencer
Joining M&S as a Senior Technical Program Manager means becoming part of a vibrant and inclusive team dedicated to delivering exceptional customer experiences. With competitive benefits like a generous pension scheme, extensive training programmes, and a strong focus on employee wellbeing, M&S fosters a culture of growth and collaboration. Located in a dynamic environment, you'll have the opportunity to lead transformative projects while enjoying a supportive work-life balance and the chance to make a meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Resolutions Advisor
✨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 Resolutions Advisor
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.
