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- Tasks: Support customers by answering calls and resolving their queries with empathy.
- Company: Join M&S Bank, a trusted financial partner known for its inclusive culture and customer focus.
- Benefits: Enjoy hybrid working, competitive salary, 25 days holiday, and discounts at M&S.
- Why this job: Be part of a team that values your input and helps you grow while making a difference.
- Qualifications: No prior experience needed; just bring your enthusiasm and passion for helping others.
- Other info: Open to UK residents over 18; flexible shifts including weekends and evenings.
The predicted salary is between 19200 - 28800 £ per year.
We are Marks & Spencer's financial partner, and our aim is to bring the trusted M&S values to banking by Giving Money More Sparkle. At M&S Bank, we offer a range of financial services, from credit cards to savings products, loans to insurance; and we have the widest selection of travel money currencies available on the high street at our M&S Bureau de Change.
We value difference and understand that we succeed together when you can bring your whole self to work - you feel better and work better, and that's good for everyone! We take responsibility for creating an inclusive culture for everyone - our colleagues, our customers, and our communities. Together, we get it done!
Engaged employees are proven to deliver a better customer experience and, as a result, positively impact business performance.
Shifts
Our contact centre is open 8am-8pm 7 days a week so your working pattern will include working some weekends and evenings, but we'll chat through the shift patterns during the recruitment process.
What's in it for you
- Hybrid working with 60% of your time in the office (Chester Based) and 40% at home.
- Competitive salary and the chance to earn an annual bonus.
- 25 days holiday per year.
- Recognition all year round with Spotlight awards and access to events at the M&S Bank Arena in Liverpool.
- 20% discount when shopping in M&S.
- On site Starbucks, Gym and M&S shop.
- Flexible benefits that you choose to suit your lifestyle including: Pension, Discounts at many popular retail brands, Access to support to help you manage your health, mental and financial wellbeing.
- We'll give you one day per year to do your bit for the community by volunteering or raising money.
Salary offered £24,000
Start date 15th Sep
What you'll be doing
Our mission is to make things easy for customers and delight them when we can - that's where you come in! You'll be there to answer the phone and help or support our customers with whatever they need at that time. So, you'll be doing things like:
- Providing the highest levels of customer support.
- Building rapport through listening, asking questions, and then providing relevant solutions to customers.
- Sometimes you'll have to handle complaints, taking ownership and resolving them.
- Maintaining and updating customer account details.
- Acting as a digital advocate, helping our customers understand and use our digital platforms to service their accounts.
- Being the voice of the customer by suggesting improvements we can make to improve customer experience.
Who we're looking for
We're looking for enthusiastic, customer-focussed, resilient people to join our Contact Centre team. We'll provide training, so it doesn't matter if you've never worked in a contact centre before. Whatever your experience and background, we'd love for you to join us!
Here are the sorts of skills you should have:
- Customer focussed and love giving great customer experience.
- Active listening and responding with empathy.
- Passionate about helping others and solving problems.
- Resilience to handle difficult calls or when working alone.
- Excellent communicator (verbal and written).
- Comfortable multitasking, staying organised and motivating yourself.
- Passion for learning.
- Good digital skills.
- Patience.
Please note if you are on a student visa that does not allow you to work 35 hours per week, unfortunately, we will not be able to progress your application. Please be aware applications are open to all UK residents over the age of 18 currently with a valid right to work in the UK, we are unable to offer sponsorship for this role.
Being open to different points of view is important for our business and the communities we serve. At HSBC, we're dedicated to creating diverse and inclusive workplaces - no matter their gender, ethnicity, disability, religion, sexual orientation, or age. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best. We take pride in being a Disability Confident Leader and will offer an interview to people with disabilities, long term conditions or neurodivergent candidates who meet the minimum criteria for the role.
Contact Centre Advisor employer: M&S Bank
Contact Detail:
M&S Bank Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Advisor
✨Tip Number 1
Familiarise yourself with M&S Bank's values and mission. Understanding their commitment to customer service and inclusivity will help you align your responses during the interview, showcasing that you share their ethos.
✨Tip Number 2
Practice active listening skills. Since the role involves providing high levels of customer support, demonstrating your ability to listen and respond empathetically during the interview can set you apart from other candidates.
✨Tip Number 3
Be prepared to discuss how you handle difficult situations. Think of examples from your past experiences where you've successfully resolved complaints or challenges, as this will highlight your resilience and problem-solving skills.
✨Tip Number 4
Show enthusiasm for learning and adapting to new digital platforms. Since the role requires acting as a digital advocate, expressing your passion for technology and willingness to learn can demonstrate your suitability for the position.
We think you need these skills to ace Contact Centre Advisor
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand what M&S Bank is looking for in a Contact Centre Advisor. Highlight key responsibilities and required skills, such as customer focus, active listening, and problem-solving.
Tailor Your CV: Customise your CV to reflect the skills and experiences that align with the job requirements. Emphasise any previous customer service experience and highlight your communication skills, resilience, and ability to multitask.
Craft a Compelling Cover Letter: Write a cover letter that showcases your enthusiasm for the role and the company. Mention specific examples of how you have provided excellent customer service in the past and how you can contribute to M&S Bank's mission of delighting customers.
Proofread Your Application: Before submitting your application, thoroughly proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at M&S Bank
✨Show Your Customer Focus
Emphasise your passion for providing excellent customer service. Share specific examples from your past experiences where you went above and beyond to help a customer, as this aligns perfectly with the values of M&S Bank.
✨Demonstrate Active Listening Skills
During the interview, practice active listening by summarising what the interviewer says before responding. This shows that you value their input and are capable of understanding customer needs, which is crucial for a Contact Centre Advisor.
✨Prepare for Scenario Questions
Expect questions about handling difficult situations or complaints. Prepare by thinking of scenarios where you successfully resolved issues, highlighting your problem-solving skills and resilience in challenging situations.
✨Familiarise Yourself with Digital Platforms
Since the role involves acting as a digital advocate, brush up on common digital banking tools and platforms. Being able to discuss these confidently will demonstrate your readiness to assist customers with their online banking needs.