Responsibilities
Lead, coach and develop a team of 12 Customer Advisers, driving performance, capability, and engagement. Deliver exceptional service recovery and achieve key customer targets (CSAT, service levels, FCR). Resolve escalated and complex customer issues while minimising brand, reputational and commercial risk. Monitor and improve quality and productivity through call listening, case reviews and KPI management. Collaborate across teams and act as Duty Manager as needed, ensuring smooth operation in a hybrid working environment. A confident and inspiring leader with a passion for developing others. A strong communicator who can adapt your message to different audiences. Highly organised, with the ability to manage performance, prioritise workloads and drive results. Someone who engages and motivates colleagues, creating a supportive and high performing environment. A true advocate for the customer, always representing their voice and needs.
Equality & Diversity
If you feel you’d benefit from any support or reasonable adjustments during any stage of the recruitment process, please let us know when completing your application.
Benefits
- 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
- Discretionary bonus schemes linked to your performance and ours
- 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
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