Customer Experience & Operations Leader

Marks and Spencer; Manchester; Hybrid; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Employee discount

Holiday allowance

Bonus schemes

Pension and life cover

Induction and training

Discount portal

Family policies

Wellbeing support

Volunteer day

Job summary

Marks & Spencer is seeking a Customer Service Team Manager to lead a team of 12 Customer Advisers, coaching and inspiring excellence in service delivery. You will drive performance, manage issues with care and protect the brand through effective recovery and complaint resolution.

You will monitor quality and productivity, collaborate across teams, and act as Duty Manager in a hybrid working environment. We'll value your ability to motivate others and deliver results for our customers daily.

Qualifications

• Proven ability to lead and coach teams.
• Strong communication across audiences and functions.
• Experience driving performance and KPIs in a contact center.

Responsibilities

• Lead, coach and develop a team of 12 Customer Advisers and drive engagement.
• Deliver service recovery and achieve CSAT, service levels and FCR targets.
• Resolve escalated issues while safeguarding brand and commercial interests.
• Monitor quality and productivity via call listening, reviews, and KPI management.
• Collaborate across teams and act as Duty Manager in a hybrid setup.

Skills

Leadership

Communication

Performance management

Team development

Tools

Quality monitoring tools

Job description

Marks & Spencer is seeking a Customer Service Team Manager to lead a team of 12 Customer Advisers, coaching and inspiring excellence in service delivery. You will drive performance, manage issues with care and protect the brand through effective recovery and complaint resolution.

You will monitor quality and productivity, collaborate across teams, and act as Duty Manager in a hybrid working environment. We'll value your ability to motivate others and deliver results for our customers daily.