Customer Operations Leader: Coach, Resolve & Elevate CSAT

Marks & Spencer Plc; Salford; Hybrid; GBP 38,000 - 52,000; Full time

Benefits offered by this job

Colleague discount

Holiday allowance

Discretionary bonus

Pension & life assurance

Induction and training

M&S Choices perks

Family policies

Wellbeing support

Volunteer day

Job summary

Marks & Spencer plc is seeking a capable Customer Service Team Leader to coach a team of 12 Customer Advisers in a hybrid working environment at our Salford site. You will drive performance, deliver service excellence and resolve complex issues with a customer-first approach.

You’ll be an inspiring leader, shaping a high-performing culture, managing KPIs, and collaborating across teams to protect the brand and ensure smooth daily operations.

Qualifications

• Experience leading and developing a team of advisers.
• Strong ability to drive performance and manage KPIs.
• Excellent communication and stakeholder handling.

Responsibilities

• Lead, coach and develop a team of 12 Customer Advisers.
• Deliver exceptional service recovery and achieve customer targets.
• Resolve escalated issues while minimising risk.
• Monitor quality and productivity using KPIs and call listening.
• Collaborate across teams and support hybrid operations as Duty Manager.

Skills

Team leadership

Performance management

Customer service focus

Job description

Marks & Spencer plc is seeking a capable Customer Service Team Leader to coach a team of 12 Customer Advisers in a hybrid working environment at our Salford site. You will drive performance, deliver service excellence and resolve complex issues with a customer-first approach.

You’ll be an inspiring leader, shaping a high-performing culture, managing KPIs, and collaborating across teams to protect the brand and ensure smooth daily operations.