Customer Operations Manager

Marks and Spencer plc (UK); City of Westminster; Hybrid; GBP 42,000 - 54,000; Full time

Benefits offered by this job

20% colleague discount on M&S products

Competitive holiday allowance

Discretionary bonus schemes

Pension and life assurance

Induction and training

Exclusive perks via M&S Choices

Family policies

Wellbeing support

Volunteer day

Job summary

Marks & Spencer plc (UK) is seeking a Customer Service Team Manager to lead a team of Customer Advisers, coach on performance and deliver outstanding service daily. You will champion exceptional customer experiences, manage escalations, and ensure high CSAT, quality, and productivity in a hybrid operation.

This role requires strong leadership, clear communication, and a passion for developing others while protecting the M&S brand.

Qualifications

• Proven experience leading a customer service team.
• Strong communication and coaching skills.
• Experience handling escalated complaints and service recovery.
• Ability to monitor KPIs and improve productivity.
• Experience in hybrid/retail operations.

Responsibilities

• Lead, coach and develop a team of Customer Advisers, driving performance and engagement.
• Deliver exceptional service recovery and achieve customer targets (CSAT, service levels, FCR).
• Resolve escalated issues while minimising risk to brand and commercial impact.
• Monitor quality and productivity through call listening and KPI management.
• Collaborate across teams and act as Duty Manager in a hybrid environment.

Skills

Team leadership

Customer service

Coaching

Communication

KPI management

Job description

As a Customer Service Team Manager, you will lead, coach and inspire a team of Customer Advisers to deliver outstanding service and support to our customers every day. You'll be responsible for driving performance, building a high-performing and engaged team, and ensuring customer issues are resolved with care, professionalism and efficiency. Playing a pivotal role within our in-house operation, you will champion exceptional customer experiences while protecting and enhancing the M&S brand through effective service recovery and complaint resolution.,

• 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.

  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.

  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
• 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 your 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