Customer Resolution Advisor - Chester Support Centre

Marks and Spencer plc (UK); Chester; On-site; GBP 21,000 - 26,000; Full time

Benefits offered by this job

Colleague discount

Holiday entitlement

Discretionary bonus schemes

Pension scheme

New employee induction

Wellbeing support

Volunteer day

Job summary

Marks & Spencer plc in England is seeking a Customer Resolution Advisor to handle escalated queries and provide thoughtful responses. You will listen, investigate, gather information from stores, suppliers and teams, and work toward the right outcome.

This high-volume, fast-paced role requires resilience, strong communication, and a proactive, customer-first mindset. You will respond by phone, email, and webchat while keeping the customer at the center of every decision.

Qualifications

• Experience handling escalated customer queries and complaints.
• Excellent written and verbal communication with customers.
• Ability to gather facts from multiple sources to inform responses.
• Comfort with high-volume, fast-paced customer interactions.

Responsibilities

• Investigate escalated queries and requests with clear ownership.
• Speak with customers by phone, email and web chat to understand concerns.
• Gather information from stores, suppliers and teams to resolve issues.
• Deliver accurate, timely and quality customer responses.

Skills

Customer service

Communication skills

Digital literacy

Problem solving

Active listening

Job description

At M&S, our customers contact us when something matters to them. As a Customer Resolution Advisor, you'll step in when a query or complaint has already been escalated and needs careful investigation, clear ownership and a thoughtful response. You'll spend a significant amount of your time speaking with customers on the phone, understanding concerns, gathering information and helping to reach the right outcome. You'll bring together information from customers, stores, suppliers and wider business teams to understand what has happened and help reach the right outcome. This is a high-volume, fast-paced role where no two cases are the same. It will suit someone who enjoys problem solving, writing clear customer responses and staying calm when conversations are sensitive or complex. If you're looking for a quiet role with simple, scripted enquiries, this probably won't be the right fit. But if you're resilient, curious and motivated by doing the right thing for customers, we'd love to hear from you. Due to high interest, this role may close earlier than advertised. What you'll do: Your key accountabilities will include:

• Working with a team of experts, collaborating closely with our stores, suppliers and wider business teams to resolve complex queries and complaints, with the freedom and support to do the right thing.
• Providing accurate data, giving insight into the reasons for customer contact - this is instrumental in helping to influence business decisions
• Delivering outstanding quality standards when communicating with customers
• Working collaboratively to support customers, stores, outsourced operations, and all areas of the M&S business - acting as a role model for service
• Keeping your promise to the customer every time, with a goal of first-time resolution. Responding to customer queries through different channels such as telephone, e-mail and web chat
• Identifying potentially brand damaging situations and ensuring that relevant departments/individuals are engaged and consulted until issues are resolved.
• Strong written & verbal communication skills
• Experience working with customers, within any industry, with the ability to manage difficult conversations if required
• Digitally savvy and curious to learn more
• A can do attitude, and give anything a go
• A good listener who is passionate about helping others

Being a part of M&S is exactly that - playing your part to bring the magic of M&S to our customers every day. We're an inclusive, dynamic, exciting, and ever evolving business built on doing the right thing and bringing exceptional quality, value, service to every customer, whenever, wherever and however they want to shop with us., 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.

Here are some of the benefits we offer that make working for M&S just that little bit more special:

• 20% colleague discount across all M&S products and many of our third-party brands for you and a member of your household.
• Competitive holiday entitlement with the potential to buy extra holiday days!
• Discretionary bonus schemes awarded based on how you achieve your personal objectives and our performance as a business.
• A generous Defined Contribution Pension Scheme and Life Assurance.
• A dedicated welcome to our teams with a tailored induction and a wide range of training programmes to develop your skills.
• Amazing perks and discounts via our M&S Choices portal to maximise your financial and personal wellbeing.
• Industry-leading parental, adoption and neonatal policies, providing support and flexibility for your family.
• Access to a fantastic range of wellbeing support for all colleagues including access to our 24/7 Virtual GP and PAM Assist to support you and your family.
• A charity volunteer day to support a charity or cause you're passionate about through a dedicated day away from work.