Customer Resolution Specialist

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

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.