Customer Resolution Specialist - Empathetic Issue Resolver

Marks and Spencer; Manchester; On-site; GBP 22,000 - 30,000; Full time

Benefits offered by this job

20% colleague discount

Competitive holiday allowance

Strong pension and life assurance

Tailored induction and training

M&S Choices portal

Job summary

Marks & Spencer in the United Kingdom is hiring a Customer Resolution Advisor to handle escalated queries and complaints with care. You will investigate, gather information from multiple teams and write clear, empathetic responses to reach the right outcome.

This high-volume, fast-paced role suits someone who stays calm under pressure, solves problems, and builds effective relationships across stores, suppliers and wider teams.

Qualifications

• Strong written communication skills and ability to explain decisions clearly, professionally and with empathy.
• Resilient, capable of handling high volumes and complex complaints.
• Natural problem solver who investigates detail and uses sound judgement.

Responsibilities

• Take ownership of complex and escalated customer complaints through to resolution, keeping customers informed and balancing pace with quality.
• Investigate customer issues using information from multiple systems, teams and stakeholders to understand root causes and decide next steps.
• Write clear, empathetic and accurate customer responses, including high-risk outcomes where judgement matters.
• Collaborate with stores, suppliers, outsourced operations and wider teams to resolve issues and protect the M&S brand.
• Identify themes in complaints and share insights to improve processes and customer experience.

Skills

Written communication

Problem solving

Stakeholder management

Organisational skills

Job description

Marks & Spencer in the United Kingdom is hiring a Customer Resolution Advisor to handle escalated queries and complaints with care. You will investigate, gather information from multiple teams and write clear, empathetic responses to reach the right outcome.

This high-volume, fast-paced role suits someone who stays calm under pressure, solves problems, and builds effective relationships across stores, suppliers and wider teams.