Customer Resolutions Advisor

Marks and Spencer plc (UK); Salford; On-site; GBP 26,000 - 35,000; Full time

Benefits offered by this job

Colleague discount

Holiday allowance

Pension and life assurance

Induction and training

M&S Choices perks

Family policies

Wellbeing support

Volunteer day

Job summary

At Marks & Spencer, 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. This is a high‑volume, fast‑paced role where no two cases are the same.

Qualifications

• Strong written communication skills.
• Ability to handle high-volume, sensitive customer conversations.
• A calm, empathetic approach and clear responses.
• Ability to investigate using information from multiple systems and teams.
• Ability to build relationships across different teams.

Responsibilities

• Take ownership of complex and escalated customer complaints through to resolution.
• Investigate issues using information from multiple systems and teams.
• Write clear, empathetic customer responses, including high-risk outcomes.
• Collaborate with stores, suppliers and wider teams to resolve issues and protect the brand.
• Identify themes in complaints and share insights to improve processes.

Skills

Written communication

Customer empathy

Problem solving

Stakeholder management

Organisational skills

Tools

CRM systems

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.

What you’ll do

Your key accountabilities will include:

• 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 agree the right next step.
• Write clear, empathetic and accurate customer responses, including sensitive or high-risk complaint outcomes where judgement matters.
• Work closely with stores, suppliers, outsourced operations and wider business teams to resolve customer issues and protect the M&S brand.
• Spot themes in complaints and customer feedback, sharing insight that helps improve processes, service and the customer experience.

You have strong written communication skills and can explain decisions clearly, professionally and with empathy.

• You’re resilient and comfortable handling high volumes, complex complaints and customers who may already be frustrated.
• You’re a natural problem solver who can investigate detail, use sound judgement and make balanced decisions within guidelines.
• You can build effective relationships across different teams and confidently follow up with stakeholders to get answers.
• You’re organised, digitally confident and able to manage multiple cases accurately without losing sight of the customer.

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.

Benefits

• 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
• 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 our 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