Customer Service Leader & Team Coach

Marks & Spencer Plc; Chester; On-site; GBP 30,000 - 36,000; Full time

Benefits offered by this job

Colleague discount

Holiday entitlement

Discretionary bonus schemes

Pension and life assurance

Induction and training

Job summary

Marks & Spencer Plc is seeking a focused and inspirational leader to manage a 12-person Customer Advisers team at our Chester Support Centre. You will coach, develop and drive performance while delivering exceptional service recovery and meeting CSAT, service levels and FCR targets.

You will resolve escalated issues, monitor quality and productivity, and collaborate across teams as Duty Manager in a hybrid working environment.

Qualifications

• Lead, coach and develop a team of 12 Customer Advisers.
• Deliver excellent service recovery and hit customer targets (CSAT, service levels, FCR).
• Resolve escalated issues while minimising brand and commercial risk.

Responsibilities

• Lead, coach and develop a team of 12 Customer Advisers, driving performance and engagement.
• Deliver exceptional service recovery and achieve key customer targets (CSAT, service levels, FCR).
• Resolve escalated and complex customer issues while minimising risk.
• Monitor and improve quality and productivity through KPI management and reviews.
• Operate in a hybrid environment, acting as Duty Manager as required.

Skills

Leadership

People management

Customer service excellence

Strong communication

Organised and results-driven

Job description

Marks & Spencer Plc is seeking a focused and inspirational leader to manage a 12-person Customer Advisers team at our Chester Support Centre. You will coach, develop and drive performance while delivering exceptional service recovery and meeting CSAT, service levels and FCR targets.

You will resolve escalated issues, monitor quality and productivity, and collaborate across teams as Duty Manager in a hybrid working environment.