Customer Service Manager: Lead & Elevate a 12‑Person Team

MARKS&SPENCER; Chester; On-site; GBP 40,000 - 50,000; Full time

Benefits offered by this job

Colleague discount

Holiday allowance

Discretionary bonus schemes

Pension and life assurance

Induction and training

MS Choices portal

Family policies

Wellbeing support

Volunteer day

Job summary

Marks & Spencer in Chester is seeking a proactive Customer Services Team Lead to manage a team of 12 Customer Advisers, ensuring high standards of service and outcomes across CSAT, FCR and SLA targets. The role is based in the Chester Support Centre, full-time and on site.

You will coach and develop staff, monitor quality and productivity, and collaborate with other teams while acting as Duty Manager in a hybrid environment.

Qualifications

• Experience leading and coaching teams.
• Strong communication skills across audiences.
• Excellent organisational skills and ability to drive results.

Responsibilities

• Lead, coach and develop a team of 12 Customer Advisers, driving performance, capability and engagement.
• Deliver exceptional service recovery and achieve key customer targets (CSAT, service levels, FCR).
• Resolve escalated and complex customer issues while minimising brand, reputational and commercial risk.
• Monitor and improve quality and productivity through call listening, case reviews and KPI management.
• Collaborate across teams and act as Duty Manager as needed, ensuring smooth operation in a hybrid working environment.

Skills

Leadership

Communication

Organisation

People development

Customer advocacy

Job description

Marks & Spencer in Chester is seeking a proactive Customer Services Team Lead to manage a team of 12 Customer Advisers, ensuring high standards of service and outcomes across CSAT, FCR and SLA targets. The role is based in the Chester Support Centre, full-time and on site.

You will coach and develop staff, monitor quality and productivity, and collaborate with other teams while acting as Duty Manager in a hybrid environment.