Customer Service Team Leader: Elevate CSAT & Growth

Marks and Spencer; Chester; Hybrid; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Staff discount

Holiday allowance

Bonus schemes

Pension & life cover

Induction and training

Perks portal

Family policies

Wellbeing support

Volunteer day

Job summary

Marks & Spencer in Chester is seeking a Customer Service Team Manager to lead a team of 12 Customer Advisers in delivering outstanding service to every customer. This full-time role sits at the heart of our in-house operation in Chester Support Centre, with duties spanning coaching, performance management and service recovery.

You will supervise service delivery, handle escalations, and work to protect the M&S brand while maintaining customer satisfaction.

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.

Job description

Marks & Spencer in Chester is seeking a Customer Service Team Manager to lead a team of 12 Customer Advisers in delivering outstanding service to every customer. This full-time role sits at the heart of our in-house operation in Chester Support Centre, with duties spanning coaching, performance management and service recovery.

You will supervise service delivery, handle escalations, and work to protect the M&S brand while maintaining customer satisfaction.