Escalated Customer Resolution Specialist

Marks and Spencer; Salford; On-site; GBP 24,000 - 32,000; Full time

Benefits offered by this job

20% colleague discount on M&S products

Holiday allowance

Pension and life assurance

Induction and training

Wellbeing support

Job summary

Marks & Spencer is seeking a Customer Resolution Advisor in the United Kingdom to investigate escalated queries and write clear, empathetic responses. You will gather information from stores, suppliers and wider teams to reach the right outcome while protecting the M&S brand.

This is a high-volume, fast-paced role requiring resilience, strong written communication and careful judgement to handle sensitive or complex cases with accuracy.

Qualifications

• Strong written communication skills demonstrated in customer correspondence.
• Ability to handle high volumes of cases with composure and accuracy.
• Analytical mindset with ability to identify root causes and propose solutions.
• Ability to liaise with stores, suppliers and cross-functional teams.
• Excellent organizational and multitasking capabilities.

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 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.

Skills

Written communication

High-volume handling

Problem solving

Stakeholder coordination

Organizational skills

Job description

Marks & Spencer is seeking a Customer Resolution Advisor in the United Kingdom to investigate escalated queries and write clear, empathetic responses. You will gather information from stores, suppliers and wider teams to reach the right outcome while protecting the M&S brand.

This is a high-volume, fast-paced role requiring resilience, strong written communication and careful judgement to handle sensitive or complex cases with accuracy.