Escalated Resolution Specialist - Customer Care

MARKS&SPENCER; Salford; On-site; GBP 24,000 - 28,000; Full time

Benefits offered by this job

20% colleague discount

Holiday allowance

Pension and life assurance

Induction and training

M&S Choices portal

Family policies

Wellbeing support

Volunteer day

Job summary

Marks & Spencer is seeking a Customer Resolution Advisor in Salford to own escalated customer queries, investigate issues, and craft clear, empathetic responses. You’ll work across stores, suppliers and teams to resolve cases while protecting the M&S brand.

This fast-paced role suits problem solvers who remain calm under pressure and enjoy improving customer experience. You’ll communicate clearly, follow guidelines, and manage multiple cases with accuracy.

Qualifications

• Strong written communication, with empathy and clarity.
• Able to handle high volumes and complex complaints.
• Natural problem solver who investigates in detail and uses sound judgement.
• Build effective relationships across teams and follow up with stakeholders.
• Organised and digitally confident, able to manage multiple cases accurately.

Responsibilities

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

Skills

Strong written communication

Resilient

Problem solving

Relationship building

Organised

Job description

Marks & Spencer is seeking a Customer Resolution Advisor in Salford to own escalated customer queries, investigate issues, and craft clear, empathetic responses. You’ll work across stores, suppliers and teams to resolve cases while protecting the M&S brand.

This fast-paced role suits problem solvers who remain calm under pressure and enjoy improving customer experience. You’ll communicate clearly, follow guidelines, and manage multiple cases with accuracy.