Escalations & Resolution Specialist

Marks & Spencer Plc; Salford; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

20% colleague discount

Pension and life assurance

Induction and training

Staff wellbeing support

Job summary

Marks & Spencer in Salford is seeking a Customer Resolution Advisor to handle escalated queries with careful investigation and clear ownership. You’ll gather information from customers, stores and suppliers to understand what happened and help reach the right outcome.

This is a high-volume, fast-paced role where problem-solving and writing clear customer responses are essential. If you’re resilient, curious and motivated by doing the right thing for customers, we’d love to hear from you.

Qualifications

• Strong written communication skills and the ability to explain decisions clearly and empathetically.
• Resilient and comfortable handling high volumes, complex complaints and frustrated customers.
• Natural problem solver who can investigate details and make balanced decisions within guidelines.
• Able to build effective relationships across teams and follow up with stakeholders to get answers.
• Organised and digitally confident to manage multiple cases accurately.

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

Resilience

Problem solving

Stakeholder management

Organization

Job description

Marks & Spencer in Salford is seeking a Customer Resolution Advisor to handle escalated queries with careful investigation and clear ownership. You’ll gather information from customers, stores and suppliers to understand what happened and help reach the right outcome.

This is a high-volume, fast-paced role where problem-solving and writing clear customer responses are essential. If you’re resilient, curious and motivated by doing the right thing for customers, we’d love to hear from you.