Date when vacancy closes
15 Oct 2017
Area of Expertise
This role is a 6 Month Fixed Term Contract
Background to vacancy/ What is the purpose of the job? What do you need to achieve?
Our contact centre deals with over 800,000 customers a year. This gives us enormous insight into products, services and opinions. From enquiries to product orders and customer queries, Retail Customer Services is on hand to listen and answer customer queries via email, social media, phone and post. As a Customer Service Advisor you will deliver excellent customer service by efficiently managing and resolving complaints and queries to the highest standards.
�Take responsibility for resolving customer complaints and queries working within agreed parameters. Ensure relevant stakeholders are regularly updated
�Deliver exemplary quality standards when communicating with customers via any channel
�Have the ability to flex communication style appropriately across different mediums e.g. phones, letters, emails
�Improve customer experience by ensuring that responses are engaging and in line with customer service principles as appropriate
�Case manage customer contacts - each complaint/enquiry is to be investigated and resolved as appropriate
�Contribute to the overall achievement of agreed response times/SLAs
�Provide data, giving insight into the reasons for customer contact (achieved by the accurate recording of information) for use in influencing business decisions
�Work as part of a team of experts to support customers, stores and all areas of the M & S business
Don�t worry if you�ve not worked in a contact centre before. As long as you�re a natural people person who has a passion for customer service!
In addition to your salary & M & S benefits you will have access to the following site facilities; free parking, gym (�8 per month), on-site health and beauty room, Starbucks, subsidised canteen, free tea/coffee machines, M & S store and a fantastic seating environment outside.
Technical skills/business skills required
�Passionate in championing the customer
�Good understanding of MS Word and ability to learn other M & S systems quickly
�Excellent English language written skills
�Ability to swiftly analyse complicated information
�Previous customer service experience is ideal
We want to make sure that you have the best possible experience when you join us and to do this we have a fantastic training programme for you. You will start by learning about M & S, the type of conversations we have with our customers and how to make sure you are responding in keeping with our brand.
We know that it�s difficult to learn everything straight away and to support this we have a team of Coaches that will guide you through your first couple of weeks after your training. They are going to make sure that if you don�t have all the answers� you know where to get them from.
Please note that candidates must be able to commit to attending the training groups for the first 4 or 6 weeks of training; Monday to Friday 9am to 5pm
Shift Patterns available
Monday to Friday 9-5pm with every other Saturday
Monday to Friday 9-5pm with every other Sunday
Monday to Friday 12-8pm with every other Saturday
Monday to Friday 2-10pm
Monday to Friday 9-5pm with every 4th full weekend