Customer Operations Manager

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Job Description

What's in it for you

Being a part of M&S is exactly that - playing your part to bring the magic of M&S to our customers every day. We're an inclusive, dynamic, exciting, and ever evolving business built on doing the right thing and bringing exceptional quality, value, service to every customer, whenever, wherever and however they want to shop with us.

Here are some of the benefits we offer that make working for M&S just that little bit more special...

• 20% colleague discount across all M&S products and many of our third-party brands for you and a member of your household.
• Competitive holiday entitlement with the potential to buy extra holiday days!
• Discretionary bonus schemes awarded based on how you achieve your personal objectives and our performance as a business.
• A generous Defined Contribution Pension Scheme and Life Assurance.
• A dedicated welcome to our teams with a tailored induction and a wide range of training programmes to develop your skills.
• Amazing perks and discounts via our M&S Choices portal to maximise your financial and personal wellbeing.
• Industry-leading parental, adoption and neonatal policies, providing support and flexibility for your family.
• Access to a fantastic range of wellbeing support for all colleagues including access to our 24/7 Virtual GP and PAM Assist to support you and your family.

A charity volunteer day to support a charity or cause you're passionate about through a dedicated day away from work.

What you'll do

Your key accountabilities will include

• Deliver exceptional service recovery, meeting key operational and customer related targets (e.g. CSAT, service levels and FCR)

• Handle escalated customer contacts and resolve complaints effectively and efficiently

• Communicate proactively with our customers to eliminate future contact and provide a personalised

customer service

• Minimise brand, reputational and commercial risk on behalf of the wider M&S business

• Directly manage a team of Customer Service advisers on a day-to-day basis, in addition to regular performance conversations

• Drive productivity at a team and individual level, ensuring adherence to key performance indicators

• Conduct quality monitoring and analysis (with support of the CX & Measurement Team), e.g. call listening, case review.

• Provide regular and structured coaching and feedback to Customer Advisers to provide exceptional customer service, uplifting capability and performance

• Act as a point of escalation for contacts or complaints which cannot be resolved by the Customer Adviser or the Contact Expert

• Engage colleagues and create a positive working environment & culture, e.g. through recognition, cascading of CS-wide comms and/or other initiatives

• Ensure excellent execution of core processes and identify opportunities to simplify the in-house operation

• Collaborate closely with other Team Managers to share knowledge, successes and issues

• Manage the relationship with senior BU stakeholders in order to quickly resolve complex contacts and complaints and prevent repeat contacts

• Be responsible for and act as Duty Manager for the In-House Customer Service operation at weekends and as needed.

• Lead and support your team to be high performing in a hybrid flexible working model, across extended opening hours and working in both office and home locations.

Who you are

Your skills and experience will include

• Inspiring leader who leads from the front to build a culture of high performance
• Customer Obsessed
• Coaching champion to help your team thrive to serve, solve & delight our customers
• Emotionally Intelligent to handle challenges with empathy, calm & clarity
• Data driven to improve service, efficiency and team performance

Everyone's welcome

We are ambitious about the future of retail. We're disrupting, innovating and leading the industry into a more conscientious, inspiring digital era. We're transforming how we work together and offering our most exciting opportunities yet. Marks & Spencer strives to be an inclusive organisation, trusted and admired by our colleagues, customers and suppliers. Join us and make change happen.

We are committed to building diverse and representative teams, where everyone can bring their whole selves to work and be at their best. We support each other and work together to win together.

If you feel you'd benefit from any support or reasonable adjustments during any stage of the recruitment process, please don't hesitate to let us know when completing your application. This information will be picked up by our team, so we can try and put steps in place to help you be at your best through this process.