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, and 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
* Achieving agreed service levels in all areas of the department.
* Proactively sharing resources across teams to protect the customer experience.
* Deliver robust SLA management in CSSC Chester.
* Provide regular updates to the management team on service levels by team.
* Provide insight into customer contact when higher or lower than forecasts.
* Manage unnecessary contacts into the department.
* Proactively manage the Duty Manager inbox.
* Update all exceptions into the department.
* Adherence to scheduled reports.
* Manage all IT issues by following the IT incident process.
* Build relationships with relevant stakeholders.
* Optimise the allocation of resources to achieve SLA and customer satisfaction.
* Monitor and adjust schedules to ensure the effective use of personal and other resources.
* Track and report on scheduling metrics.
* Knowledge, understanding, and ability to support ways of working of the offshore contact centres.
Who you are
* Able to lead, manage, and develop colleagues and build effective relationships, to unite, motivate, and direct a team towards individual and common objectives.
* Able to demonstrate decision-making skills.
* Ability to organise and plan effectively.
* Commitment to the delivery of excellent customer service.
* Able to communicate in a clear and concise manner both verbally and in writing.
* Possess strong interpersonal and negotiation skills.
* Autonomous, self-starter who will take ownership of a diverse team.
* Be results-oriented and profit-driven.
* Have a resilient and robust nature.
* Knowledge or willing to learn the complexity of scheduling and intraday management in a multi-skilled, multi-channel operation.
* Highly analytical and numerate.
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.
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