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SalarySummary
This role is an integral part of the central Omnichannel & Online Operations team. As a team our focus is on ensuring that the end-to-end digital experience for our customers is as seamless and trouble-free as possible. This is across all touchpoints for the website, including: contact centre, logistics, development, marketing, and tech.All the details
What's in it for you
Being a part of M&S is exactly that – becoming a part and playing your part. We’re an inclusive, dynamic, exciting, and always evolving business built on core values.
Here are some of the benefits we offer that make working for M&S just that little bit more special…
- 20% Colleague discount on most things from furniture, fashion and food.
- A first-class welcome to M&S with a tailored induction and a wide range of training schemes to help with your learning and development. Having options to progress is something we’re proud of at M&S.
- Attractive annual bonus, based on company performance and personal objectives.
- Competitive holiday entitlement with the potential to buy extra holiday days!
- Amazing perks and discounts via our M&S Choices website. Including GymSave – that offers up to 25% off Gym Memberships and the option to become an M&S Shareholder using our ShareSave & ShareBuy Schemes
- Charity Volunteer Day – A paid day away from work to support your chosen charity.
- A very generous Defined Contribution Pension Scheme and Life Assurance
- Every colleague at M&S has access to a fantastic range of wellbeing support – this includes access to our 24/7 Virtual GP, PAM Assist to support you & your family as well as many other schemes
What you'll do
The role gives excellent opportunity for real ownership and delivery – as well as regular contact and exposure to stakeholders of all levels. The role will require you to work closely with our contact centre teams ensuring that customer pain points are mitigated and resolved by development teams.
You will also ensure that customers have the best possible experience on M&S.com Excellent problem-solving skills are also required as solutions are often either highly complex or untested in the live website environment.
- Drive improvement throughout our customer experience: Ensuring customers get the best possible post-purchase experience, whilst continually improving functionality by implementing change that reflects customer feedback and supports our key operational metrics.
- Deliver a smooth customer recovery process: Mitigating against poor customer experience when faced with operational failure, and working to enhance capability through development and automation; Using our customer post purchase order tracking and communications tool to manage customer delays and proactively inform customers when there is a delay to their order.
- Own the online help and FAQ pages: Ensuring customers have the most relevant and accurate information to protect the shopping experience and our customer metrics.
- Perform end-to-end investigations for any order escalations: Acting as the Omnichannel & Online representative for managing orders that are escalated for investigation; resolving and proactively identifying issues for and understanding the issue end-to-end to prevent re-occurrence.
Who you are
Highly desirable for this role is an individual who has a determination to drive recommendations forward and action them into reality. The successful candidate will have the opportunity to work with large operational data sets from a post purchase perspective and a key part of the role will be to leverage this data to enhance that customer experience and drive improvements in NPS and a reduction in contacts.
The successful candidate will also then be responsible for driving new initiatives forward with the post purchase space – this is something that will involve engagement with teams across the business and allow for the Operations team to support and enhance the wider M&S.com growth strategy.
- Experience working in a retail environment, managing deliverables in a fast-paced routine
- Experience of working with offshore teams
- Strong interpersonal & communication skills with the ability to manage a wide number of stakeholders across different levels
- Effective team worker – collaborative and supportive
- Strong sense of self-management and highly self-motivated, calm under pressure and able to prioritise
- High-level IT skills - use of Microsoft Office365 to a high level, use of online communication and briefing
Everyone's Welcome
M&S is ready to push boundaries to lead the retail industry into a greener, speedier, more inspiring digital era. That’s why we’re revolutionising how we work and offering our most exciting opportunities yet. There’s never been a better time to be part of our team. Marks & Spencer aims to be an inclusive organisation, trusted and admired by our colleagues, customers and suppliers. Join us and make an immediate impact.
We are committed to an active Inclusion, Diversity and Equal Opportunities Policy, which starts with our recruitment and selection process, and we are happy to talk flexible working.
If you consider yourself to require reasonable adjustments to any part of our recruitment process, we invite you to share those requirements with us when completing your application. We will make every effort to ensure your needs are met to provide a fair and transparent process of assessment.
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