At M&S, our customers contact us when something matters to them. As a Customer Resolution Advisor, you'll step in when a query or complaint has already been escalated and needs careful investigation, clear ownership and a thoughtful response. You’ll spend a significant amount of your time speaking with customers on the phone, understanding concerns, gathering information and helping to reach the right outcome.
You’ll bring together information from customers, stores, suppliers and wider business teams to understand what has happened and help reach the right outcome. This is a high-volume, fast-paced role where no two cases are the same. It will suit someone who enjoys problem solving, writing clear customer responses and staying calm when conversations are sensitive or complex.
If you’re looking for a quiet role with simple, scripted enquiries, this probably won’t be the right fit. But if you’re resilient, curious and motivated by doing the right thing for customers, we’d love to hear from you.
Due to high interest, this role may close earlier than advertised. We recommend applying as soon as possible.
Your key accountabilities will include:
Your skills and experience will include:
What’s in it for you?
Working at M&S means being part of something bigger - helping to deliver quality, value and service to millions of customers every day. We’re inclusive, fast-moving and always evolving, with a strong sense of purpose and a focus on doing the right thing.
Here are just a few of the benefits that make working here even more rewarding:
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.
At M&S, we're dedicated to being the most trusted retailer, prioritising quality and delivering value. Every day, we bring the magic of M&S to our customers, whenever, wherever and however they want to shop with us.
For over a century, we've set the standard, doing the right thing and embracing innovation. Today, with over 65,000 colleagues serving 32 million customers globally, we're putting quality products at the heart of everything we do.
Tomorrow holds boundless opportunities with us. We're pioneering digital innovation and shaping the future of retail where our values drive every action.
We stay close to customers and colleagues, always curious and connected. Our decisions are bold, our actions ambitious. Transparency is paramount, with straightforward, honest communication. We're constantly innovating, always striving for the best. Our focus is on aiming higher and winning together, combined with wise financial decisions to secure our future.
Join us at M&S to shape the future of retail.
