Job Description

Please note this role is a 6-month fixed term contract.

Working pattern

This role is suited to someone who is comfortable working in a retail-facing environment and can offer flexibility around operational needs.

• Hybrid working with at least 3 days per week in the office
• Wednesday is the team anchor day
• During the first 6 weeks, training will be office-based 5 days per week
• Core shift patterns are typically 8am–4pm, 9am–5pm or 10am–6pm
• You’ll need flexibility for late nights on either a Tuesday or Thursday, approximately 1 in every 6 weeks
• Weekend working is expected up to every other weekend, depending on rota and business need

What you’ll do

Your key accountabilities will include:

• Provide expert policy advice and coaching to line managers and BIG representatives via telephone, supporting confident and fair decision-making
• Deliver an outstanding customer experience by meeting key service targets, including call handling and satisfaction measures
• Support the creation of high-quality written communications, including outcome letters and case documentation
• Manage Occupational Health referrals, guiding managers through the process and helping interpret outcomes and next steps
• Accurately manage cases and queries using Oracle MyHR and shared mailboxes, ensuring records are up to date and insights are captured to inform continuous improvement

Who you are

Your skills and experience will include:

• Strong organisational skills with the ability to manage multiple priorities in a fast-paced environment
• Excellent communication skills, with the ability to build rapport and influence over the phone
• Confident coaching and influencing capability, supporting others to make balanced, fair decisions
• Strong attention to detail, with the ability to produce clear, professional written communications
• Passion for employee relations, with experience or a strong interest in applying people policies and developing a career in a People team

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:

• 20% colleague discount on all M&S products and many third-party brands for you and someone in your household, available once you’ve completed your probation
• Competitive holiday allowance with the option to buy more
• Strong pension and life assurance to help plan for the future
• Tailored induction and training to support your development from day one
• Exclusive perks and savings through our M&S Choices portal
• Market-leading family policies, including parental, adoption and neonatal leave
• 24/7 wellbeing support, including virtual GP access and mental health services
• One paid volunteer day a year to support a cause that matters to you

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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