CUSTOMER SALES AND SERVICE CENTRE (CSSC)
Great customer service is synonymous with the M&S brand. If you’re passionate about delivering it, you could join our great team here in Chester and build a rewarding career at our Customer Sales and Service Centre (CSSC).
Our contact centre deals with five million customers a year. We’re on hand to listen and answer a large variety of queries via email, social media, phone, webchat and post – everything from enquiries about product orders to all manner of customer queries. This gives us enormous insight into our products, services and opinions about our business.
Are you passionate about service? This is a chance to put your talent for communication to good use as you strengthen our reputation for delivering exceptional customer service.
It’s a great career development opportunity, too. Interesting challenges and smart, supportive colleagues mean there’s ample scope to grow – not to mention a wealth of different roles to explore.
We may be a large organisation with established systems and processes in place, but there’s also an agile, entrepreneurial side to our business. If you’re driven and full of ideas, a role at CSSC could be the making of you.
Who we look for
You’ll have great communication skills, both verbally and in writing, along with the energy and enthusiasm to provide a great customer experience. You’ll also be confident in the use of Microsoft applications, flexible and open to the changing priorities of working in a fast-paced environment. If that sounds like you, we’d love you to join our team – especially if you have a passion for the M&S brand.
The application process
If you’ve applied online for a Customer Service role, we’ll review your CV and, if successful, you’ll be invited to complete a video interview. The online video assessment gives you a great opportunity to bring your CV and experience to life. Impress us enough at this stage, and we’ll invite you to one of our assessment centres. Over the course of around three hours, you’ll take part in two exercises – an interview and a telephone-based role play. You’ll also get to see the centre and hear more about working in CSSC.
If you’ve applied for a technical or management role, your CV will be reviewed and, if successful, you will be invited to a face-to-face interview which may include delivering an exercise or presentation.
Where will you fit into CSSC?
CUSTOMER SALES AND SERVICE CENTRE
CUSTOMER EXPERIENCE IMPROVEMENT
We’re renowned for providing great service at M&S. But we’re always looking to improve the customer experience – and make every moment even more special for our colleagues. So much so, that we have a team dedicated to doing just that. Perhaps we could make process improvements to our telephony, mail or live chat. Or perhaps we could raise our game in our contact centre. If you have good customer service experience, a head full or great ideas and a passion for making the best even better, why not come and join us?
Can you combine analytical expertise with strong presentation and communication skills, a keen attention to detail and solid knowledge of Microsoft Office applications, particularly Excel? Whether it’s forecasting demand across our contact centre functions, analysing customer insights and trends, supporting technology improvements or improving operational efficiency, your ability to collate, interpret, manage and distribute huge amounts of data throughout CSSC could make all the difference.
We can only deliver outstanding service if we have the right technology in place. Within CSSC, we have established, cutting-edge contact centre systems and telephony that support our work and enable us to respond to customer enquiries. But nothing stands still in technology and we are continually looking to upgrade our IT environment. Whether your skills lie in systems development, maintenance or support, there could be a role for you in our team.
We make every moment special for our colleagues. Our contact centre deals with millions of enquiries every year that arrive via email, social media, phone, webchat and post. As part of our Customer Enquiries team, you’ll do the right thing for our people and provide an excellent service at all times. This will either involve using your initiative to resolve the query on the spot or, depending on your role and the complexity of the enquiry, escalate it. All the time, you’ll keep the customer informed of the progress of the query.
You could join us as a Customer Service Advisor or, if you’re a natural people manager, a Team Leader – a role which involves acting as a role model or mentor to others. So if you’re a people person who is patient, polite and professional – and can take on board often complicated information – get ready to make the move to M&S.
COMMERCIAL AND CONTRACTS
Commercial and Contracts is the business end of CSSC. It’s from where we launch robust change management processes and ensure the CSSC contract has due governance. Our work involves liaising with a wide range of stakeholders within M&S to make sure that their needs are met.
We need people who can identify areas for change and improvement, provide commercial support, data and analysis, and manage all change matters relating to contracts and suppliers. If you have good knowledge of Microsoft applications, an understanding of change management processes and tools, along with strong analytical, communication and presentation skills, this could be the part of CSSC that is right for you.
LEARNING AND DEVELOPMENT
We have a clear learning and development (L&D) strategy for our people within CSSC that dovetails with the overall M&S strategy. Our blended approach to learning not only provides the support for people to do their jobs and move onwards and upwards, but it’s also focused on creating a positive culture in which everyone within CSSC feel respected and valued.
Keen to be part of our team? You could be involved in planning, designing, developing, delivering and evaluation our (L&D) solutions. Or you could be involved in optimising our L&D budget, managing our online training systems or sharing best practice.
Working in Head Office
Our Head Office functions operate out of our London headquarters, our offices in Stockley Park, Chester and Manchester. Step into the nerve centre of M&S and get amongst the action that steers the heart of our fast-moving business and world-famous brand.
Where you'll work
You'll be working in our Retail Customer Service Centre in Chester