Switchboard Customer Assistant

Customer satisfaction doesn’t start and end at our store doors. As a multichannel business, we pride ourselves on delivering the perfect customer experience whenever, and however, our customers contact us. This is where our friendly Switchboard (Telephony) Customer Assistants come in – doing everything they can to solve queries and get the right information to our customers, so they can continue finding and enjoying our perfect products.

About the role

When our customers choose to contact us by phone, you'll be there as part of a close-knit team to ensure they get the quality customer service they deserve. Using leading industry technology, you'll answer day-to-day problems and queries, aiming for first time satisfaction, every time.

What’s more, because you’ll know more than anyone about what our customers are thinking, feeling and doing, we’ll see you as a knowledgeable resource. We’ll regularly ask for your opinion based on the discussions you’ve had with our customers and ask you to share the insight you’ve gained.

Salary & Benefits: £8.50 - £9.00 per hour (following probationary period and dependent on location) plus 20% staff discount

About you

You’re great on the phone – a superb communicator who engages easily with customers, quickly interprets their needs and provides the answers they want to hear. If you’re also a dedicated team player who can ideally bring us some relevant experience (naturally we’ll train you on our telephony equipment if necessary), you’re the perfect person to be one of our Switchboard Customer Assistants. 

Where you could work

We have 12 switchboard hubs based around the UK. 

Braehead · Camberley · Colliers Wood/Merton · Cribbs Causeway · Culverhouse Cross · Handforth Dean · Hempstead Valley · Lisburn · London Colney · Meadowhall · Metro Centre (Gateshead) · White City

About the application process

Everyone at M&S puts customers first. So you’ll need to complete the same online assessment as those working on our salesfloor. This will involve a customer service based situational judgment questionnaire. If you’re successful, you’ll be invited to a face-to-face assessment where you'll take part in a role play and, if successful in that, an interview with a Line Manager. 

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Working as a Switchboard Customer Assistant

When people contact us, they want to speak to someone who can swiftly deal with their query so they can get on with their day. Our friendly Switchboard Customer Assistants know the ins and outs of every business area – so they can deliver the right answers, right away.

Where you'll work

You’ll be working in one of our 12 switchboard hubs around the UK