Human Resource Shared Service (HRSS)

M&S is a business powered by its people. We think they’re the best in the world of retail. That’s why our Human Resource Shared Service (HRSS) is on hand to help them really make the most of their careers with us. Whether they’re delivering exemplary customer service in store or working behind the scenes to keep everything running like clockwork, we’re proud of our team of 83,000 people and the great contribution they make to our ongoing success as one of the UK’s most popular retailers. Make your mark in one of the following career areas:



Keeping tight control over a retail business as large as ours calls for people with a range of expertise. You could be helping to plan, drive and monitor project activities, or playing your part in enhancing our operational efficiency.

We need to ensure that Governance is embedded into our ways of working within HRSS, as well as in portal administration, provision of management information, change management activities and supplier contracts. And in an age of increasing threats to cyber security, we need Data Protection specialists who can minimise risks to our people and our business.


A mass of data flows through and around HRSS – and we rely on our dedicated teams of Analysts to collate it, interpret it and make it fit for business purpose.

You could be managing employee data reports, and providing analysis and trends that supports HR activities and generates management information. Or using your skills to support technology improvements within HRSS that make life easier for our customers and ourselves. Alternatively, you could be providing data analysis that improves HRSS processes, operational efficiency or day-to-day performance.

If you can combine an eagle eye for detail with business savvy, you’ll find this a fascinating area to work in.


Are you skilled in data entry and fully conversant with Microsoft Office applications including Excel? Do you have an eye for detail and the ability to work accurately to deadlines?

Across the HR Shared Service Centre, we have opportunities at Administrator, Senior Administrator and Team Leader levels – we’ll place you according to your skills and knowledge and offer you a defined career path. You could move into a generalist role resolving queries, dealing with letters emails or reports and supporting the service team to deliver a first-class experience to internal customers.

Or you could take on a more specialist role. In Resourcing, for instance, you would handle a range of resourcing admin activities which could involve fielding enquiries from Customer Assistant Recruiters or Central Recruitment Managers, and helping out with the interview, selection and offer process. In Reward Admin, you’ll be answering questions on our pay and benefits, and making sure that Reward transactions are processed accurately. In Pensions, you’d be keeping records of contributions and answering queries from scheme members. Or you could work in our Contact Centre, answering all manner of frontline calls on HR issues.




Operational Management within HR Operations means taking on a role that offers considerable responsibility and visibility, and the chance to make a very real contribution to our success in HRSS. HR Operations includes our Contact Centre, Employee Services, Learning Admin, Pensions, Payroll & Overpayments, Resourcing and Reward Admin.

You could be heading up your own area, managing or leading a team within your area, or managing service level agreements across departments. It will be down to you to provide a responsive and reliable service to our people, ensuring the business exceeds customer expectations and our own standards. You’ll be expected to set the example for others through your enthusiasm and dedication, inspiring your team members to be the best they can be – whether they’re ensuring the accuracy of admin or resolving customer queries. You’ll also need to be brilliant at forging strong, senior-level relationships.



Our team of People Policy Specialists (PPS) provides an accurate, high-quality HR and employee relations support service to line managers and our Business Involvement Group. Part of this expert team, you’ll deliver guidance to resolve both complex individual cases and employee relations issues. In time, you’ll use your experience to work in partnership with HR and commercial colleagues to ensure that a commercially aligned service is delivered nationwide.

A team player who can work with a range of stakeholders, you’ll thrive in a fast-paced role, responding decisively to a range of employee issues. Constantly increasing your knowledge, you’ll use insights from hundreds of calls to influence feedback across our Centres of Expertise, Retail, Distribution and Head Office functions. You should also be keen to drive your own development and share knowledge with other PPS team members.




Our systems have to be as agile and dynamic as the HRSS environment itself. That’s why we’re continually upgrading our IT infrastructure so we can continue to provide top-quality admin support and the level of service our employees expect. Are you a Systems Developer who is in tune with the latest in technology? We could have the ideal role for you to make the most of your talents, expand your knowledge and become a true subject matter expert in HR technology.


So that we can help our colleagues across the business do their jobs, we need to be able to do ours. We operate multiple HR systems and our IT Support team keeps everything up and running. We’re responsible for the administration and incident management of our systems. If there’s a problem, we solve it promptly and efficiently, while our remit also includes ongoing systems maintenance. If you would thrive in a busy IT support environment, and have a genuine commitment to meeting the needs of customers, we’d like to hear from you.

Based in Salford Quays, HRSS is the part of the M&S HR group. We provide invaluable admin support, resolve queries and offer guidance so each of our people can get on and do their job. We’re also able to help our people if they have a question personal to them, perhaps about their pay or pension.

For us, it’s about making every moment special for our M&S colleagues and tailoring our services to best suit their needs. This way, we can make sure we retain our best people while attracting new talent across our organisation.

Join us here and you too can be part of this exciting new chapter in M&S. You’ll be part of an agile, dynamic environment where your drive and ambition can take you to all sorts of exciting places.

You’ll also be working with some of the best people in the industry – learning from them, sharing their knowledge and enjoying their support as you build a remarkable career at the sharpest end of retail.

Who we look for

A positive, can-do attitude towards customer service will get you off to a flying start. Our diverse customer base across the UK also calls for initiative and attention to detail when it comes to delivery. It is also important that our customers are kept at the heart of everything we do.

Relevant qualifications for specific roles are a real advantage, but more importantly will be your great interpersonal skills and drive to reach your potential in a fast-paced, ever-evolving environment.

The application process

If you’ve applied online for a Contact Centre or HRSS Administrator 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 HRSS.

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.

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 HR Shared Service function in Salford Quays