Please note this role is a 12 month FTC
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
· Discretionary bonus schemes linked to your performance and ours
· 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
What you'll do
• Set the direction for the online customer communications strategy, ensuring communications are proactive, clear, informative and designed to reduce avoidable demand into the Contact Centre.
• Manage website FAQs, help pages and associated customer content through Yext, ensuring information is accurate, timely and effective in helping customers self-serve and reducing the need to contact the Contact Centre.
• Own the operational delivery of customer service communications across relevant customer journeys, including incident communications that require clear, timely updates to multiple affected customers at scale. Coordinate content, timing, audience and operational readiness with stakeholders.
• Use customer contact data, operational reporting and performance insight to identify themes, test interventions and evidence impact, for example quantifying the reduction in contacts following proactive communications.
• Work closely with the Customer Operations team in Chennai to probe contact themes, understand root causes and translate insight into practical operational improvements.
• Partner with operational colleagues to improve customer and business performance, constructively challenging existing approaches and identifying opportunities across the end-to-end journey.
• Lead operational calls and forums, bringing clear insight, recommendations, actions and ownership to support effective decision-making and resolution.
• Support the wider Online Operations team from an end-to-end operations perspective, helping coordinate responses to emerging issues and ensuring customer impacts are considered.
• Build strong cross-functional relationships and independently set priorities and direction, while maintaining visibility of progress, risks, dependencies and outcomes.
• Ensure activity is delivered with strong attention to detail, appropriate governance and a clear understanding of the operational and customer impact.
Who you are
• Strong analytical capability, with confidence using data and reporting to identify themes, test hypotheses and measure outcomes.
• Critical thinker with the ability to move from customer insight to practical operational action.
• Excellent written communication and content-management skills, including the ability to manage customer help content through Yext and produce clear, accurate communications for both routine journeys and customer-impacting incidents.
• Strong attention to detail and a consistent focus on accuracy, quality and customer impact.
• Confident working independently, setting direction and prioritising activity in a fast-paced operational environment.
• Ability to lead operational calls, influence cross-functional stakeholders and turn discussion into clear decisions and actions.
• Strong collaboration skills, including working effectively with remotely based and offshore teams.
• Good understanding of end-to-end online retail operations, customer service operations and the dependencies between customer, technology, logistics and commercial teams.
• Comfortable challenging constructively, solving ambiguous problems and adapting priorities as operational needs change.
• Outcome-focused, with the ability to demonstrate how activity has improved performance, customer experience or contact demand.
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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