Customer Service Manager

What you will do:

• Lead, coach and develop a team of 12 Customer Advisers, driving performance, capability and engagement.
• Deliver exceptional service recovery and achieve key customer targets (CSAT, service levels, FCR).
• Resolve escalated and complex customer issues while minimising brand, reputational and commercial risk.
• Monitor and improve quality and productivity through call listening, case reviews and KPI management.
• Collaborate across teams and act as Duty Manager as needed, ensuring smooth operation in a hybrid working environment.
• Who you are:
• A confident and inspiring leader with a passion for developing others.
• A strong communicator who can adapt your message to different audiences.
• Highly organised, with the ability to manage performance, prioritise workloads and drive results.
• Someone who engages and motivates colleagues, creating a supportive and high‐performing environment.
• A true advocate for the customer, always representing their voice and needs.
• 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