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Key Accountabilities

Key Capabilities

Summary

Do you thrive on creating an unbeatable customer experience? Do you enjoy communicating via Social Media platforms and resolving customer queries and concerns by providing GREAT customer service? Then this could be your perfect role... This is not just any career; this is an M&S career!

About the Role

Based on Chester Business Park, operational between 7.45am-10pm, 7 Days a week, we are the Centre of Excellence - a vibrant, welcoming and dynamic Customer Sales & Service team and we currently have Fixed Term vacancies available on our Social Media Team from September 2023 to January 2024.

• Working with a team of colleagues responding to customer contacts & queries on Social Media about a wide range of topics via three main platforms, Facebook, X (Formally known as Twitter) & Instagram.
• Required to be flexible in supporting other teams in the department when operational needs require.
• Delivering outstanding quality standards when communicating with our customers with a focus to meet quality and average handling time KPI’s.
• Ensure responses are aligned with our social tone of voice guidelines and are consistent with our brand personality.
• Raising any potential risks to the M&S brand and ensuring information provided is accurate and fits within M&S brand guidelines.
• Keeping your promise to the customer every time, with a goal of first-time resolution.

What's in it for you...

Being a part of M&S is exactly that – becoming a part and playing your part. We’re an inclusive, dynamic, exciting, and always evolving business built on core values. We offer a flexible / hybrid approach with full time shift patterns which include evening and weekend work.

Here are some of the benefits we offer that make working for M&S just that little bit more special…

• 20% Colleague discount on most things from furniture, fashion and food
• A first class welcome to M&S with a tailored 6 week induction
• Amazing perks and discounts via our M&S Choices website. This includes GymSave – that offers up to 25% off Gym Memberships and the option to become an M&S Shareholder using our ShareSave & ShareBuy Schemes
• A wide range of training schemes to help with your learning and development. Having options to progress is something we’re proud of at M&S!
• Onsite subsidised canteen, colleague shop & onsite Starbucks
• Competitive holiday allowance with the opportunity to buy extra days
• Charity Volunteer Day – A paid day away from work to support your chosen charity
• A very generous Defined Contribution Pension Scheme and Life Assurance
• Every colleague at M&S has access to a fantastic range of wellbeing support – this includes access to PAM Assist to support you & your family as well as many other schemes

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