Description
Acting as the central hub for store queries relating to Supply Chain and Logistics, the role delivers a responsive, high-quality service across call handling, email enquiries, store communications, reporting, project work and data analysis.
The contracted hours for this position are 37.50 per week and the shift the role will work for the duration of the secondment is Monday to Friday from 8:00am to 16:00pm.
Key responsibilities include:
- Resolving store queries within agreed service levels, responding directly to colleagues and escalating issues where necessary.
- Logging calls and emails clearly and accurately using Helix, IRIS and Zendesk.
- Coaching and supporting stores to use available tools and reporting effectively.
- Providing stores with accurate and timely delivery updates.
- Building strong, collaborative relationships across Stores, Retail Operations, Supply Chain, Logistics and the Support Centre.
The ideal candidate will have:
- Strong customer service experience gained in a warehouse operations or retail store environment.
- Experience using call-logging software, with the ability to quickly learn M&S systems.
- Confidence using Microsoft applications, including Excel, Power BI, Word, Teams and Outlook.
- Excellent written and verbal communication, relationship-building and stakeholder management skills.
- Results-focused, organised and analytical, with strong attention to detail and the ability to manage multiple priorities.
Benefits of working at M&S include:
- 20% colleague discount on all M&S products and many third-party brands.
- Competitive holiday allowance with the option to buy more.
- Strong pension and life assurance.
- Tailored induction and training.
- Exclusive perks and savings through our M&S Choices portal.
- Market-leading family policies.
- 24/7 wellbeing support.